Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nupoor Chirandas

Markham,ON

Summary

Dynamic and customer-focused Technical Support Engineer with over 4 years of experience diagnosing and resolving software-related issues. Proficient in providing timely solutions to ensure uninterrupted operations for diverse clientele. Certified in Microsoft Azure and Office 365, adept at delivering effective support within cloud computing environments. Seeking to leverage expertise in Azure and Office 365 services, alongside strong troubleshooting skills, to enhance organizational efficiency and elevate customer satisfaction.

Overview

5
5
years of professional experience

Work History

Application Support Engineer

Strides Toronto
06.2024 - Current
  • Created comprehensive documentation to support training initiatives, ensuring employee understanding of new systems and procedures.
  • Conducted gap analyses to identify discrepancies between current and target states, recommending improvements for enhanced efficiency.
  • Collaborated in cross-functional team meetings to share insights, resolve challenges, and contribute to solution development.
  • Enhanced application support processes by implementing advanced troubleshooting techniques and diagnostic tools.
  • Provided expert-level application support during all phases of implementation and rollout, ensuring smooth deployment and user adoption.
  • Partnered with vendors to implement fixes, develop new features, and ensure alignment with business requirements.
  • Mentored junior team members on best practices, promoting consistent delivery of high-quality support services.


Application Support Engineer

Prometheus Group
10.2022 - 12.2023
  • End-to-end software support and setup for manufacturing industry clients
  • Conducts software training sessions for client understanding
  • Documents and tracks support tickets using CRM software
  • Led implementation and maintenance of ITIL-based service management processes
  • Conducts root cause analysis on recurring incidents
  • Diagnoses and resolves software issues, including IIS Server problems
  • Troubleshoots connectivity problems and resolves TCP/IP, DNS, and firewall issues
  • Proficient in SQL queries and debugging
  • Tracks development requests in JIRA and creates instructional videos with Microsoft Stream
  • Manages document repositories with Microsoft SharePoint
  • Collaborates with developers and QA to resolve software defects
  • Provides prompt feedback and support via different collaboration tools.
  • Leads software installation and patch deployment
  • Conducts remote customer training sessions and performs quality assurance testing

Product Support Analyst

Temenos - Banking Software Company
03.2022 - 10.2022
  • Provided advanced technical support for software products via various channels
  • Utilized SQL for querying, debugging, and troubleshooting
  • Maintained continuous communication with customers throughout case resolution
  • Resolved complex incidents and service requests following ITIL guidelines and SLAs
  • Fostered positive client relationships for Temenos
  • Analyzed support ticket trends to address recurring issues
  • Assisted project teams in implementations for new clients

SaaS Software Support Specialist

OpenText Corp
03.2021 - 02.2022
  • Provided exceptional customer support for SaaS Software via phone, email, and remote sessions
  • Guided clients in selecting suitable plans based on unique requirements
  • Assisted with software installation, upgrades, and implementation
  • Conducted initial training sessions for clients on software functionalities
  • Maintained case records and conducted follow-ups using Salesforce
  • Utilized CRM systems and knowledge bases for effective ticket resolution
  • Collaborated with team for innovative solutions and comprehensive customer support
  • Assisted customers with subscription management for seamless process

Apple Technical Support Specialist

Transcom
12.2019 - 02.2021
  • Provided iOS users with troubleshooting and technical issue resolution
  • Utilized Zendesk to track and resolve customer issues promptly
  • Accessed knowledge base tools to find helpful resources for problem-solving
  • Utilized remote control software to assist customers directly with their issues
  • Managed tasks and issues using JIRA for effective team collaboration
  • Utilized Microsoft Office programs for communication, writing, and data organization

Education

Graduate Diploma - Network Infrastructure and System Administration

Conestoga College
Kitchener, Ontario
12.2019

Bachelors - Computer Science

Gujarat University
01.2017

Skills

  • Cloud Technologies: Azure Cloud Concepts, Services, Pricing Governance, Security, Compliance Administration, Storage, Networking, Microsoft 365
  • Programming Language: JAVA, JSON, HTML, CSS, SQL
  • Technical Proficiency: Analytical Thinking, Business Requirement Gathering, Remote Desktop Support, Linux, Windows Server, MacOS, IIS, Networking Protocols, Virtualization, Software and Hardware Troubleshooting, Bug resolution
  • Collaboration Tools: JIRA, Confluence, Salesforce, Teams Support, Zendesk, MS Stream, ShareFile, Video Conferencing tools
  • Other: Client Facing, Communication Skills, Cross-functional

Timeline

Application Support Engineer

Strides Toronto
06.2024 - Current

Application Support Engineer

Prometheus Group
10.2022 - 12.2023

Product Support Analyst

Temenos - Banking Software Company
03.2022 - 10.2022

SaaS Software Support Specialist

OpenText Corp
03.2021 - 02.2022

Apple Technical Support Specialist

Transcom
12.2019 - 02.2021

Bachelors - Computer Science

Gujarat University

Graduate Diploma - Network Infrastructure and System Administration

Conestoga College

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Nupoor Chirandas