Support Specialist Systems Engineer

MIHIR ASHISH GUPTE

Durham, NC 347-***-**** *****.*****@****.*** www.linkedin.com/in/mihirgupte EDUCATION

Duke University, NC Master of Engineering Management GPA – 3.76/4.0 Aug 2022 – Dec 2023

• Coursework – Product Management, Commercializing Tech Innovations, Competitive Strategies, Marketing

• Duke MEM, Outstanding Achievement Award: Completed the Duke MEM Executive challenge, delivering robust people, innovation, and business strategy for a 90,000-employee energy conglomerate. Mumbai University, India Bachelor of Engineering, Electronics GPA – 3.46/4.0 Jun 2014 – May 2017

• Coursework – Adv. System Design, IT Management, Networking Tech, Biomedical Electronics, Image Processing WORK EXPERIENCE

Oasis Pro Markets LLC Durham, NC

Product Strategy – Student Consultant Sep 2022 – Dec 2022

• Developed GTM (go-to-market) strategy within 4 months to enhance technology adoption & market presence in the decentralized finance (DeFi) domain, by quantitative research and market surveys using Qualtrics tool

• Compiled a list of 79 SEC-licensed alternate trading systems and performed competitive analysis focused on target customer segments using SEC filings, SEMrush, Gartner reports, and CrunchBase

• Analyzed 84% ATS market through primary and qualitative research for retail, accredited & institutional investors TATA Consultancy Services Ltd Mumbai, India

Team Leader – IT Analyst Dec 2020 – Jul 2022

• Collaborated to refine KPI, OKR, and impact mapping of 7 teams (Oracle EPM, BI & BPM, SAP BASIS, Master data, Batch Operations, and Compliance) from 4 portfolios and their stakeholders

• Drove the ideation and brainstorming of an innovative business continuity plan (BCP) using insights from COVID- 19 data of 300+ employees by liaising with admin and account teams

• Led 4 teams to increase customer satisfaction index by 5%, synchronizing deployments with Gantt charts, MS Teams, BMC Helix, and Jira for effective change management

• Improved SLA response (MTTR) by 92%, from 26 hrs. to 2 hrs. through conflict resolution among 3 vendors

• Streamlined product operations by aligning stakeholder expectations and saved €48,000 in annual revenue

• Formulated customer-focused prioritization metrics, brought 20% efficiency for 4 remote teams in Europe and Asia TATA Consultancy Services Ltd Mumbai, India

Product Support Specialist – Systems Engineer Dec 2019 – Dec 2020

• Achieved 100% uptime during peak pandemic with collaborative leadership, exceeded service standard and earned Special Initiative Award from client leadership.

• Mitigated 91.5% pandemic resource crunch by automating product maintenance process with scripting & UC4

• Devised resource allocation and task scheduling strategies via SharePoint delivering 98% CSAT in Q1 2020 results

• Delivered two consecutive zero-incident results in Q1and Q2 of 2020, by intensive regression testing and UATs TATA Consultancy Services Ltd Mumbai, India

Assistant Systems Engineer Nov 2018 – Dec 2019

• Prototyped MVP for CXO-reports, improved load time from 1.5 hrs. to 2 mins by load-swap logic and MaxL script

• Enhanced 78% portfolio applications reducing 153 hours downtime by assessing user trends with Splunk

• Revamped quarterly integration process, decreased product vulnerability by 95%, from 1 hr. to 3 mins using UNIX TATA Consultancy Services Ltd Mumbai, India

Assistant Systems Engineer Trainee Nov 2017 – Nov 2018

• Streamlined 3 complex business-processes within 6 months by creating SOPs and received Star Performer Award

• Created SQL and metadata mapping KEDB, reducing RCA time by 92% and 100% incident resolution within SLA SKILLS & CERTIFICATIONS

Certifications: Certified Scrum Product Owner (CSPO®), ITIL–IT Service Management, pursuing PMI-PMP® Soft Skills: Strategic thinking, collaboration, customer-centric, stakeholder communication, and conflict resolution Hard Skills: Product Lifecycle management, Scaled Agile, market research, incident & problem management Tools: Jira, Figma, Mural, SEMrush, MS Teams, Confluence, SharePoint, Splunk, Remedy, Helix, Oracle BI, EPM Programming Languages: UNIX, Batch, SQL (Oracle, Teradata & Snowflake), and Embedded–C

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