ANTON VINNY

Responsibilities:

• Spearheaded efforts to enhance overall customer experience by focusing on improving support services.
• Collaborated closely with all product teams to ensure support agents received necessary assistance and that bugs were prioritized based on feedback from support teams.
• Established a systematic process by coordinating with POCs from engineering and support teams, facilitating weekly sync-up meetings for each team.
• Implemented performance metrics to evaluate team effectiveness, including average issue resolution time and backlog management.
• Regularly presented performance insights and outcomes to leadership team on a quarterly basis.

Achievements:

• Successfully reduced backlog by approximately 50% within six months of implementation.
• Significantly improved resolution time, leading to enhanced customer satisfaction and retention.

AI Initiatives -

Agent Assist:

• Spearheaded development of Agent Assist, our in-house AI solution designed to aid support agents in addressing customer queries effectively, built using GPT, Langchain and PGVector.
• Functionality: This tool indexed content from community forums, product documentation, and Slack, providing answers to product-related questions. It also featured options for rating responses and submitting feedback.
• Performance: Handled a total of 4866 queries, with only 58 receiving negative ratings, demonstrating its efficacy in providing accurate and helpful responses.

• Responsible for managing escalated customer interactions and refining support procedures.
• Mentored junior team members, imparting best practices and technical expertise, while nurturing a culture of ongoing learning and advancement.

• Accountable for monitoring team metrics and ensuring comprehensive support for optimal performance in their respective roles.

• Part of Level II support, debugging customer issues and delivering effective solutions or workarounds.
• Encountered challenges encompassing debugging custom triggers, codes authored by customers, and our proprietary Apex REST API handlers.

• Debugging issues in live environment with tools like JDB
• Finding performance issues, memory leaks, thread blocks etc
• Using Jvisualvm, Jconsole
• Providing guidance related to infrastructure for new deployments and migrations
• Maintaining and fixing issues in various open source connectors used with product.

• Project for demonstrating integration of Blueriq rule engine with Cordys for customers
• Developing rules with Blueriq
• Deploying and integrating Blueriq with Cordys using BPMs.

• Product Support : Experienced in communicating with Cordys developers, understanding their requirements and guiding them
• Have successfully handled escalations and blocking situations
• System Validation Testing : Helping QA team with testing of new versions
• Experienced in analyzing and writing test cases and validations.