Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Projects
Timeline
Generic
Arun Karhana

Arun Karhana

SUPPORT ENGINEER
GURUGRAM

Summary

Savvy expert experienced in troubleshooting software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Overview

1
1
year of professional experience
4
4
years of post-secondary education

Work History

Product Support Engineer II

DP World
GURGAON
01.2024 - Current
  • Produced engineering change orders, component requests and test procedures to support product redesign activity.
  • Collaborated with cross-functional teams to identify and resolve complex technical problems.
  • Resolved system and customer issues by troubleshooting and providing effective solutions.
  • Maintained product development schedules and prioritized projects by coordinating with development team.
  • Handling multiple projects and providing support for smooth operation AND reducing the count ticket count by 20%.
  • Managed customer relationships by delivering prompt responses to questions.
  • Planned and led technical training to boost product support team members' skills.

Senior Software Support Engineer

Delhivery Limited
GURGAON
5 2015 - 01.2024
  • Handled around 1 million order issue resolutions during peak season by creating script for repeated issues in Python or data updating using SQL.
  • Managed all client communication regarding warehouse management, issue resolution, API failure, downtime handling, and Certificate failure in WMS.
  • Wrote Python scripts for message publishing to Kafka, around 1k order data Update in DynamoDB, Re push order failure notification for around 20k orders per day.
  • Leading WMS Support team by overseeing their day-to-day activities and guiding team for new issue/RCA scenarios.
  • Providing WMS production support 24/7.
  • Debugging issue and providing root cause analysis, and suggesting asolution.
  • Handling Team and interacting with different stakeholders to resolve production issues.
  • Publishing monthly report to higher stakeholders for monthly issues faced with Count, SLA percentage, Application availability, key deliverable items, incident management.
  • Schedule CRON jobs to automate repeated tasks, such as inventory updates, invoice repushes, and client configurations.
  • Using technology - Python, SQL, NoSQL, UNIX/Linux, scripting, Git, AWS.
  • Reduced client response times with implementation of efficient workflow management strategies within support team.

Education

Bachelor of Technology - Electronics And Communication Engineering (ECE)

MU
08.2010 - 07.2014

Skills

Postgresql,PYTHON

AWS,GIT,AZURE

Excel

Dynamo Db

LINUX

POSTMAN

WMS

KAFKA,JSON,REST API

Problem-solving abilities

Multitasking

Accomplishments

  • Awarded as Culture Champion Sep 2021
  • Awarded as Master Collaborator, Sep 2022
  • Ace of Initiative, Jan 2022

Languages

ENGLISH
HINDI

Projects

PSI WMS TOOL:-Ticket Resolution tool written in Flask(Python) which automated repetitive issues for L1 Support., This Tool Reduced ticket count to 50% as L1 team can close all the repetitive task by themselves. Tool help them to Repush notification, Data Updation in DB, to view data in backend database.

Timeline

Product Support Engineer II

DP World
01.2024 - Current

Bachelor of Technology - Electronics And Communication Engineering (ECE)

MU
08.2010 - 07.2014

Senior Software Support Engineer

Delhivery Limited
5 2015 - 01.2024

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Arun KarhanaSUPPORT ENGINEER