KUNAL DHINGRA
Ottawa,Canada
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Engineer in Support
EventStore
08.2021 - 07.2024
- Provide Tier 3 support to the EventStore cloud and SaaS solutions through Salesforce tickets
- Resolved 90% of tickets within 15 minutes
- Reproduce client issues by running client and server instances in a Linux/Unix environment
- Use Linux shell commands to filter and retrieve relevant information from large log files
- Assisted customers in setting up virtual environments(Linux/Unix) using VMware for the development and testing of EventStoreDB
- Visualized customer instance statistics using Elasticsearch and Grafana for root cause analysis
- Follow up on the existing tickets to ensure the agreed SLA
- Resolve customer's cluster communication issues by reviewing network configuration files and providing guidelines to clients
- Decrease latency of existing API endpoints by 80% by resolving a bug with an underlying SQL query
- Utilized the Postman tool to test and analyze responses from API endpoints
- Create knowledge base articles to address issues and assist new joiners.
E-commerce Technical Support Analyst
Giant Tiger
11.2020 - 07.2021
- Provided Level 2 support for the e-commerce platform
- Addressed tickets escalated by the Giant Tiger helpdesk
- Manually tested the new website features before production deployment
- Extracted data from SQL Server database using SQL queries
- Updated HTML code for UI content and policy documents
- Reproduced client issues in the development environment and provided the fixes
- Analyzed responses from RESTful API's endpoints.
Technical Support Analyst
Aptos
08.2018 - 12.2019
- Provided Level 2 support for POS applications
- Worked on escalated tickets in Salesforce
- Prioritized customer issues and ensured timely feedback
- Reproduced and debugged client issues by analyzing logs
- Constantly worked with clients until the problems were resolved
- Worked with Windows and MSSQL server
- Extracted data from SQL Server database using SQL queries
- Analyzed responses from RESTful API's endpoints.
Education
Masters of Science - Computer Science -
University of Regina
Regina, Saskatchewan05.2018
Bachelor of Technology - Computer Science -
Punjab Technical University
Punjab, India05.2013
Skills
- Linux/Unix
- Mac OS
- Microsoft Windows
- C#
- Javascript
- Typescript
- HTML
- CSS
- JSON
- Excellent oral and written communication skills
- Ability to work under stress and meet deadlines
- Self-starter and motivated by constant learning
- Adapting to new environments and coordinating with team members
- Root Cause Analysis
Languages
English
Full Professional
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Certification
MongoDB Associate Developer
Timeline
Engineer in Support
EventStore
08.2021 - 07.2024
E-commerce Technical Support Analyst
Giant Tiger
11.2020 - 07.2021
Technical Support Analyst
Aptos
08.2018 - 12.2019
Masters of Science - Computer Science -
University of Regina
Bachelor of Technology - Computer Science -
Punjab Technical University
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