Melisha Dsouza

Background

About Melisha Dsouza

Intern Udaya Group of Industries - Manipal, India, 10/2020 - 12/2020 > Preparation of Receipts and Payment account, Profit and loss account.> Preparation of Trial Balance and Balance Sheet of the account.> Handled phone calls and responded to emails on behalf of staff, keeping senior members free to focus on larger issues.> Supported meetings by preparing materials, setting up spaces and taking notes.> Registered information on database to preserve accurate details.> Helped formulate expenditure reports to submit to manager. Support Analyst - Anthology International Pvt. Ltd - Bangalore, India, 10/2021 - 01/2024 > Collaborate with team members and cross-functional teams in India and the US.> Investigating, resolving, and providing root cause analysis on reported application issues.> Identify and document new processes related to quality functions.> Effectively communicating timely updates to customers through the appropriate incident tracking tools.> Build and maintain knowledge of the database structure, configuration files, integrations, and business flows to assist with issue investigation and resolution.> Created Test Specifications, traceability matrices, and test scripts to cover requirements.> Help create Client Services documentation, including Knowledge Base articles.> Develop solution and business analysis documents for these projects like defects and enhancements.> Tested the issue on the PROD and UAT and provided the resolution within a minimum time.> Mentor and train juniors in the technical and procedural aspects of our products and operations.> Took live calls with the customers.> Involved in the Discovery sessions, and Deep-dive sessions that made me understand the product effectively.> Educate clients about new functionalities in the Product.> Participate in upgrades and projects related to Learning Management Systems.> Take ownership of resolving support tickets, ensuring adherence to SLAs and quality standards.> Identify and document new processes related to quality functions.> Seamless collaboration with the clients.> Involved in highly critical issues during the Upgradation of the customers environment.