Prerna Rishi.
I am a Technical Support Analyst with a strong foundation in CRM systems, ITSM tools, and incident management.
About
About Me
I am a dedicated Technical Support Analyst with expertise in CRM platforms, ITSM tools, and production issue resolution. With hands-on experience in Salesforce, ServiceNow, QuickBooks, and Jira, I specialize in resolving high-priority incidents, debugging API issues, and improving operational workflows. My ability to analyze root causes, automate processes, and streamline support functions allows me to deliver consistent value to users, teams, and business operations.
MY PROJECTS
IT Service Desk & Incident Management System
TechAssist
A centralized system designed to streamline issue tracking, triage, and resolution using ServiceNow and Jira, improving P1 handling and cross-team collaboration.
Production Support & Security Monitoring Platform
NetShield
An integrated support solution focused on real-time alerting, secure access control, and recurring incident prevention across CRM and API systems.
System Performance Optimization Tool
SysOpt
A robust backend toolset for validating deployments, enhancing system uptime, and automating diagnostics to ensure smooth Salesforce and IT operations.
Work Experience
Customer Support Intern
- Streamlined POS transactions and trained 4 team members, improving cashiering time by 15%.
- Handled 150+ customer inquiries monthly across digital platforms, reducing resolution time by 22%.
- Standardized documentation and scripts, reducing escalations by 18%.
Client Service & Admin Support (Part-time)
- Managed invoices, transactions, and reconciliations in QuickBooks, improving ledger accuracy.
- Handled 30+ client emails/day and organized 10+ client meetings weekly.
- Standardized filing systems, boosting year-end filing speed by 30%.
Technical Analyst & Salesforce Administrator
- Reduced average P1 resolution time by 28% through root cause analysis and triage calls.
- Managed user roles and security in Salesforce; reduced admin onboarding time by 35%.
- Led UAT and release documentation for 40+ Salesforce deployments with zero rollbacks.
System Engineer & Incident Management
- Resolved 500+ monthly incidents in ServiceNow, improving resolution rates by 25%.
- Debugged Salesforce-Adyen API issues, restoring payment accuracy to 99.2%.
- Reduced major incident recurrence by 20% through detailed war-room post-mortems.
Education
PG Certificate in International Business Management
- Explored global business environments, strategy, and operations in a Canadian context.
- Enhanced communication, teamwork, and cross-cultural business management skills.
PG Certificate in Information System Business Analysis
- Studied system requirements gathering, documentation, and process modeling techniques.
- Learned tools like Jira, SQL, and UML for effective business analysis and IT alignment.
Master of Technology in Computer Science
- Advanced coursework in algorithms, software systems, and data engineering.
- Completed research-based modules focused on scalable backend systems and software testing.
Bachelor of Technology in Computer Science
- Built strong fundamentals in programming, databases, and software engineering.
- Worked on academic projects covering Java, SQL, and system design principles.
