Deepika Vohra
Toronto,ON
Summary
Dynamic Software Support Analyst excelling in software troubleshooting and user training. Adept at root cause analysis and SQL querying, I enhance user experiences and foster collaboration across teams. Passionate about delivering effective solutions and maintaining strong communication with clients and colleagues.
Overview
6
6
years of professional experience
Work History
Software Support Analyst
Manulife Insurance
Toronto, ON
08.2023 - 06.2025
- Provided technical support to users for software-related issues.
- Analyzed and resolved software bugs for improved user experience.
- Collaborated with IT teams to implement software updates and patches.
- Documented troubleshooting procedures for future reference and training.
- Assisted in developing user manuals and training materials.
- Maintained communication with users regarding software status and changes.
- Analyzed data from logs to identify trends in customer support requests.
- Evaluated customer feedback about current products and services offered by the organization.
- Monitored the performance of installed systems to detect any potential problems or malfunctions.
- Resolved system errors by troubleshooting application issues, identifying root causes and recommending solutions.
- Assisted in developing documentation of known issues and resolutions for future reference.
- Maintained positive working relationship with fellow staff and management.
- Evaluated software or hardware to recommend improvements or upgrades.
Python Instructor – Part Time
Toronto District School Board
11.2019 - 09.2023
- Train in-person students, basic python programming, on a wide range of topics ranging from list, loops, modules, strings
Software Support Analyst
GFL Environmental
12.2020 - 08.2023
- Provide Support for the Realtime Application for any production Issues.
- Analyze the type of the issue and try to resolve as soon as possible.
- Provide Support to identify, organize, and resolve software, and technology issues.
- Work with other support groups, such as network operations, in assisting in the resolution of incidents or maintenance activities.
- Take ownership to do the Root cause analysis for the issues which have occurred in the past and take steps to resolve those issues.
- Responsible for QA for the Applications and create tickets on Jira board.
- Run SQL queries to fix the data related issues.
- Work proactively with the Developers to fix the code related issue or Bugs reported and Test in Dev environments to do QA.
- Provide 1st lvl / 2nd lvl Technical Support to the Users located around USA and Canada.
- Providing troubleshooting assistance via remote session support.
- Provided technical support to users for software-related issues.
- Analyzed and resolved software bugs for improved user experience.
- Collaborated with IT teams to implement software updates and patches.
- Documented troubleshooting procedures for future reference and training.
Technical Support Representative
Vyana
01.2019 - 10.2020
- Performs diagnostics to isolate and determine cause of software performance problems and malfunctions
- Provides input for documentation of new software and assists in maintaining documentation of existing/in-development software
- Providing prompt assistance and accurate feedback to device users
- Working with customers, internal technicians, and product development teams to coordinate and support deployment of connectivity services to the customer site
- Working as interface between software development and service teams in order to find efficient solutions for issues
- Provide technical support for released application software, working with customer support team
Education
.Net Developer Bridging Program -
Humber College
10.2019
Masters of Business Administration -
Punjab Technical University
04.2016
Bachelors of Technology - Computer Science
Punjab Technical University
05.2013
Google Certification - IT Support Professional
Skills
- Programming Languages: C#, JavaScript, Java
- Python programming
- Software troubleshooting
- Technical documentation
- User training
- Customer support
- Team collaboration
- Problem solving
- Time management
- Communication skills
- Root cause analysis
- SQL querying
- Software testing
- Web Technology: ASPNET, MVC, Web Forms, JQuery, HTML5, CSS
- Data: Entity Framework, LINQ, ADONET, MS SQL Server
- Development Style: Object-Oriented Programming, SOLID principles
- Services: WCF, REST, Web API, Web Services
- Version Control: Git
- Application Server: IIS
- Operating Systems: Windows XP, Windows 10, Linux, Mac OS X
- Strong communication skills
Projects
Career Cloud, .Net Bridging Program, Humber College, Toronto, ON, May 2019 – October 2019
PROFESSIONAL QUALIFICATION
- Excellent root-cause analysis and problem-solving skills
- Proactive thinker / Self-starter / Innovative thinker
- Experience in supporting mission & time critical applications
- Ability to take ownership of a problem and ensure its resolution
- Excellent people interaction skills
- Knowledge of Agile and Waterfall Model of Software development.
- Experience working with diverse clients through effective communication to understand their requirements.
Timeline
Software Support Analyst
Manulife Insurance
08.2023 - 06.2025
Software Support Analyst
GFL Environmental
12.2020 - 08.2023
Python Instructor – Part Time
Toronto District School Board
11.2019 - 09.2023
Technical Support Representative
Vyana
01.2019 - 10.2020
.Net Developer Bridging Program -
Humber College
Masters of Business Administration -
Punjab Technical University
Bachelors of Technology - Computer Science
Punjab Technical University