Utkarsh Drall

Experience

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  Accenture

  Sept 2018 - Jun 2019

  QA Analyst

  Collaborated with Business Analysts to expand test coverage from 88% to 96%, enhancing software quality and reducing post-launch issues.● Implemented problem management strategies that led to a 23% reduction in major incidents, improving system reliability.● Developed and executed 70+ test cases using JIRA and iValua, identifying and mitigating 40+ potential issues.● Leveraged tracking systems and metrics to uphold QA standards, directly contributing to improvement in project delivery timelines. Show less

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  T-link ltd

  Dec 2020 - May 2022

  Service Desk Analyst

  Troubleshot and resolved 300+ client issues across hardware, software, and networking, achieving a 97% customer satisfaction rate.● Standardized 40+ client computer systems, reducing system downtime by 41% and improving performance consistency.● Translated complex technical information into understandable language for 15+ non-technical clients, enhancing clarity and clientconfidence.● Delivered expert troubleshooting assistance across 3 communication channels, directly contributing to a 57% increase in client retention Show less

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  Cloud ConneXions

  Feb 2023 - now

  Technical Support Analyst

  ● Migrated 300+ VOIP clients to a new clustered server, achieving 93% success rate with less than 5% downtime.● Led deployment of critical updates for 200+ clients, ensuring 100% on-time delivery and enhancing client application performance.● Created configuration documentation for 17+ client systems, improving client self-service capabilities.● Resolved 200+ technical tickets quarterly, 80% within 24-hour SLA, enhancing customer satisfaction.● Monitored and reported on service usage for 30+ metered clients, optimizing billing accuracy and reducing disputes. Show less