SACHIN S K

Email : [email protected]
Phone : 8105351801
2 years’ Experience in product support proven track of solving tickets in given SLA. Conscientious
and organized individual with exceptional time management ability. Personable team player with
superior communication and interpersonal skills. Experience in triaging customer issues or providing
Level-1/2 technical support.

Skills
• L1, L2 Support
• Operating System: Windows 10, UNIX
• Problem Solving, debugging , Trouble Shooting, Ticketing
• Databases , Oracle 11g , Mysql
Competencies
• Clarity and Decision Making

• Customer Support

• Customer Delight

• Hard Work and Persistence

• Flexibility and Adaptability

Responsibilities
• Manage timely resolution of all critical and/or complex production issues.
• Triage, diagnose, and troubleshoot daily inbound support issues of our product from our customers.

• Read and debug application logs to determine root cause and remedy when appropriate.

• Become an expert on our product and handle Tier-2/Tier-3 issues including reproduction in our test
environments and filing defects when appropriate.

• Keep updated with software release changes, feature changes, and new application behaviour by
attending QA and Product meetings and regularly participating in release or system testing.

• Attend weekly product engineering meetings to discuss issues pertinent to support

• Monitor production logs and alert systems and respond to issues that require remediation.

• Analyse and propose RCA for the issue. This could potentially become a product enhancement.
Document the RCA and possible solutions further by core dev. team.

• Understand, create and execute optimized database SQL queries to fix data-related issues.
 • create a knowledge base of troubleshooting articles.

• excellent team player and should be able to take responsibility for the ticket

• Manage your own time and work well both independently and as part of a team
• Troubleshoots business and production issues by gathering information (for example, issue, impact,
criticality, possible root cause, performing root cause analysis to reduce future issues.
• Provides and supports the implementation of business solutions by building relationships and
partnerships with key stakeholders; identifying business needs; determining and carrying out
necessary processes and practices.
• Monitoring progress and results; recognising and capitalising on improvement opportunities; and
adapting to competing demands, organisational changes, and new responsibilities.

Technical Summary
• Good knowledge of database concepts, tables , Constraints, creating backup tables

• Able to write SQL commands including DDL, DML and Select statements

• Good with Joins, Aggregate functions and Subqueries

• Exposure to Database objects Procedure , functions and packages

• Exposure to Python scripting

• Able to work in UNIX environment

• Knowledge in API / API debugging

Employment History
Working as Product Support Analyst in “ Sarlak Techno Systems” Bangalore starting Sept-2019 till
Date.

Education Details
Completed BCA in S R N M College of applied science in Shivamogga in 2020 at 60.25%

Projects
E-commence – Dealshare Duration May
2021 - till here
DealShare is an online marketplace for consumer goods. The company's core idea is to make online
shopping easier for first-time internet users. The marketplace is focused on groceries, consumer
electronics, and household items .

Roles and responsibilities

• Supporting bulk products upload

• Scheduling and monitoring reconciliation jobs

• Tracking order related issues

• Conducting smoke tests on bug fixes

• Preparing sql statement for adhoc reports

• Addressing payment gateway errors

• Infrastructure support for storage , patching and deployment

Project #1
Wisenet Elevate Duration
May 2021 - till here
• Work with our customers to understand their problems, frustrations and roadblocks.

• Track, log and respond to support tickets.

• Provide your analysis to internal stakeholders, educating and evangelizing for improvements that
result in a support experience that delights customers.

• worked on-call support for 24/7. Meet established Service Level Agreements (SLAs)

• Primary point of contact for ticket resolutions, data transfer jobs, and morning system availability
testing.

• Manage Incidents and Problems – Triaging, logging, prioritizing, tracking, communicating, and
resolving, from beginning to end, the resolution of all incoming support requests.

• Lead problem analysis and root cause analysis on key issues.

• Trouble shooting, Analysis, Design, Development and Testing for the business and technical
requirements.

• Real time solution for issues as per the Service Level Agreement [SLA].

• Identifying and resolving technical issues.

• Analyse and report product/Application malfunctions immediately to concerned team.

• Follow up with clients/users to ensure their technical issues are resolved.

Tools used
• Putty

• Ticketing tools - JIRA, HP ALM

• Real time monitoring - WILY

• Job scheduler - control m,

• Toad/ SQL developer /

• Documentation – Confluence