GURPREET SINGH
Calgary,AB
Summary
Progressively-accomplished Support consultant with a track record of success, providing an application support to the clients making modifications to system parameters, developing product-specific enhancements. My objective is to leverage my approx 8 years of experience in client service while continuing to be challenged.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Support Consultant
Basware India Pvt. Ltd
12.2019 - 10.2023
- An expert in all product modules, starting with purchasing, then moving to invoicing, reporting and other modules per performance plan
- Proactively engages clients to gather all information needed to resolve the case, or to gather requirements needed for Enhancements or Task assignments
- Reviews and tracks, Product Management, Production SaaS, R&D tickets for updates, Correct type assignment, SLA delivery
- Etc
- Worked on JIRA software to report bugs, providing the whole details related to bug, following the workflows on it, tracking the deadlines to resolve bugs, maintain clear communication
- Used Splunk to check specific log events related to user login information, error codes related to any functionality, API related error codes using time range, source, host, and various other criteria
- Proactively provides updates to clients regarding all open cases, such as updates from Product Management, or notification when a fix is available and has passed internal testing
- Analyzes reported defects to confirm intended versus actual functionality, and with Tier 3, Product Management and R&D to understand intended design and function
- Performed case audits for quality assurance, providing feedback to colleagues and maintaining good CSAT score
- Contributes to the client facing online Knowledge Base on a regular basis, and updates out of date solutions to provide clients with a valuable self-service platform to use before engaging Customer Care resources.
Application Support Analyst
American Express India Pvt. Ltd
10.2018 - 11.2019
- Working within operations, solving ecommerce challenges for clients through a rules driven application-‘Interceptas’, by converting their business requirements into technical solutions
- Delivering real-time, customer-centric fraud prevention strategies to the client through RTD (Real Time Decisioning system)
- Managing projects and tickets through 5 major platforms- Jira, Amp, Splunk, Interceptas and Confluence
- Works on end to end service implementation projects with the Account managers and Development teams
- Develop and troubleshoot SQL or PL/SQL statements, mapping of XMLs
- Generates reports of client data on clients request or troubleshooting purpose
- Troubleshoots client issues connecting to our systems
- Works closely with Decision Sciences Team in Implementing Fraud solutions
- Works closely with Subject Matter Experts to evaluate and identify emerging technologies / fraud trends and adapt new approaches and features as needed
- Provides training and mentoring new hires on technical process.
Senior Associate, Client Technical Support
DELL International Services
01.2015 - 09.2018
- Oversees the support of customers encountering problems using the company's products
- Supervises representatives that are answering customer inquiries, primarily over the telephone, e-mail, chat, or online
- Reports new or recurring problems to design departments
- Ensures representatives are properly trained when old products are upgraded, or new products are released
- Develops, and evaluates personnel to ensure the efficient operation of the function
- Analyzes and responds to operational, productivity, and/or customer satisfaction data
- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts
- Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions
- Identifies, researches and provides input on unique or recurring customer problems
- Monitors and tracks issues to ensure accurate resolution.
Education
Bachelor of Science - Electronics And Communication Engineering
Punjab Technical University
Punjab, India07.2014
Skills
- Technical Skills around data structuring and data flow (using XML schema)
- Knowledge of Fraud and Chargeback platform
- API Testing
- Logging/Monitoring tools working knowledge on Splunk
- Good working knowledge of using collaboration tools: JIRA (Bug Tracking)
- Understanding of support processes, KPIs & SLA management
- Excellent writing and communication skills with attention to detail
- Performance Evaluations
- Quality Assurance
- Technical Support Expertise
Accomplishments
- Supervised team of 10 staff members.
- Received Thank You award for good performance.
- Achieved excellent customer satisfaction score by resolving customer's high and critical priority issue swiftly with accuracy and efficiency.
- Documented and resolved API related issues which led to more reliable and robust API for the customers.
Languages
English, Hindi, Punjabi
Primary Assets
Hardworking and Quick learner, Commitment towards work, good team player
Certification
ServiceNow Basic Administration from LinkedIn
SQL Essential Training from LinkedIn
Learning REST APIs from LinkedIn
Timeline
Support Consultant
Basware India Pvt. Ltd
12.2019 - 10.2023
Application Support Analyst
American Express India Pvt. Ltd
10.2018 - 11.2019
Senior Associate, Client Technical Support
DELL International Services
01.2015 - 09.2018
Bachelor of Science - Electronics And Communication Engineering
Punjab Technical University
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