Prayag

Demonstrated experience with SQL.

Demonstrated experience with PostgreSQL.

Demonstrated experience with Python.

Demonstrated experience with Power BI.

Demonstrated experience with DAX.

Queried and validated data integrity across PostgreSQL and MongoDB databases, analyzing application records to identify inconsistencies and support data quality improvements.. Performed automated and regression testing using Cypress to identify defects, validate application workflows, and support reliable production releases.. Analyzed business requirements and application workflows to design test scenarios, identify process gaps, and communicate findings to the development team for resolution.. Collaborated with cross-functional teams using Jira and GitHub to track defects, monitor sprint progress, prioritize issues, and support timely delivery.

Promoted from T1 Support → T1 Mac Support → Senior Technical Support Representative in under 12 months by consistently exceeding KPIs and demonstrating strong problem-solving ownership.. Ranked Top 3 Performer across North America on resolution rate, handle time, and CSAT — maintaining an 85% CSAT score while handling 40+ cases daily.. Resolved tickets using structured troubleshooting and root-cause analysis, cutting repeat contacts by 33% and improving connectivity resolution rates by 21% in one month.. Diagnosed complex hardware, software, account, and connectivity issues for Apple device users while maintaining 100% SLA compliance and collaborating cross-functionally on high-priority escalations.