Campbell, California, United States
Experienced Application Support Engineer with a demonstrated history of working in the logistics and supply chain industry. Skilled in PHP, Java, HTML, Scrum, and Unix. Strong engineering professional with a Master's degree focused in Management Information Systems.
• Develop monitoring systems and alerts using Prometheus to ensure our team proactively reacts to issues. • Mentor Offshore Engineering Support team thereby enabling round-the-clock monitoring of our systems. • Conduct weekly meetings with our top priority customers, addressing their concerns and translating their new requests to Product Triage flows. • Address issues with our Warehouse Management system to ensure that Shipwire Orders drop on time to the Warehouse. • Track customer bugs and issues with appropriate priorities using Jira and ensure proper escalation processes. • Maintain Confluence documents of all the historical issues and RCAs. • Review meetings with Engineering Support team members, track their learning curve and provide feedback to improve their skills.
• Actively involved in triaging and fixing all support related issues for Idaho Private Exchange, making customer satisfaction as the primary focus. • Hands on experience with tools like RunDeck to fix the anomalies in Production data, and monitoring these defects to make sure that the fixes come out in the next Release Cycle. • Monitor all daily batch jobs related to our product, making sure that all the batch jobs run successfully, and proactively informing the customer for any change in batch schedules. • Worked with Accenture and was actively involved for the successful launch of Covered California during the Open Enrollment period 2013. • Conduct daily triage calls with the CSR team in Idaho to fix the production defects, and conduct meetings with the product management team to incorporate the fixes for these defects in the next release. • Translated business and functional requirements into test scenarios and authored test scripts to automate manual testing process.
Subject Matter Expert for PayPal Debit Card and Bill Me Later projects Visited PayPal headquarters in San Jose, California for a period of 16 weeks and coordinated the offshore team Actively involved in the execution of various test case scenarios by using SilkTest by automating the lifecycle of PayPal Debit Card Responsible for resolving critical customer issues and coordinated with the customer support teams from United States Mentored new employees and imparted regular Product and Technical trainings to the team members Key achievements: Awarded the best performer (PAT- PayPal Appreciates Talent) award within the first 3 months of joining PayPal Received commendation by Senior management in PayPal for delivering the automation tasks on time Reduced the IFR (Internal Failure Rate) to 20% after successfully enhancing the test cases and thereby improved the user experience Developed a script that would reduce the time taken for manual testing by creating PayPal debit card in various stages of activation
Worked closely with the Development team for timely closure of defects within SLA and validated the fixes