Summary
Overview
Work History
Education
Skills
Languages
Affiliations
Timeline
Generic

AMIT JOSHI

GURUGRAM

Summary

Detail-oriented Salesforce professional with 4+ years of experience specializing in Salesforce Knowledge Base (Service Cloud). Proven ability to create, manage, and optimize knowledge articles to support customer service operations and enhance self-service capabilities. I am skilled in content strategy, user access control, case deflection analytics, and knowledge-centered service (KCS) practices.

Overview

11
11
years of professional experience

Work History

Sr. Engineer Knowledge Base

AVL India Private Limited
Gurgaon
01.2021 - Current
  • Managed the end-to-end content lifecycle for over 20,000 articles, ensuring accuracy, consistency, and synchronization with product release schedules.
  • Leveraged Knowledge-Centered Support (KCS) methodologies to improve first-contact resolution rates and drive higher self-service deflection.
  • Specialized in authoring high-quality technical documentation, including Troubleshooting Questionnaires, service guides, and FAQs based on product analysis insights.
  • Translated complex technical information from product manuals, maintenance guides, and release notes into user-friendly knowledge articles.
  • Customized the Knowledge Base architecture-configuring record types, data categories, and article types-to enhance usability and content findability.
  • Developed and implemented dynamic dashboards using Salesforce and Power BI to monitor article engagement, user feedback, and key performance indicators (KPIs).
  • Partnered cross-functionally with product, support, and engineering teams to deliver timely content updates, optimize search functionality, and contribute user stories for platform enhancements.
  • Led onboarding and ongoing enablement sessions for support staff, promoting knowledge base adoption and content best practices.
  • Oversaw content governance processes, including quarterly reviews, audits, and systematic archiving of obsolete content.
  • Supported data validation initiatives to improve the performance and accuracy of machine learning.

Application Support Engineer

AVL India Private Limited
Gurgaon
07.2018 - 01.2021
  • Maintained and administered Atlassian tools, primarily JIRA, with a focus on system reliability, dashboard customization, and process enhancement.
  • Provided comprehensive support for a wide range of software, hardware, and application issues across various AVL testbed systems, including Puma, Concerto, Indicom, Dyno, AVL E-STORAGE Sic/BTE, fuel systems, and emission devices.
  • Diagnosed and resolved complex software issues for clients, consistently contributing to a high customer satisfaction rating and reducing the volume of recurring complaints.
  • Collaborated on the development and rollout of system updates for both internal and client infrastructures, effectively reducing downtime and improving system performance.
  • Contributed to process development and continuous improvement initiatives, leveraging data analysis, Fault Tree Analysis (FTA), and the 8D problem-solving methodology to eliminate recurring failures.
  • Specialized in creating detailed Fault Tree Analyses for AVL products, enabling structured and efficient troubleshooting for engineering teams.
  • Designed and deployed custom JIRA dashboards using Jira Query Language (JQL) to enhance visibility into project metrics, incident tracking, and team performance.

Production Engineer

Surin Automotive (P) Limited
07.2014 - 06.2018
  • Ensured optimal utilization man, machine, and material.
  • Monitoring the process parameters and providing set-up approval.
  • Preparing MIS report, daily production report & all documents as per the ISO standards.
  • Possess complete knowledge of assembly of fully driver cabin, front end structure (FES), Cowls (used for manufacturing of buses & trucks).
  • Team Size: 05
  • Potential Customers: Ashok Leyland, Hyundai, JCB, VOLVO, L&T, TAFE, TATA etc.

Education

B. TECH - Mechanical Engineering

Uttarakhand Technical University
Dehradun
01.2013

12th -

UK Board
01.2008

10th -

UK Board
01.2006

Skills

  • Salesforce Service Cloud
  • Salesforce Knowledge Base (Classic & Lightning)
  • Article Lifecycle Management
  • Data Categorization
  • Reporting & Dashboards
  • Power BI
  • SharePoint
  • Jira
  • Agile methodology
  • Excel
  • Power Point

Languages

  • English
  • Hindi

Affiliations

Migration of Failure Tree into Salesforce

This project involves transforming the Failure Tree, originally developed using AVL Avalon, an internal diagnostic tool, into Salesforce. The Failure Tree aids in diagnosing issues in conjunction with AVL devices and automation systems to enhance user experience by enabling Einstein AI in Salesforce to suggest relevant solutions when a user logs on to an issue Additionally, knowledge articles are integrated with the AVL self-service portal to provide seamless access to helpful content.

Timeline

Sr. Engineer Knowledge Base

AVL India Private Limited
01.2021 - Current

Application Support Engineer

AVL India Private Limited
07.2018 - 01.2021

Production Engineer

Surin Automotive (P) Limited
07.2014 - 06.2018

B. TECH - Mechanical Engineering

Uttarakhand Technical University

12th -

UK Board

10th -

UK Board

Similar Profiles

CREATE PROFILE
AMIT JOSHI