Deepika Singh

• Handle customers on calls and emails to provide them solutions of their issues.
• Review customer accounts and proactively reach out about upgrades or support issues.
• Retain users who do not satisfied with the products and services.
• Maintain and fetch customers records to analyze the billing issues.
• Analyzed process flows and identified areas of improvement to increase productivity and reduce costs.
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• Performed patient information verification, insurance verification and HIPAA compliance rules.
• Monitored and reported on process performance to verify compliance with established standards.
• Gathered, organized and input information into digital database.
• Generated reports detailing findings and recommendations.
• Helped meet changing demands by recommending improvements to business systems or procedures.

• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Generated weekly and monthly reports to highlight customer service performance and measure milestones.
• Maintained up-to-date knowledge of product and service changes.
• Educated customers about billing, payment processing and support policies and procedures.

• Analyzed proposed technical solutions based on customer requirements.
• Provide application support for multiple applications integrated with each other, which deals with number management, monitoring the devices and servers, application at network level, ITIL management.
• Worked with health check command to check system performance Configuring new network devices to be added in the Management system.
• Having good experience in Incident Management, Problem Management, Change Management and SR fulfillment. Monitor and resolve all S1/S2/S3/S4 Incidents based on the priority and criticality.
• Worked with Citrix web application to provide multiplex support.
• Execute UNIX Commands for monitoring purpose.
• Checking and configuring network devices and connectivity.
• Ensuring continuous availability of application via automated script and monitoring platform like

Xymon with auto-detect and start triggers.

• Worked with Testing application i.e. STP (Service Test Portal) which follows Y1564 test standards to test the circuits before delivering to the end users.
• Creating and maintaining user accounts, profiles, security, disk space and process monitoring.
• Analyzed data to coordinate installation of new systems or modification of existing systems.
• Collaborated with fellow engineers to evaluate software and hardware interfaces.
• Partnered with development team on product development and application support plans.
• Collaborated with clients to define solution requirements.

• Batch job administration (scheduling, execution, monitoring, reporting).
• Application access administration (Setting up new users and password reset).
• API calls, File encryption and troubleshooting.
• Ability to work in a cross-functional team environment.

Providing 2nd line of Technical Support for Team.

• Worked with Citrix web application to provide multiplex support.
• Worked with Jobs Administration (Planning, Scheduling, Execution, Monitoring, and Handle alerts) for applications e.g., Control-M, Cronacle and Oracle.
• Create and modify SAP, OS and File Watcher jobs using Control-M UAT system and performed migration in production.
• Worked with Identity Management System (BECIMS) to handle number of requests and provide access to users of various applications. E.g., Aconex, Power BI, Active Directories, Citrix, Business Objects, CFAR (Corporate Financial Analytics and Reporting).
• Worked with SAP and Oracle tools (EBSP, CUSP, BCUP, JVSP) to provide roles and responsibilities to users and manage their accounts, system passwords and SSO links.
• Create and monitor Jira status.
• Worked with Task management system e.g. ATOMS and Runbook.
• Execute payments through oracle system for different countries.
• Connect with different teams to understand the root cause of the issue, perform troubleshooting, and provide second level operations and end user support.
• Worked with Windows Server, FileZilla and WinSCP system.