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Software support engineer

Bangalore, Karnataka, India
August 18, 2018

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*/**, *************** ******, ***** Indra Nagar,

Selaiyur, Chennai 600073, INDIA. Ph:- +91-702******* EDUCATION

Department of Electrical Engineering, CGPA: 6.7

Prince Dr.K. Vasudevan College of Engineering and Technology, Anna University, India Bachelor of Engineering (Electrical and Electronics) May 2014 PROFESSIONAL SUMMARY

Programming Languages: Python, SQL, C, C++, PLC programming.

Good Understanding and implementation knowledge of OOP, Data structures and Algorithms.

Good problem solving skills with technical knowledge in programming by self-learning.

Having 4 Years of work experience in software product support and engineering support and self- learning of different programming languages

Having good experience in Manufacturing Product Data Management (Engg. support) and worked on tools like Agile(PDM), BaaN and Oracle ERP.

Having good experience in providing 24*7 support for actionable intelligence softwares like Verint, GRASP, Telstrat Engage (call and screen recording solutions) and XTCM

(Transactional content management) and NICE WFM


Working as Information Management Analyst – CONDUENT (Previously Xerox Technologies). From JAN 2016 – present

Project: Verint/GRASP/Telstrat and NICE WFM

Monitor the call Recordings, web tools, servers and file movements 24*7. Diagnose, Troubleshoot and Fix when an issue is found/Reported (Isolated issues).

Manage / Monitor 200 + servers across the globe to ensure all the services are running without any issues.

Retrieve old call recordings from database servers using SQL queries and send it to Ops, Clients.

Scheduled server maintenance every weekend to make sure recordings won’t get affected.

Responsible for creating new support tickets and escalating issue to respective teams and acting as liaison and getting the issue fixed

Maintenance of Voice acquisition and screen acquisition servers and Extension auditing to ensure 100% recording of calls and screens to abide by SLA.

Interacting with Development Team, Telecom team and Network team to resolve issues

Working on client tickets and Alerts within TAT and providing best client satisfaction.

Maintenance of application and platform servers for NICE WFM.

User profile management including Addition, deletion of users (Agents, Supervisors, Managers).

Troubleshooting and fixing issues related to Web station such as loading and performance issues.

Working as Junior Engineer- Global Business Services, FLEXTRONICS INTERNATIONAL Private Limited. From July 2014 to Dec 2016.


Creating setup like product Number, Part number, BOM Structure etc. in AGILE & BaaN for new Products and Creating ECOs to work with BOMs.

Work as a Change Analysts during NPI for new changes

Study the ECOs / Drawings closely and coordinate with Product Engineering Team.

Planned and allocated work for the team and myself

Hands on experience using Oracle Agile, Oracle ERP, BaaN ERP.

Maintaining a database of Approved Vendor list in Oracle ERP. KEY SKILLs

Passionate and eager to learning new things and interested in taking up new challenges.

Strong communication and interpersonal skills

Ability to adapt with a highly challenging work environment and perform accordingly

Researching and finding the root cause when an issue is reported/found and documenting it, to improve quality and TAT for impeccable customer satisfaction. ACHIEVEMENTS

Received “THNX AWARD” and “TEAM AWARD” for best individual and team performance respectively.

Won “Feather in the Cap Award” for managing 100 + servers alone when we had a major outage in the Data Center.

Optimized “Material Sourcing and Substitution” methods and saved $67,000 and warehouse space for site.


Attended a 10 months training course in PLC (Programmable logic Controllers) Programming and Introduction to SCADA.

Attended a workshop, Workshop and Zonal Round, Department of Electricals and Electronics

(ROBOTRYST-2014, Organized by IIT-Delhi and Robosapiens Technologies pvt. Ltd)

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