Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic
Pallavi Verma

Pallavi Verma

Nuremberg

Summary

Dynamic professional with a blend of individual contributor and leadership experience, specializing in tools automation, product configuration, documentation, and CRM management. Proven expertise in generating insightful client reports using analytics tools such as Mixpanel. Skilled in team management while effectively addressing day-to-day technical challenges in a SaaS environment and ensuring quality assurance for new tool implementations. Committed to driving efficiency and enhancing user experience through innovative solutions and strategic oversight.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Application/Frontend Support

commercetools
09.2022 - Current
  • Platform support and assisting customers in SaaS integration
  • Working with GitHub and basic Git. Troubleshooting CLI issues
  • API Testing (Get, Post, Update, Patch) using Postman.
  • Connecting with developers and customer success engineers and logging bugs via Jira.
  • Log Analysis using Humio while working on high priority incidents
  • End-to-end application debugging.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Organized and detail-oriented with a strong work ethic.

Support & Insights Engineer (Power BI)

Cognigy.AI
04.2022 - 08.2022
  • 1. Extracting raw data using API and transforming into a visualized data using Power BI.
  • 2. Client support on the AI product (NLU/ML)
  • 3. API Testing (Get, Post, Update, Patch) using Postman.

Webtools/ITSupport Lead/Operations Specialist

Aperian Global
07.2015 - 12.2021
  • 1. Ownership of the software platform, Freshdesk/Zendesk. This includes being the owner of the canned responses and the solutions library and ensuring they are updated as needed. Managing transition of support ticketing system from Freshdesk to Zendesk.
  • 2. Maintained leads and contacts, managed opportunities in Salesforce and assisted sales team.
  • 3. Coordinating and working with the cross-functional team to streamline the process.
  • 4. Managing projects using a Project Management tool - Asana.
  • 5. Tracking and providing client usage using the analytics tool Mixpanel.

Noc Engineer

Yahoo! SDC
04.2013 - 01.2014
  • 1. Worked on Linux (putty) – SNMP failed, SNMP OK, disk space, https, Akamai, and other network related issues.
  • 2. Escalated issues via SERVICE NOW, NETCOOL and BUGZILLA.
  • 3. Provided first-level triage using Unix/Linux for the entire Yahoo!
  • 4. Responsible for incident management and running outages.
  • 5. Interaction with Development and QA teams for resolving critical service related issues.

Captivate/RoboHelp/Technical Writing/FrameMaker Product Support

Adobe
12.2010 - 04.2013
  • 1. Created presentations, interactive quizzes, e-learning content, and online HTML content using Captivate and uploading courses on learning management system (LMS).
  • 2. Handled technical writing products (Captivate, RoboHelp, and FrameMaker).
  • 3. Created online books, online help, online manuals etc. for clients using RoboHelp.
  • 4. Handled Adobe products install issues and download issues.
  • 5. Have handled the escalated cases from Teleperformance (Adobe Vendor)
  • 6. Provided Pre-Sales and Post-Sales technical consulting.
  • 7. Managed and assigned cases within the team as a Queue Manager.
  • 8. Worked on the learning management system (working with the SCORM settings for uploading e-learning content on LMS).

Desktop Engineer

Dell
11.2009 - 12.2010
  • 1. Worked with DELL as a Desktop Engineer. Dealt with the basic desktop, laptop, printer troubleshooting and basic networking.
  • 2. Performed upgrades, installation of software and drivers and essential desktop troubleshooting.
  • 3. Worked as the Sales Representative and successfully met daily targets (US $ 250).

Education

Bachelor of Engineering - Electronics & Communications

VTU
India
06.2009

Skills

  • Troubleshooting/debugging
  • Problem Solving
  • Customer Excellence
  • Client and Customer Advisor - B2B/B2C
  • Client Engagement
  • Client Coordinator
  • Log Analysis using Humio (CQL queries)
  • Evaluating API responses using Postman
  • Netlify configuration
  • Basic Kubernetes
  • Grafana
  • Mixpanel & Power BI reporting and Analytics/ Visualization (Customer Trends, Insights, Dashboards, Funnels, Monthly/ Quarterly/Annual Reports)
  • Freshdesk, Zendesk, Office 365, Asana, CRM, Jira, Dragonboat
  • Git, GitHub

Websites

Certification

German B1 (TELC) and B2 (in progress).

Languages

English
Bilingual or Proficient (C2)
German
Upper intermediate (B2)

Timeline

Application/Frontend Support

commercetools
09.2022 - Current

Support & Insights Engineer (Power BI)

Cognigy.AI
04.2022 - 08.2022

Webtools/ITSupport Lead/Operations Specialist

Aperian Global
07.2015 - 12.2021

Noc Engineer

Yahoo! SDC
04.2013 - 01.2014

Captivate/RoboHelp/Technical Writing/FrameMaker Product Support

Adobe
12.2010 - 04.2013

Desktop Engineer

Dell
11.2009 - 12.2010

Bachelor of Engineering - Electronics & Communications

VTU

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Pallavi Verma