Dilipkumar Gupta

• Communicates directly with Customer Service Managers meetings and incident tracking workflow to provide status updates in a timely manner for high priority incidents
• Overseeing team shift rotations.
• Managing Go-Live, Hypercare, addressing privileged customer issues, and ensuring timely resolution.
• Effectively coordinating escalations and stakeholders to achieve timely resolutions.
• Qualifies incidents submitted by third-party implementation teams or customers by identifying gaps in the details of incidents and gathering information.
• Works within DCOD environments to replicate and triage incidents reported submitted by third-party implementation teams or customers.
• Leverages Duck Creek utilities such as Dynatrace Monitoring, Splunk, Salesforce, Trace Monitor, ExampleUtil, data copy tools, etc.
• Leverages third-party utilities such as SQL Profiler, Fiddler, SQL Management Studio, etc to triage reported incidents.
• Provides work-a-rounds or solutions to third-party implementation teams or customers based on analysis during the triage process.
• Escalates incidents deemed to be base code defects to the proper Engineering teams.
• Utilizes SQL|XML scripts within DCOD environments to align data.
• Conducts API testing to analyze performance degradation or disconnect in API responses.
• Identifies ways to automate processes regarding data fix requests or develop utilities to assist in the triaging process.
• Creates training modules in areas of expertise to sharpen knowledge of Triage team members.
• Act as a Skills Lead for Associate Support Engineer and Senior Associate Support Engineer team members to mentor and provide annual performance feedback.
• Serves as on call Support Engineer for after-hours emergencies as needed to triage Severity Level 1 incidents.
• Analyzes and assesses upgrade impact based on release notes and code changes for new release features.
• Developed and implemented strategies to increase customer satisfaction and loyalty.
• Created monthly reports for senior management summarizing operational performance metrics.
• Coached, mentored and trained team members in order to improve their job performance.
• Conducted regular meetings with staff to discuss progress and identify areas of improvement.
• Established processes to ensure efficient workflow throughout the organization.
• Provided leadership during times of organizational change or crisis situations.
• Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
• Collaborated with other departments to ensure timely completion of projects within budget constraints.
• Ensured compliance with all applicable laws, regulations, industry standards.
• Exercised good judgment and decision-making in escalating concerns and resolving issues.
• Recruited and hired qualified candidates to fill open positions.
  Led team meetings and one-on-one coaching sessions to continuously improve performance.
• Delegated work to staff, setting priorities and goals.

Project : Cenveo Inc

Responsibilities:

• Working directly with product owners, stakeholders and doing requirement gathering for feature enhancement and discussing with dev team to get the exact thing done from development.
• Data migration from existing website to new product design and develop by EP Team.
• Participate in the Store Implementation, functional testing of applications. Investigating user problems and needs, identify their source, and determine possible solutions and Provide application support.
• Monitoring Batches & Supply chain management (E-commerce) Tracing and tracking of complete order, up to it get delivered to customer.
• Checking order status per storefront SLA in MS.SQL server and MySQLyog using TSQL and prioritizing the issue per SLA and if needed then escalating the same to development team if issue identified.
• Daily basis preparing report on Batches and Order status and forwarding to senior team.
• Incident management, Patch Deployment

Project: VETPort LLC

Responsibilities:

• Requirement gathering with customer (Hospitals/Clinics), understanding the business need and ensure alignment with development teams.
• Mentoring and training up junior and new staff.
• Participate in the implementation, installation, Labs & X-ray Integration and testing of applications, investigate user problems and needs, identify their source, and determine possible solutions and Provide application support for complete ERP.
• Understanding design documentation, seek appropriate clarification on design details from clients, design, write and execute test cases, report defects and coordinate with clients to get these defects resolved.
• Preparing help manual using tool screen steps.
• Prepare changes and enhancement report as per new requirement.
• Find bugs and maintain bug reports.
• Logging and resolving support tickets, e-mails & attending support Calls.
• Give a demonstration as per new release and check quality of software with client requirement.
• Data migration from other Veterinary practice software to VETport.

• Preparing Software Requirement Specification as per client requirement and discussing with development to get the exact thing done from development.
• Payroll& HRMS software Implementation.
• Gathering Requirements.
• Configuring the software as per Client Requirement.
• Online/Remote site technical Support to client.
• Software Bug/Exception Solving & Client Query handling.
• Provide software functional Training to Client.
• Preparing project Documentation and User Manual.
• Configuring .net application in IIS & trouble shooting in SQL server database.
• Conducted training sessions for end users on the use of newly deployed applications.
• Updated software versions with patches and new installations to close security loopholes and protect users.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

• Requirements gathering and understanding business need & discussing the same with dev team and suggesting best possible solution.
• Complete Payroll & HRMS software Implementation and giving demo to new Customer.
• Configuring the software as per Client Requirement and Client Query handling.
• Online/Onsite technical Support / Functional Training to client.
• Preparing project Documentation and User Manual.
  • Install &Configuring .net application in IIS and Troubleshooting SQL Server, taking SQL database Backup.
  • Managed 7 to 8 technical resources as well as authored Statement of Work.
  • Tracked software customization, defects and issues via the use of SDLC.
• Developed and implemented strategies to increase customer satisfaction and loyalty.

• Verifying Invoice.
• Approving Invoice for Payment.
• Feeding Invoice Detail in Software.