Summary
Overview
Work History
Education
Skills
Software
Timeline
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AAYUSH GUPTA

Delhi

Summary

Experienced Application Production Support Team Lead software engineer with over five years of experience managing application services and support operations. Dedicated team leader with the ability to effectively manage and achieve project goals. Proven expertise in implementing innovative customer & technical support strategies. Adept at analyzing critical support requirements while increasing reliability and enhancing productivity.

Overview

6
6
years of professional experience

Work History

Application Support Team Lead

Iboss Tech Solutions
05.2022 - Current
  • 5 years of IT Experience in managing & monitoring applications, UAT/Production deployment enhancement and support.
  • Led the restructuring and improvement of customer service processes and implemented CRM systems using Salesforce, Confluence and Excel-VBA generating customer facing reports.
  • Specialize in leading cross-functional teams, driving incident management, and implementing proactive solutions to minimize downtime.
  • Streamlined system automation processes, cutting manual tasks by 50% and boosting overall system efficiency by 30%.
  • Reduced ticket volume by 90% over 2 years by enhancing application stability, resolving long-standing issues, and collaborating with vendors for updated binaries.

Application Support Engineer

Iboss Tech Solutions
04.2019 - 04.2022
  • Debug and troubleshoot all L1/L2 production issues and perform root cause analysis (RCA) ensuring all support service level agreements (SLA) are met.
  • Instrumental in analyzing and facilitating on need basis escalations with other teams for recovering outages and faster resolutions, attending bridge calls and sorting out issues with clients through intelligent debugging using logs.
  • Closely monitored production systems to ensure consistently flawless performance of OEM portals & API related services.
  • Improved application performance through optimization of flow processes.
  • Maintained effective customer relationships and identified future business opportunities to support and strengthen corporation mission.

Associate Software Engineer

Capgemini
09.2018 - 03.2019
  • Developing customer service procedures, policies, and standards for the organization by ensuring the highest level of client satisfaction and service delivery.
  • Executed support procedures for CVS Health insurance company situated in US.
  • Ensured all customer sites were up and running by utilizing proactive monitoring tools increasing customer up time to 95%.
  • Communicated with the client to obtain an understanding of their environment, challenges, escalation processes and apply that information to support the smooth transition to the new help-desk application.
  • Rapidly prototyped new data processing capabilities to confirm integration feasibility into existing systems.
  • Authored code fixes and enhancements for inclusion in future code releases and patches.

Education

MBA - Financial Management

Narsee Monjee Institute of Management Studies
Mumbai
06.2024

Bachelors of Technology - Computer Science

Inderprastha Engineering College
AKTU
05.2018

12th -

Lovely Public Senior Secondary School
2014

Skills

  • Software Deployment
  • Training and mentoring
  • Service Level Agreements
  • Disaster Recovery
  • SQL - PostgreSQL, MSSQL, MongoDB
  • Postman API, SOAP UI
  • Database Management & Data Analysis
  • Client interaction
  • Project Management
  • Production Support
  • System automation

Software

Tableau Certification - Salesforce

Python Integration for Data Analytics - Coursera

SQL Masterclass: SQL for Data Analytics - Udemy

Timeline

Application Support Team Lead

Iboss Tech Solutions
05.2022 - Current

Application Support Engineer

Iboss Tech Solutions
04.2019 - 04.2022

Associate Software Engineer

Capgemini
09.2018 - 03.2019

MBA - Financial Management

Narsee Monjee Institute of Management Studies

Bachelors of Technology - Computer Science

Inderprastha Engineering College

12th -

Lovely Public Senior Secondary School

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AAYUSH GUPTA