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Aakriti Arora

@aakritiarora

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I troubleshoot SaaS platforms, operating systems, networks, and production backend workflows.

India

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What I'm looking for

I'm looking for a technical support or backend operations role where I can troubleshoot SaaS applications, manage incidents, improve workflows, and grow my cloud and production support skills.

I'm supporting cloud-based SaaS applications at Cognizant Technology Solutions across Production and RED environments, handling backend troubleshooting, data extraction, issue analysis, and workflow operations.

I use Jira and Atlassian tools to manage incidents and tasks, configure backend rules and workflows, train chatbots for customer interactions and agent transfers, and implement JSON-based changes that improve UI behavior and system functionality.

Previously at Teleperformance, I provided voice-based technical support for Adobe customers across Windows and macOS. I resolved operating system, software, hardware, peripheral, installation, compatibility, and remote desktop issues.

I'm also experienced in network troubleshooting using Ping, IPCONFIG, TRACERT, and DNS commands, with knowledge of AWS services including EC2, S3, IAM, and VPC.

Experience

Work history, roles, and key accomplishments

Current

Senior Process Executive

Current

Cognizant Technology Solutions

Jan 2026 - Present (8 months)

Provided backend support and troubleshooting for a cloud-based SaaS platform in production and RED environments. Utilized Jira and Atlassian for incident management, configured backend rules and workflows, and trained chatbots for customer interaction.

SaaS Backend Support Troubleshooting Jira Atlassian JSON Workflow Automation

Technical Support Engineer

Teleperformance

Dec 2024 - Dec 2025 (1 year)

Delivered international voice-based technical support for Adobe customers on Windows and macOS. Diagnosed and resolved hardware, software, and network issues, and provided remote desktop support.

Windows MacOS Troubleshooting Remote Support Networking DNS

Education

Degrees, certifications, and relevant coursework

Lucknow University

Bachelor of Science, Mathematics

Pursued a Bachelor of Science in Mathematics at Lucknow University.

National Institute of Electronics and Information Technology

Business Professional Programmer, Information Technology

Activities and societies: Gained hands-on knowledge of IT tools and business systems; completed coursework in IT and Web Design; learned programming fundamentals in C Language; studied ICT resources with practical examinations and applied projects.

Completed a Business Professional Programmer certification covering IT tools, web design, C programming, and ICT resources.