Bhushan Sawant
Narhe
Summary
To learn and excel in new technologies, utilize my experience of client interaction. Be part of a team which supports, assists and helps to sustain complex systems.
Overview
12
12
years of professional experience
Work History
Technical Support Engineer
Perforce India Pvt. Ltd.
08.2023 - Current
- Utilize static code analysis tools such as Klocwork, Helix QAC, and JRebel to identify security vulnerabilities, code quality issues, and manage source code analysis projects.
- Provide Level 1 and Level 2 support for tools like Klocwork and QAC across multiple programming languages including C/C++, Java, Python, and Kotlin, consistently maintaining a CSAT score of 4.9/5.
- Manage case SLAs, lead customer calls, conduct monthly customer connect sessions, perform pre-sales demos, and create knowledge base articles.
- Performing beta testing the new features for upcoming releases.
- Collaborate with global teams to diagnose, escalate, and resolve complex issues, ensuring prompt resolution and seamless communication between stakeholders.
- Work closely with development teams to report bugs and enhancement requests, using Jira to track and manage issues in line with DevOps best practices.
- Participate in meetings with senior management, platform teams, and product owners to discuss communication and collaboration deliverables.
- Analyze C/C++ code to assess the legitimacy of false positives and negatives flagged by code analyzers.
- Interpret and explain industry coding standards like MISRA, CERT, and AUTOSAR to customers in detail.
- Collect and analyze extensive log files from customer environments to identify root causes and provide effective resolutions.
- Simulate customer environments using tools such as Jenkins, Visual Studio, VS Code, and Eclipse to replicate and troubleshoot issues.
- Support customers with LDAP authentication setup for Klocwork and resolve related queries.
- Provision EC2 instances on AWS and use Kubernetes to replicate customer environments and validate various test scenarios.
- Investigate installation failures related to port conflicts, configuration file issues, and platform-specific problems on Windows/Linux systems.
- Troubleshoot and resolve license-related issues for static code analysis tools.
Professional Client Support (In Agiliti BAU Support, NPP Support)
Fiserv India Pvt. Ltd.
10.2015 - 08.2023
- Handling direct communication with the client on a daily basis.
- Manage end to end activities related to activities related to User Profile creations and modifications on Fiserv applications – Aperio, FCRM, Accurate, Communicator, Nautilus.
- Performing validation of the application after the patching activities. It involved checking server health, Memory utilization, CPU utilization, windows services are up and running.
- As a part of User Profiles management- reset the passwords, get necessary approvals to create new profiles, delete the profiles, change the roles of the profiles as requested, assisting the client to get in the systems if they are facing any issues.
- Enable/Disable SME’s break-glass profiles in Active Directory as per requirement.
- Monitoring Various dashboards like CA APM, Splunk to report system slowness, high response times, high transaction time, failed transactions or any other anomalies observed. To confirm if the scheduled tasks have been completed without any failures.
- Monitoring OpManager tool and reporting alerts to relevant teams to fix the issues observed.
- Handling Major incidents, raising the bridges, inviting all the stakeholders, coordinating with the clients. Updating the technical bridge if anything is observed in the system/Dashboards. Providing the updates to clients on the Client bridges based on the progress on the technical bridge.
- Validating and reviewing Incidents/Service Requests for completeness, accuracy and Compliance within established standards.
- Distributing Incidents/Service requests to the appropriate work teams and monitor the status.
- Ensuring that all Incidents/Service requests adhere to contractual deadlines or tickets meet Service Level Agreements.
- Handling escalations and expedite the aging tickets resolutions.
- Maintaining the Quality Documents of the team.
- Working on root cause analysis and service improvement plan.
- Interact effectively with individuals/teams to ensure high quality and timely expedition of customer requests.
- Preparing Daily incident reports/Health check reports and sharing the same with the clients.
- Creation of documents for knowledge base in Service Point.
Technical Support Engineer
Mphasis an HP Company
08.2013 - 10.2015
- Providing 1st level support for Windows application relevant issues.
- Application Support and escalate and co-ordinate with concerned team.
- Incident management and problem-solving by taking adequate actions.
- Documentation of the support procedures and processes.
- Consulting the users about functionality of applications.
- Maintenance of system data.
- Handling Printing and spooling issues such as mapping/installation of network as well as local printers.
- Handling issues with Network/Shared/Homespace drives and Mapping and Un-mapping them.
- Encrypting the Operating System using Bitlocker encryption.
- Troubleshooting on Windows profile issues.
- Adding systems to Remote Desktop Groups, resetting passwords, enabling accounts in Active Directory as per requirements.
- Troubleshooting on Outlook issues such as creating outlook profiles, configuration and all types of break fix issues like send/receive errors, installing certificates creating mailboxes, mapping the pst files and troubleshooting other issues with pst files.
Education
B. E. - Computer
VPCOE
Baramati, India01.2010
Diploma in IT -
Kolhapur
Kolhapur, India01.2004
SSC -
Kolhapur
Kolhapur, India01.2001
Skills
- Amazon S3
- Amazon EC2
- Cloudwatch
- Scaling
- IAM management
- C, C, OOPS concepts, Classes and Functions, Threading Concepts
- Window
- Linux
- MySQL
- SalesForce
- JIRA
- IBM Maximo
- Remedy
- HP Quality Center
- Service Point
Hobbies and Interests
- Reading
- Listening to podcasts
- Watching movies
Languages
- English
- Marathi
- Hindi
Personal Information
Date of Birth: 05/27/86
Timeline
Technical Support Engineer
Perforce India Pvt. Ltd.
08.2023 - Current
Professional Client Support (In Agiliti BAU Support, NPP Support)
Fiserv India Pvt. Ltd.
10.2015 - 08.2023
Technical Support Engineer
Mphasis an HP Company
08.2013 - 10.2015
B. E. - Computer
VPCOE
Diploma in IT -
Kolhapur
SSC -
Kolhapur
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