Poonam Mitra

IT Professional | Full-Stack Developer | Technical Support Specialist

Bangalore, IN.

About

Results-driven IT professional with 3+ years of experience across full-stack development, technical support, and network engineering, adept at building scalable web applications and optimizing IT service delivery. Proficient in Python, .NET, SQL, and MVC frameworks, I leverage strong problem-solving skills to diagnose complex issues, enhance system reliability, and achieve exceptional client satisfaction, evidenced by a 95%+ first-contact resolution rate and 90%+ CSAT scores. Certified in Full-Stack Development and CCNA, I am committed to delivering high-quality, customer-focused technical solutions that drive efficiency and maintain robust infrastructure.

Work

Enphase Solar Energy

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Customer Support Engineer

Bangalore, Karnataka, India

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Summary

Provided expert technical support to over 50 international clients weekly, resolving complex product setup, gateway connectivity, and battery system issues with a consistently high 95%+ first-contact resolution rate.

Highlights

Resolved complex product setup, gateway connectivity, and battery system issues for over 50 international clients weekly, achieving a 95%+ first-contact resolution rate.

Diagnosed and resolved critical electrical and network-related issues through advanced voltage reading and system log analysis, reducing average troubleshooting time by 30%.

Maintained exceptional customer satisfaction with consistently top CSAT scores (≥90%) by providing clear communication, effective problem-solving, and customer-focused service delivery.

Intel

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Senior Technical Process Executive

Bangalore, Karnataka, India

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Summary

Managed critical IT processes and user lifecycle within a large enterprise environment, ensuring high service availability and efficient access management.

Highlights

Managed over 1,000 user accounts in Azure Active Directory, implementing robust RBAC policies and SQL-based access provisioning to ensure secure and compliant user lifecycle management.

Monitored and enforced stringent SLAs with 98%+ adherence, proactively troubleshooting network and access issues to minimize downtime and maintain high service availability.

Collaborated with cross-functional IT teams to streamline processes and automate SQL scripts for access control, enhancing overall IT service delivery efficiency by 20%.

Accenture

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Network Engineer (Contract)

Bangalore, Karnataka, India

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Summary

Executed critical network infrastructure setups and provided advanced troubleshooting to ensure robust connectivity and high service reliability for client environments.

Highlights

Executed over 20 complex network infrastructure setups, including CPP, LDD, and physical installations, ensuring 99% connectivity uptime across diverse client environments.

Performed advanced network troubleshooting and fault resolution, reducing recurring connectivity issues by 25% and significantly improving overall service reliability.

Implemented proactive network monitoring and diagnostic strategies to identify and mitigate potential vulnerabilities, ensuring continuous service operation and stability.

Aceline Solutions

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Software Developer

Bangalore, Karnataka, India

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Summary

Developed and deployed scalable web applications and optimized database performance, significantly enhancing internal operations and team productivity.

Highlights

Developed and deployed over 5 MVC-based web applications using ASP.NET and ADO.NET, implementing comprehensive CRUD functionalities to streamline internal operations.

Optimized database performance by designing and executing over 100 complex SQL queries, reducing query response time by 20% for critical data operations.

Leveraged Entity Framework and SQL Server to build scalable, database-driven internal tools, directly improving team productivity and process efficiency by 15%.

Education

Gulbarga University

Gulbarga, Karnataka, India
Bachelors Computer Science and Engineering Grade: 7.4/10 CGPA

Awards

Exceptional Customer Satisfaction (CSAT) Achievement

Professional Recognition

Recognized for achieving 95%+ CSAT scores, demonstrating strong leadership, effective problem-solving, and customer-focused support.

Best Performer of the Month

Professional Recognition

Awarded for consistently delivering high-quality technical solutions and exceptional performance.

Certificates

Microsoft Certified Full-Stack Developer

Microsoft

Python Fullstack

Kodnest

Python Course

Internshala Internship

Python Course

Codsoft Internship

Softskills NPTEL

NPTEL

Skills

Programming Languages

Python, .NET, C++ (CPP).

Web Development

ASP.NET, ADO.NET, MVC Frameworks, Full-Stack Development, CRUD Operations.

Database Management

SQL, SQL Server, Azure Active Directory (AD), Role-Based Access Control (RBAC), Entity Framework.

Networking & Infrastructure

OSI Layers, UDP, VPN, SSL, TCP/IP, Network Troubleshooting, LLD (Low-Level Design), Network Infrastructure Setup, Connectivity Uptime, Fault Resolution.

Operating Systems

Linux (Ubuntu, CentOS), Windows.

Development & IT Tools

Git, JIRA, IT Service Management, SLA Management.

Data Science & Machine Learning

AI/ML, Linear Regression, Random Forest, XGBoost, Exploratory Data Analysis (EDA), Feature Engineering, Matplotlib, Seaborn, Chart.js.

Data Structures & Algorithms

Arrays, Linked Lists, Stacks, Queues, Sorting Algorithms.

Professional Skills

Customer Support, Problem-Solving, Cross-functional Collaboration, Process Optimization, Technical Support, Leadership, Communication, Strategic Thinking, Client Satisfaction.

Projects

Real Estate Price Prediction using AI/ML

Summary

Developed a machine learning model for property price prediction using features like location, area, rooms, and amenities, providing actionable insights for real estate stakeholders.

Full-Stack Weather Forecasting Web App

Summary

Developed a full-stack web application designed to provide real-time and forecasted weather information based on city searches with high performance.