Experience

• 

  E4e

  Apr 2005 - Apr 2009

  Qa
• 

  Symantec

  Sept 2010 - Apr 2013

  Associate product analyst
• 

  Symantec

  Apr 2015 - Feb 2024

  • Responsible for Case Management to scrub the Pending/Abandon bucket and assign the tickets to agents accordingly. • Responsible for managing Consumer Escalation (VIP Escalation) mailbox, ensuring to provide timely response to the issues reported within stipulated SLA. • Provide Tier2 Technical Support for Norton Consumer products across multiple Line of Business such as Voice/ Email/ Chat• Religiously participate and contribute to the discussion in all the tech calls/meetings.• Involved in testing Beta/ Alpha products in engagement with Engineering teams • Involved in testing UAT testing of the support tools• Responsible to interact with Content team to Create/Update Knowledge Base Articles • Religiously share best practices amongst the Tier 2 team and Tier 1 team based on new findings. • Work closely with Product Lead teams to provide in-depth and ongoing information on emerging issues. Show less • Produce high-quality documentation that meets applicable standards and is appropriate for its intended audience.• Write clear and consistent material of high standard both in content and design using text, images and video.• Analyze existing and potential content, focusing on reuse and single-sourcing opportunities.• Work with stakeholders to obtain an in-depth understanding of the product and the documentation requirements.• Reviewing and editing articles for grammar and quality.• Writing metadata for web pages, including unique titles and descriptions.• Understand how the users use the software and think from the user point of view to develop relevant documentation. Show less • Produce high-quality documentation that meets applicable standards and is appropriate for its intended audience.• Write easy-to-understand user interface text, online help and internal articles.• Write clear and concise policies and procedures.• Work with internal teams for product documentation requirements.• Analyze existing and potential content, focusing on reuse and single-sourcing opportunities.• Work with various teams to obtain an in-depth understanding of the product and the documentation requirements.• Professional in XML tool usage like Vasont and XML Editor. Show less

  • Senior Product Support Analyst

    Apr 2013 - Feb 2024

  • Associate Knowledge Engineer

    Apr 2015 - Mar 2018

  • Associate Knowledge Engineer

    Apr 2015 - Mar 2018
• 

  Thoughtclan technologies pvt ltd

  Sept 2021 - now

  Qa engineer