1. AKSHITA AGRAWAL
TEAM LEAD | PRODUCT CONSULTANT
Career Objective
To pursue a challenging, dynamic,responsibleand rewardingcareer at an esteemed organization and contribute
to its growth by applyingmy professional expertise, skills and enthusiasm intoits processes.
Professional Summary
 Around 5 yrs of workexperience in managed services / specialized product support / consultingon JAVA
based applications with usageof SQL, WebSphere and others.
 Currently workingas Team Lead / Product Consultant at Infogix (India) Pvt Ltd.
 Worked as a Team Lead for ‘Doctor Experience” team at Practo leading a team of 25 “Product Support
Specialists”spread across various channels.
 Experience in softwareupgrade and Database (SQL) analyst, networking,application support including
maxSQL and Filemaker Testing
 Experience in WebSphere servers implementation, support, workload management and performance
tuning.
 Thorough knowledge of Windows Vista; Windows XP; Windows 2000 Server; Windows Server 2003;
Windows Server 2008; Windows NT.
 Good troubleshooting skills and a passion for problem solving and investigation. Ability to work with
conflicting priorities, own initiatives and maintain a customer-centric focus by building tremendous
customer momentum.
 Operational support experience - ability tocapturethe user environment during troubleshooting, turn on
features by software configuration and work towards speedy and accurate resolutions for client issues.
 Responsible for team utilization tracking,assigningof work, issue escalations.
 Preparingweekly team schedule, working treacherously for maximum issue resolution.
 Hands on experience at customer handling, issues resolution,support activities.
 Hands On experience in workingwith SQL server 2008/2010.
 Deployment and Testing of Upgraded Versions in SoftwareDevelopment.
 Post Deployment/Upgrade support & bug reportingfor beta versions of the software.
 Pre / Post deployment enhancements & customizations tomeet the client requirements.
 Create effective Documentation, Test cases, Test results,Sanity checks and issue reports.
 Migration of data from one version of Databasesystem to another.
 Extensive documentation and training experience.
akshita.agrawal11@gmail.com
+91-9591513056

2.  A quick learner and appreciates new and challenging situations.
 Good verbal and written skills, strong in documentation.
Work Experience
Infogix (India) Pvt Ltd (Aug 2015 – till date)
Role: Team Lead + Product Consultant
Projects: Managed Services
Domain: Banking/Insurance/Finance
Team Lead Responsibilities
 Managing a team of 12 product consultants.
 Responsible for workload distribution.
 Make sure the team utilization is around 90%.
 Weekly team activities presentation totop management.
 Managing issue escalations.
 Involved in team building activities.
Product Consultant Responsibilities
 Responsible for all Product related tasks including installation,configuring,troubleshootingof the
product.
 Provide support to customers using Infogix Products by analyzingcustomer issues and carry out
diagnosis and troubleshootingfrom the logs and issue description provided.
 Providing inputs after reproducing the problem scenario, researchingtheinternal knowledge baseand
tools available.
 Escalate product defects to development team
 Answer customer queries on installation and configuration of Infogix Products with third party software
on Windows and Linux platforms.
 Ensure every Cases is being walked from inception to satisfactory completion in theshortest possible
time, with thebest quality of response.
 Handing renewals and generation of new license file for Mainframe and Distributed Products of Infogix.
 Coordinating with theAssets Management Team and Customer Advocates when new license request
comes from the customer.
 Experience working with Atlassian Jira and Confluence.

3. Project: American Family Insurance (Aug 2015- Till date)
 Provide production support to job failures in Autosys during business off hours and weekends,
investigateand report theroot cause of control failures.
Practo Technologies Pvt Ltd. (Nov-2014 – July 2015)
Role: Team Lead for the Doctor Experience team Practo Technologies
Practo has a cloud-based application which helps doctors track, maintain patient records, prescriptions.
Practo also offers easy apps, portal for searching doctors in your area on varied parameters.
Project: Product Support
 Lead a team of 25 “Product Support Specialists’” spread across various channels.
 Practosupport activities havethreechannels – Calls, Emails & Chats. My major focus is to make sure all
the channels have continuous availabilityand maximum custom satisfaction.
 Responsible for all thequeries, issues and their resolution on a daily basis support activity.
 Also, act as point of contact for senior management in order to trackthe team performance.
 Generatingdashboards for D.E. team performanceon a daily,weekly and monthly basis and creating
SLA reports for the same. Dashboards also prepared for understandingthemonthly Customer
satisfaction index.
 Responsible for the Quality feedback for individual associates within theteam.
 Preparingweekly team schedule, working treacherously for maximum issue resolution.
 Mentoring new resources and help them quickly transform intoan efficient team player.
 Hands on experience at Support activities,issues resolution.
 Involved in new product features discussion and finalization with thecore product technical team.
First Insight Solutions Pvt. Ltd. (From July ‘11 –March ‘13)
Role: Software Support & Upgrade’s Engineer in the Software Upgrades / Migration
First Insight provides a MaximEyes 11 software which is a complete relational database solution which
can be used by Eye care Practices. Using this software Eye care doctors can manage running their
practice’s paperless in a networked environment. It consists of several modules which provide
comprehensive solution to the Doctor’s for their database needs. The upgrade was provided as an
alternative to the already existing MaximEyes 6 which consisted of lesser features. Migrating data from
an old database to new database in FileMaker gets tedious & time consuming and hence the need for
the auto-upgrade.
 Development of scripts which will auto migratedata from old version of databases tothe current version,
reducing human intervention.
 Deployment on beta client systems.

4.  Manually testingthe upgraded databasefiles & the front end GUI.
 Deployment of the upgraded build for strategic clients.
 Compiling documentation which will help in easy usage of the auto – upgrade scripts.
 Developing hotfixes for thebugs reported in thenew version.
 Defect Management.
 Pre / Post deployment enhancements & customizations tomeet the client requirements.
 Create User Manuals, Documents for internal as well as client usage.
 Create effective Documentation, Test cases, Test results,Sanity checks and issue reports.
 Migration of data from one version of Databasesystem to another.
 Development of tracking tools for internal usageusing RDBMS.
 Coordinate with engineering department and following up with them for the escalations,conduct SQL
Trainings,Integration Trainingfor maximEyes and SQL, conduct Trainingsessions for New Hires etc.
and Create New Documents for internal and employees.
Mphasis an HP Company (From December ‘10 – July ‘11 )
Role: Technical Support Associate ITO
Academic Background
 Bachelor’s of Engineering from Bhopal Instituteof Technology & Science (RGPV) in 2010.
Personal Information
Date of Birth 04th Jan 1988
Languages English, Hindi
Nationality India
Passport K4889039
Marital Status Married