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Prayerline Wisey M

@prayerlinewiseym

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Application Support Engineer with expertise in cloud-based software solutions.

India

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What I'm looking for

I am looking for a role that allows me to leverage my cloud computing skills while fostering growth in a collaborative environment.

I am an Application Support Engineer with over 3 years of experience in providing technical support for cloud-based POS and CRM software. My journey in the tech industry has been driven by a passion for cloud computing and a commitment to delivering exceptional client service. I excel in troubleshooting, client communication, and remote issue resolution, ensuring that business clients receive timely and effective support.

In my current role as a Tech Support Engineer at The Web Fosters, I have successfully resolved 95% of client tickets within SLA, demonstrating my ability to manage technical challenges efficiently. I also contribute to product documentation and collaborate with development teams to enhance our offerings. My previous experience as a Software Trainer and Research Assistant has equipped me with a diverse skill set, allowing me to train others in web technologies and assist in research-based projects.

Experience

Work history, roles, and key accomplishments

Current

Tech Support Engineer

Current

The Web Fosters

Mar 2022 - Present (3 years 4 months)

Provided L1/L2 technical support for a cloud-based SAAS POS-CRM product to business clients. Troubleshot client issues via remote server access (SSH), resolving 95% tickets within SLA.

SaaS L1 L2 Technical Support Remote Access SSH SLA Management Backend Error Troubleshooting

Software Trainer / Developer

Spangles Infotech

Apr 2021 - Jan 2022 (9 months)

Trained students in web technologies including HTML, CSS, JavaScript, PHP, and Laravel. Developed responsive business websites using Bootstrap and Laravel, and optimized them for better performance and SEO.

Web Technologies HTML CSS JavaScript PHP Laravel Responsive Web Design Bootstrap Website Optimization SEO

Research Assistant

Panacorp Software Solutions

Aug 2019 - Dec 2020 (1 year 4 months)

Guided research scholars in their academic and project work, and drafted and reviewed technical project proposals and research documentation. Handled client communication for research-based product requirements.

Research Guidance Research Documentation Client Communication

Education

Degrees, certifications, and relevant coursework

Francis Xavier College of Engineering

M.Tech, Information Technology

Grade: 87%

Completed a Master of Technology in Information Technology, achieving an 87% grade. Focused on advanced topics within the IT field, enhancing technical and analytical skills.

St. Xavier’s Catholic College of Engineering

B.Tech, Information Technology

Grade: 74%

Earned a Bachelor of Technology in Information Technology with a 74% grade. Gained foundational knowledge in IT principles and practices, preparing for a career in technology.