Ankur Kacker
Bengaluru
Summary
Certified SCRUM Master, ITIL 2011 Foundation Certified with 17+ years' experience in Managing Senior Level assignments in Technical Support. Leading a team of 10 Senior Technical Support Engineers to provide Software Services & Consultation to clients using UNICOM Applications. Strong Technical and Problem Analyzing skills enabling effective solutions leading to high client satisfaction ratio. Experience in working closely with Clients, Project Managers, Sales and Development teams. Expertise in the field of Software Services, IT consulting and Technical Services.
Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Technical Team Lead
Firetide Networks Pvt. Ltd
Bangalore
09.2016 - Current
- Leading a team of 10 Senior Technical Support Engineers under supervision of Technical Support Manager, handling Client Escalations for major issues reported ensuring low turnaround time in providing them with Fix for various UNICOM Products viz., System Architect, Focal Point, Intelligence & IPLA Products viz., IBM Content Manager
- Mentored and guided employees to foster proper completion of assigned duties
- Built strong relationships with customers through positive attitude and attentive response
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching set goals
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Coordinated weekly meetings for internal and external groups viz., Product Development team to enhance products and fix high priority defects
- Conducting interviews to fill any open positions
- Subject Matter Expert (SME) for System Architect, an Enterprise Architecture tool helping clients business and technology departments of corporations and government agencies to model their business operations and the systems, applications, and databases that support them
- Coordinate with Local IT Team to ensure that all resources necessary for day to day operations are ready
- Conduct SVT and FVT (Test Cases) for release of System Architect new versions in collaboration with Product Development team
- Conduct SVT and FVT for release of Focal Point new versions in collaboration with Product Development team.
Technical Specialist
Continental India Pvt. Ltd
Bangalore
09.2015 - 09.2016
- Key Responsibilities were to align organization in adapting Model Driven Development (MDD) using Rational Rhapsody for development of modern age technology components viz., Short Range & Long Range Radar Systems, Multi-Functional Cameras, and Short Range LIDAR
- Responsible Assignments: Closely involved in analyzing and configuring full lifecycle traceability and analysis from requirements to design, with customizable automatic documentation capabilities
- Assist in implementation of System Architecture using Rational Rhapsody following ADAS process
- Impart training to Technical Architects, Software Developers on Rational Rhapsody to help adhere to MDD
- Develop Java API scripts to automate various tasks in Rational Rhapsody
- Consulting customer on rational solutions that offer extensive help with system requirements and software requirements standard (SRS)
- Using IBM Rational DOORS software provides de facto standard for requirements management
- Integration with Eclipse/Visual Studio development environment for integrated code, model, and debugging operations
- Assist Software Developers to Reverse Engineer legacy code (C, C++, Java) to Rational Rhapsody for visualization and documentation
- Assist with concerns raised on AUTOSAR profile used with Rational Rhapsody for Automotive industry
- Working knowledge of Configuration Management tool (MKS) for version controlling.
KCS Program Manager
IBM India Private Limited
Bangalore
08.2011 - 08.2015
- Train product team Knowledge Developers (KCS 1, 2, and 3) on KCS
- Set team KCS goals for KCS Coaches and other engineers in India
- Recognize strong knowledge contributors and highlight any team challenges or WINS
- Collect and report on KCS tooling and/or process issues and improvements
- Recommend KCS licensing for KCS Knowledge Developers (movement from KCS 1 to KCS 2 and 3)
- Participate in Monthly KCS Coach meetings to improve tooling, education and process
- Publish content (Technotes and Whitepapers) to web post review.
Member of Core Technical Team, Rational System Architect
IBM India Private Limited
Bangalore
03.2010 - 08.2015
- Review all escalations and defects prior to reporting them to Development team
- Creating Case Studies and providing feedbacks to Development team related to product
- Attending regular technical meeting with Product Development team and peers in other regions to understand/resolve critical issues
- Conducting regular trainings to introduce team with new features of build releases of System Architect product
- Drafting and circulation of product case studies with regards to new product features.
Staff Software Engineer
IBM India Private Limited
Bangalore
07.2008 - 08.2015
- Software Services for Architecture, Design & Construction and Enterprise Architecture Domain
- Key Responsibilities: Consultation on UML Modelling using Rational Rhapsody and mapping them to the requirements imported from Requirement Management tools, Tool Customization & Model Based Testing and Consultation on best practices of Enterprise Architecture using Rational System Architect working with various software modelling diagrams type viz, BPMN Diagrams, UML Diagrams, Class Diagrams, and Network Concept Diagrams etc
- Responsible Assignments: SPOC and Technical Contact for Hella KGaA Hueck & Co and Continental AG Automotive majors in Europe region for AUTOSAR deployment using Rational Rhapsody
- SPOC for major organizations viz., Carefirst Blue Cross Blue Shield, Shell Information Technology and Toyota Financial Services where was part of team which helped in providing technical expertise for implementation, deployment, customization, defect evaluation, migration and upgradation of Rational System Architect and its add-ons
- Led a team of Engineers worldwide to create document titled “Rational Rhapsody JAVA API – Code Snippets & Helper Apps”
- Work in close co-ordination with Sales, Management and Development teams to help resolve complex issues
- Lead Enablement sessions to be upskill Technical knowledge of team
- Technical Contact for World Wide clients delivering Technical expertise in field of Enterprise Architecture
- Work in close co-ordination with Sales and Development teams
- Integration and deployment of Enterprise Architecture product with Requirements Management products viz., Rational DOORS.
IT Analyst
Accenture Services India Pvt Ltd
Bangalore
06.2007 - 07.2008
- Provide application support to some of software developed by Client
- Work as administrator for handling issues with Exchange accounts, RSA Servers
- Provide Tier-2 support for Siebel, Clarify, Accept -360 and PeopleSoft expenses applications
- Create, manage and maintain track records of global outages for 3rd party client
- Work closely with Tier 2/Tier 3 support to handle issues to maintain SLA's set by client.
Technical Support Engineer
Dell International Services
Bangalore
06.2006 - 05.2007
- Provide technical support to customers of Dell
- Involved in troubleshooting on customer's system for wireless connectivity issues and Bluetooth related issues
- Troubleshoot customer's system for hardware related issues.
Education
Bachelor of Engineering - Information Science And Engineering
Sapthagiri College of Engineering (VTU)
06.2006
12th/PUE -
Seshadripuram Composite PU College, Karnataka PU Board
04.2002
S.S.L.C (10th Class) -
K.S.E Board
03.2000
Skills
- Leading team operations
- Team Accountability and Trust
- Inter-team Collaboration
- Team Supervision
- Documentation And Reporting
- Complaint resolution
- Client Service
- Technical Support
- Overseeing Daily Activities
- Analytical Thinking
- Coaching and Mentoring
- Complex Problem-Solving
- Teamwork and Collaboration
Certification
- IBM Certified Solution Designer for Rhapsody C++
- IBM Certified Solution Designer for OOAD, vUML2.0
- IBM Certified Solution Designer for System Architect: BPM Emphasis
- Certified Kepner Tregoe Practitioner
- IBM Certified for Developing and Supporting Products Capability for Client Support, Software and Software Documentation (Experience Level)
Accomplishments
- Part of Technical Recruitment Panel for Campus Interviews being held for organization
- Developed an IT solution to serve diary distribution system using IVR technology and integrated web technology
- Appreciated using Microsoft.Net (ASP.NET, VB.NET) which was supported by Microsoft India in May 2005
- An active member in organizing CALASH an intercollegiate Technical Fest in 2005
Skills
Very Good, Very Good, Very Good, Very Good, Excellent
Personal Information
Title: Technical Team Lead
Languages
Hindi
First Language
English
Proficient (C2)
C2
Kannada
Advanced (C1)
C1
References
References available upon request.
Timeline
Technical Team Lead
Firetide Networks Pvt. Ltd
09.2016 - Current
Technical Specialist
Continental India Pvt. Ltd
09.2015 - 09.2016
KCS Program Manager
IBM India Private Limited
08.2011 - 08.2015
Member of Core Technical Team, Rational System Architect
IBM India Private Limited
03.2010 - 08.2015
Staff Software Engineer
IBM India Private Limited
07.2008 - 08.2015
IT Analyst
Accenture Services India Pvt Ltd
06.2007 - 07.2008
Technical Support Engineer
Dell International Services
06.2006 - 05.2007
Bachelor of Engineering - Information Science And Engineering
Sapthagiri College of Engineering (VTU)
12th/PUE -
Seshadripuram Composite PU College, Karnataka PU Board
S.S.L.C (10th Class) -
K.S.E Board
- IBM Certified Solution Designer for Rhapsody C++
- IBM Certified Solution Designer for OOAD, vUML2.0
- IBM Certified Solution Designer for System Architect: BPM Emphasis
- Certified Kepner Tregoe Practitioner
- IBM Certified for Developing and Supporting Products Capability for Client Support, Software and Software Documentation (Experience Level)
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