Leela Meel

About Leela Meel

Flexible Technical Support Engineer with 10.5 years of experienceand helping clients globally to solve their technology challenges torun smooth operations. With a reputation for service excellence incritical situations, I go above and beyond the core requirements toensure that customer issues are resolved and that proposed solutionswill achieve the intended outcomes for customer satisfaction.Expertise in Technical Support systems and complex environments.Commended for rapidly and effectively resolving downtime andefficiently solving the customer urgent issues. Talented professionalwith leading experience in Cloud Application, Cloud SoftwareSupport. Highly skilled Support Engineer have exceptional supportability and extensive knowledge of Support. Have excellentanalytical and problem-solving skills and a strong ability to work withcritical software.

Experience

1. Senior Technical Support Engineer

   Salesforce

   Jan 2020 — Present · Gurugram, IN

   Served as primary point of contact for support relating to owned solutions and products.Delivered Tier-3 support and SME input to internal and external customers.Explained technical information in clear terms to promote better understanding for non-technical users.Documented faults and bugs for referral to development staff for use in updates.Performed root cause analysis of reported issues to enact corrections.Communicated with stakeholders to share critical technical information and deliver project updates.Extensive experience in Salesforce Service Cloud with specialization in Field Service Lightning.Extensive experience in writing and troubleshooting Apex, Visualforce, batch processes, Lightning Web Components (LWC), REST APIs, web services, triggers, Salesforce DX and FlowsExtensive experience in security and data visibility settings – Profiles, Roles, Permission Sets, Validation RulesExperienced in requirements gathering and developing user stories.Experienced in translating functional and non-functional requirements to system requirements.Experienced in cloud applications, relational databases and web technology.Devising solutions for customers that address concerns, resolve issues & increase satisfactionExperienced in writing Technical Design Documents.Excellent Technical Knowledge Article writing skillExcellent presentation skills with strong client facing and consulting skillsDelivering against challenging targets in sales technology delivery settingsLeading technical conversations & influencing others based on needs and solution benefitsCreating and delivering presentations incorporating persuasive messages to technology and business audiences.Well-developed expertise in software along with hands on software development and delivery experience, including Integration, API Management, and related SDLC.Executing business application users enablement activities (onsite/virtual)Managing complex customer interactions and situations.

Education

• Jhunjhunu Academy Senior Secondary School,Jhunjhunu

  10 / Secondary Education / Matric, General Science , English , Mathematics

  2004 — 2005

• Birla Institute of Technology and Science, Pilani

  Master of Technology - MTech, Computer Engineering

  2015 — 2017

• JIVEM

  12 /10+2/Senior Secondary /Enter, English,Physics,Chemistry,Mathematics

  2006 — 2007

• Rajasthan Technical Univesity (RTU),Kota

  Bachelor's Degree, Computer Engineering

  2007 — 2012

Skills

• Hardware Diagnostics
• Backup Solutions
• Virtualization
• Dns
• IT Hardware Support
• Visual Svn
• Network Administration
• Linux
• Asp.net
• Cpanel
• Ms Sql Server 2008
• Html
• Software Installation
• Active Directory Experience
• Maintenance Management
• Css Javascript
• Html 5
• Sdlc
• Software Deployment
• Tortoise Svn
• Bugzilla
• Iis
• Configuration Management
• Firewalls
• Plesk
• Computer Hardware Troubleshooting
• Application Hosting
• Virtual Hosting
• Web Hosting
• Ftp
• Preventive Maintenance
• Lan Switching
• C# 4.0
• Centos
• Virtualbox
• Router Configuration
• Windows Server
• Information Security
• Stlc
• Sql Server Management Studio