Soumiya Kanwar

Experience

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  Hexaware Technologies

  May 2019 - Oct 2022

  • Supported a Financial client by providing Level 2 & 3 (L2 & L3) support for troubleshooting and enhancing AutoSys jobs in production and infrastructure environments using technical expertise in system maintenance. • Resolution of Priority 1 & Priority 2 tickets within defined SLAs. • Leveraged data analysis tool Power BI & Tableau to create and automate weekly and monthly reports, tracking KPIs to monitor workflow efficiency and identify areas for improvement. • Leveraged advanced SQL techniques to develop efficient and maintainable stored procedures for extracting data from complex relational databases resulting in streamlined report generation and improved data accuracy by 30% compared to manual extraction methods. • Provided support for NetBackup system, ensuring data backup and recovery processes run smoothly reducing recovery time by 20%. • Remote administration of servers performing routine server maintenance tasks resulting in reduction of manual server management time and a decrease of 25% in server downtime due to proactive maintenance. • Contributed to ETL processes, extracting data from various sources, transforming it as per business requirements, and loading it into target systems, highlighting proficiency in data integration and transformation techniques. • Mentored junior team members, disseminating knowledge and skills essential for effective job performance, and created comprehensive KT (Knowledge Transfer) documentation to ensure continuity and knowledge retention within the team. • Ace of the quarter award for outstanding customer support to clients. Show less

  • Software Engineer

    Aug 2020 - Oct 2022

  • Associate Software Engineer

    May 2019 - Aug 2020
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  Tesco Mobile

  Mar 2023 - Aug 2024

  Customer Assistance

  Assist customers with choosing the perfect phone contract based on their needs and budget. Handle porting requests, ensuring a smooth transition from their old provider. Troubleshoot customer phone issues and guide them towards solutions. Provide exceptional customer service, resolving inquiries and complaints efficiently. Maintain a welcoming and informative environment for customers in the store. Contribute to achieving sales targets for phone contracts and accessories. Excellent communication and interpersonal skills. A strong understanding of mobile phone technology and network providers. The ability to problem-solve and find solutions for customer concerns. A passion for exceeding customer expectations and delivering a positive experience. A team player with a positive and enthusiastic attitude. Show less

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  Dublin Business School

  Aug 2024 - now

  Technical Support Analyst

  • Provided technical support for IT issues via phone, email, chat, and walk-in, ensuring timely resolution within established response times.• Managed network security by configuring and maintaining firewalls to safeguard critical infrastructure from unauthorized access and threats.• Tracked and managed all technology assets to ensure accurate inventory and asset control.• Supported users on Google Workspace applications to enhance productivity through email configuration and collaboration tools. Show less