Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Vrunda Upadhyay

Brampton,On

Summary

Highly skilled Service Desk professional with deep understanding of Information Technology. Delivers exceptional technical support and customer service in fast-paced environment. Expert in troubleshooting, diagnosing, and efficiently resolving complex technical issues. Reduced ticket resolution times by 22%, increasing user satisfaction by 18% and decreasing repeat service requests by 30%. Developed comprehensive knowledge base. Provided mentorship to colleagues, fostering collaborative and supportive work environment. Analytical and intellectually curious mindset. Continuously enhances code and designs to create robust web applications that improve customer experience. Streamlined support workflows based on client feedback, resulting in reduced ticket resolution time.

Overview

18
18
years of professional experience

Work History

Technical Support Representative

Granicus Software
03.2022 - 10.2024
  • Responded to customer inquiries and provided technical support via email, and chat in a timely and professional manner with a sense of urgency
  • Developed, demonstrated, and maintained technical skills to troubleshoot issues reported by customers, create test scenarios, and investigate software issues based on customer product use and worked towards a timely resolution, escalating complex issues to the appropriate team or departments when necessary
  • Maintained and developed expert product knowledge for various Granicus Tech products like GovService, GovDelivery, and GovAccess (Two different CMS products - Vision & Open Cities)
  • Addressed procedures/queries via Oracle SQL Developer and Microsoft SQL server management studio
  • Hands-on experience consuming REST APIs / service integration and the Knowledge of unit testing, and QA practices with agile methodologies
  • Seamlessly managed customer request tickets to meet Service Level Agreements (SLAs) via Salesforce, creating Jira tickets for various tasks and Bugs and Documenting it via Confluence and SharePoint
  • Configured DNS settings and SPF records for 10+ clients, enhancing email deliverability rates by 35% and reducing instances of spam complaints, which directly contributed to improved client communication effectiveness
  • Mentored the team whenever required, trained the new hires, and worked as a senior support for the team
  • Championed cross-functional collaboration initiatives that facilitated knowledge-sharing among technical support teams, identifying three key areas for product improvement and enhancing overall team efficiency

Teacher Assistant

01.2023 - 04.2023
  • I volunteered to help with the Vue.js course as a Teacher Assistant

Customer/Technical Support Representative

Urgently Software
04.2021 - 03.2022
  • Managed the Roadside breakdowns easier for customers in times of need & provided a human connection to our customers, partners, and service providers with Empathy
  • Handled outbound calls & got the Quotes from the service providers, negotiated as well as compared the quotes & assigned the best one
  • Exhibited a high sense of urgency and works well under pressure as well as a curious investigator who is not afraid of a challenge and is driven to provide their best work
  • Utilized expert experience and knowledge of distributed high-performing systems, algorithms, and data structures to design, build, and launch new systems that perform at a global scale

Technical Support Representative

Hinduja Global Solutions
09.2019 - 11.2019
  • Answered inbound calls and fix the customer internet through troubleshooting
  • Managed the customer’s database accounts, performed customer verification and troubleshoot applications, orders and requests of the customer
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy & resolving their problems

Junior Java Developer

Magic Infocom Private Limited
01.2007 - 12.2008
  • Designed, implemented & developed the code for an application
  • Troubleshooted, developed & resolved production problems for the existing application
  • Developed Web applications with Core Java, JSP, Servlet, Struts, HTML, XML, MySQL, and Jasper Report

Education

Full Stack Java Developer Course -

BusyQA
12.2022

SQL Crash Course for Beginners -

Data Science Dojo
12.2022

NODE JS Certification Course - CSS, JavaScript, HTML

ComIT
12.2021

Top Python and JavaScript Programming Bundle -

Udemy
12.2021

Complete Java SE 8 Developer Course -

Udemy
12.2021

Bachelor of Engineering - Computer

Gujarat University
12.2007

Skills

  • MacOS
  • Windows
  • HTML
  • CSS
  • JavaScript
  • Java 8
  • Maven
  • Gradle
  • JIRA Software
  • Docker
  • Oracle
  • My SQL
  • MongoDB
  • Git
  • Git hub
  • J2EE
  • Spring
  • Hibernate
  • Express
  • Angular13
  • Eclipse
  • IntelliJ
  • Edit pad lite
  • Visual Studio Code
  • Sublime text
  • Salesforce Proficiency
  • Zendesk

Languages

English
Full Professional
Hindi
Full Professional
French
Elementary

Timeline

Teacher Assistant

01.2023 - 04.2023

Technical Support Representative

Granicus Software
03.2022 - 10.2024

Customer/Technical Support Representative

Urgently Software
04.2021 - 03.2022

Technical Support Representative

Hinduja Global Solutions
09.2019 - 11.2019

Junior Java Developer

Magic Infocom Private Limited
01.2007 - 12.2008

SQL Crash Course for Beginners -

Data Science Dojo

NODE JS Certification Course - CSS, JavaScript, HTML

ComIT

Top Python and JavaScript Programming Bundle -

Udemy

Complete Java SE 8 Developer Course -

Udemy

Full Stack Java Developer Course -

BusyQA

Bachelor of Engineering - Computer

Gujarat University

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Vrunda Upadhyay