Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Hi, I’m

Devanshi Kachrani

Product Support Specialist

Summary

Highly skilled professional with over 8 years of experience in Business Analysis, software implementation, and product/software support within the IT sector. Demonstrated ability to deliver analytical perspectives throughout the Software Development Life Cycle (SDLC) process. Proficient in project management platforms such as JIRA and Confluence, ensuring streamlined project execution. With a proven track record in delivering results, I am adept at analyzing business requirements, identifying opportunities for improvement, and implementing effective software solutions. My comprehensive understanding of Salesforce CRM and experience in product support equip me with the skills necessary to optimize customer experiences and drive business growth.

Overview

9
years of professional experience
5
years of post-secondary education

Work History

Amazon
Bangalore

Product Support Specialist
10.2020 - Current

Job overview

  • Handle daily cases/tickets from end users efficiently which include user provisioning (through Salesforce Dataloader), issues and errors related to user permissions, user personas, public groups, custom objects, licenses, roles and related technical support on Salesforce platform. Working knowledge on FSL (install and maintain) and other admin related items
  • Train ERC users on supported systems (Salesforce) and provide process/system support, develop and maintain functional user documentation
  • Production defect replication on the Salesforce system. Create, edit and deployment of email templates on Salesforce using SourceTree
  • Subject matter expert on system applications utilized by ERC including Salesforce case management system, Amazon Workspaces, and other systems.
  • Build strong relationships through problem understanding, ensuring timely resolution or escalation, and communicating promptly on progress
  • Track system issues and enhancement requests for review and resolution by technical teams
  • Regression/UAT testing for beta releases. Write test cases, organize testing workbooks (using TestRails and Rally) and user guides; prepare and/or create data to enable user acceptance testing
  • Developed and delivered comprehensive product training to internal teams, resulting in a 50% increase in product knowledge and improved support
  • Manage the knowledge base for creating and distributing content used by internal teams globally across functions. Aid in the creation and maintenance of standard operating procedures, workflow diagrams, and training materials.
  • Assist with the rollout of new system applications to ERC teams including the execution of testing, and training tasks.
  • Self driven and continuously completing modules on Trailhead and acquired several badges and skills related to BSA, Administrator and Consultant
  • Communicate effectively across teams to meet project timelines and deliverables.

Arezzo Sky India Pvt. Ltd. (Optymyze)
Pune

Software Engineer
06.2014 - 04.2020

Job overview

  • Supported a 24/7 global support environment including weekends and holidays.
  • Worked with business entities, product & feature owners, and architects to crystalize business needs into product features acting as a bridge between business and technical domains
  • Worked closely with the team of on-site project coordinators to understand customer requirements and customize those into meaningful data using Optymyze features such as Data Transformation Process, Sales Compensation Plans, Workflows, etc.
  • Worked with various Cloud Services groups in troubleshooting software support issues escalated to Cloud level
  • Responsible for creating procedures and documentation regarding the known issues, root cause analysis, and action plan for monitoring alerts through JIRA and Atlassian Confluence.
  • Managing the backlog of the products assigned and working closely with the delivery manager to prioritize requirements by following MoSCow methodology.
  • Monitoring alerts for OS, database, storage, application, and infrastructure to keep track of problems proactively.
  • Planning, prioritizing, and managing sprint releases based on the SLA, using the JIRA project management platform.
  • Worked closely with the QA team to design and develop test strategies to ensure smooth User Acceptance Testing (UAT) by the client
  • Assisting in functional testing of the system and ensuring that it meets the user requirements
  • Providing post-implementation and maintenance support to the client by managing enhancements, bug fixes, and new releases
  • Conducting continuous training sessions for the team, mostly new joiners for effective business/technical communication skills(reading, writing, speaking)

Education

Liverpool John Moores University
Liverpool, UK

MBA
09.2007 - 07.2009

St. Miras College (Pune University)
Pune, India

B.Com (Bachelor of Commerce)
03.2002 - 04.2005

Skills

    Technical documents comprehension

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Additional Information

  • Several Trailblazer skills and badges earned with an aim to get certified
  • Thorough working knowledge of SQL, Oracle, AWS, Logi server, Kibana, VMware
  • Working knowledge of AWS
  • Proficient with MS Office (MS Word, Excel, Power-point & MS Project, Visio), Internet Explorer, working knowledge of Windows XP/NT
  • Experience with collaborative technologies such as WebEx , Zoom, RingCentral and videoconferencing
  • A working style that is rooted in ownership, passion, teamwork, innovation, and customer success

Timeline

Product Support Specialist

Amazon
10.2020 - Current

Software Engineer

Arezzo Sky India Pvt. Ltd. (Optymyze)
06.2014 - 04.2020

Liverpool John Moores University

MBA
09.2007 - 07.2009

St. Miras College (Pune University)

B.Com (Bachelor of Commerce)
03.2002 - 04.2005

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Devanshi KachraniProduct Support Specialist