Shanthi Jaiswal

Cell Phone: 415-***-**** Email : advmf6@r.postjobfree.com

SUMMARY:

Technical services, QA and escalation engineer with 12+ years of experience in the areas of Software development, Healthcare, and eDiscovery.

Systematic and logical approach towards problem solving.

Analytical and detail-oriented with excellent organizational and project management skills.

Friendly and personable with an ability to collaborate effectively in a team environment as well as work independently.

TECHNOLOGY/TOOLS:

Operating Systems: Windows Server 2012/2008 R2/2003, Windows 10/7/XP

Languages: Java, Visual C++ 6.0, Visual Basic 6.0, HTML, XML

Databases: MySQL 5.0, SQL Server 2008/2000, Derby, PostgreSQL

Webserver: Tomcat Apache Server 5.0

Software Tools: JIRA Ticketing System, BareTailPro, Microsoft Office Suite, Titan/Filezilla FTP,

Confluence Knowledge Base System, SalesForce.

Monitoring Tools: Splunk, Solar winds, Icinga and AWS cloud watch alert monitoring.

EDiscovery Tools: Transym OCR, Quick View Pro, View One Pro, Brava Document Viewer,

Oracle Outside In.

PROFESSIONAL EXPERIENCE:

BigBellySolar LLC, Needham, MA – Technical Support Representative

Sep 2022-Jan 2023

Provided Technical Support for clients in NJ/NY/NYC area.

Provided Installation Support and Functional QA for “NYC Compost” App. This App monitors over 240 compost stations installed in NYC boroughs.

Recommind is OPENTEXT, Norwood, MA - Technical Services Engineer April 2016 – Sep 2016

Tier 3 - Technical Services Engineer supporting Axcelerate applications exclusively on AWS Cloud.

Recommind, Norwood, MA - Technical Support and Escalation Engineer March 2014 – March 2016

Tier 2 - Technical Support Engineer supporting Axcelerate, an industry leading eDiscovery Product for On Premise, On Demand (Lexis Nexis Hosted operations) and SaaS(AWS cloud) clients.

Acquired detailed knowledge of Recommind’s platform to support the following activities for clients:

1.Document processing/Crawling using Oracle outside in Technology.

2.Project configuration/Memory management settings.

3.Workflow management during publish and review.

4.Advanced methods of search using smart filters.

5.Extracting text from images using OCR technology by Transym.

6.Production of documents.

7.Preventive Maintenance of servers by monitoring CPU, Disk, Memory usage.

8.Deployment of time critical patches to client base.

Managed service requests through research and escalation using the "Follow-the-sun" Support model with offshore (Germany/UK/India) as well as HQ (San Francisco) teams.

Followed up with engineering team in Germany for faster resolution of defects to ensure high-quality customer service.

Maintained/updated Knowledge base information repositories.

Provided data to Senior Management for various process initiatives within the Support team and across other teams (Engineering, Hosting, and AWS Cloud) to leverage knowledge and expertise to better service our customers.

Involved in resource planning for 24/7 support system.

Shanthi Jaiswal

PROFESSIONAL EXPERIENCE (Continued…):

eClinicalWorks LLC, Westboro, MA – QA, Technical Support and Release Engineer

Feb 2005 – May 2011

·Provided Technical support for Award Winning EMR/PM system for Client-Server as well as SaaS platforms.

·Built the unit test version of the software every week as part of release management and QA initiatives.

·Quality control for Installation package, upgrade patches and various specialty medical and metadata databases like ICD, CPT, RVU and medispan.

·Setup and installed application, database, and FTP servers on client-server and SaaS environments using remote connectivity tools such as VPN, RDP, and TightVNC.

·Documented the installation and upgrade procedures for MySQL and SQL Server database environment.

·Cross-trained the Installation, QA and release management teams on client’s requirements.

SVAM International Inc., Great Neck, NY – Software Engineer

Nov 1997- May 2001

·Software Engineering Consultant at various client sites using Visual C++, Visual Basic and SQL Server.

·Developed performance counters of server components involved in Postage Dispense and refill(adding funds) operations for Pitney Bowes Inc., Shelton, CT

·Developed and tested Malfunction module for IRIS ((Intelligent Restaurant Information System) which provides restaurant management an alternate means to enter sales for Progressive Software Inc., Charlotte, NC.

·Developed the HRNT (Human Resources NT) – Benefits module for Infinium Software Inc., Lexington, MA

Akshay Software International Inc., Iselin, NJ – Programmer Analyst

Nov 1995 – Oct 1997

·Programmer analyst at various client sites using Visual C++ and SQL Server.

·Developed SafeCAD Module for American Bureau Of Shipping, Houston TX.

·Migrated AQuA, a quality assurance software, from FoxPro to Visual Basic for Omnex Inc, USA.

Innovation Software Exports, Chennai, India – Senior Programmer

June 1994- Sep 1995

·Senior Programmer involved in development of Math module for Singapore Telecom in Visual C++.

EDUCATION:

Bachelor of Electrical and Electronics Engineering, Madurai Kamaraj University May 1993

REFERENCES:

Available upon request.

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