GOPINATH E
Lead Technical Support
Bengaluru
Summary
Dedicated and motivated Data Analyst with proven skill driving process and data integrity improvements. Leads teams in data mining and data warehousing solutions. Exceptional skill in SQL-based environments.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work History
Senior Software Engineer
Pine Labs
Bangalore
06.2021 - Current
- Completed data cleaning and data validation of existing spreadsheets to promote robust data management platform, resulting in accurate data analysis and entry.
- Cleaned up and backed up data to maintain data integrity during extraction, manipulation and processing.
- Mapped current business and operational processes and recommended areas for improvement.
- Optimized system and platform performance capabilities in most efficient, practical way possible.
- Created workflow diagrams and product roadmap to clearly demonstrate processes and timelines.
- Established online configuration knowledge base to support functionality by developing robust system application overview.
- Presented reports to clients and teammates regarding project progress and results.
- Researched and resolved issues regarding integrity of data flow into databases.
- Documented business workflows for stakeholder review.
- Participated in requirements meetings and data mapping sessions to understand business needs.
- Integrated new technologies into existing systems, increasing capabilities and improving overall performance.
- Implemented effective debugging strategies, resulting in fewer software defects and increased reliability.
- Analyzed proposed technical solutions based on customer requirements.
- Coordinated with other engineers to evaluate and improve software and hardware interfaces.
- Enhanced software functionality by identifying and resolving complex technical issues.
- Mentored junior developers, fostering professional growth and enhancing team productivity.
- Collaborated with cross-functional teams to design innovative software solutions.
- Delivered exceptional client support by promptly addressing concerns and implementing requested changes or enhancements to software solutions.
- Boosted customer retention by providing exceptional product support and addressing user concerns.
- Conducted root cause analyses on recurring issues, implementing preventive measures that mitigated future occurrences.
- Partnered with engineering teams to test and validate new product releases, ensuring smooth deployment and minimal disruption for customers.
- Managed critical product escalations, coordinating efforts across teams to achieve prompt resolutions.
- Planned and led technical training to boost product support team members' skills.
- Reduced downtime by proactively monitoring product performance and identifying potential issues before they escalated.
- Resolved system and customer issues by troubleshooting and providing effective solutions.
- Analyzed trends in customer inquiries, identifying areas for improvement in product design or documentation.
- Optimized product performance with timely software updates and patches, ensuring seamless operation for endusers.
Associate Software Engineer
Accenture solutions Pvt ltd
Bangalore
12.2016 - 06.2021
- Tested troubleshooting methods, devised innovative solutions, and documented resolutions for inclusion in knowledge base for support team use.
- Identified and tracked defects with Application and supported developers in resolving problems by completing additional tests.
- Devised tracking sheet with modules for inventory monitoring, customer relationship management, staff administration and generation of reports.
- Conducted regression testing, analyzed results and submitted observations to development team.
- Worked closely with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability and performance.
- Reviewed requirements, specifications and technical design documents to provide timely and meaningful feedback.
- Improved system performance by making proactive adjustments and resolving bugs.
- Gathered data on integration issues and vulnerabilities and reported all findings, including improvement recommendations.
- Collaborated with cross-functional teams to develop, test, and deploy high-quality software solutions for clients.
- Enhanced application performance through optimization of algorithms and data structures.
- Designed and implemented scalable applications for data extraction and analysis.
CRM Support
National Australia Bank
BENGALURU
06.2019 - 06.2021
- Testing in production environment.
- Worked with SQL developer and ODI console.
- Strong exposure to SQL queries.
- Maintained excellent attendance record, consistently arriving to work on time.
- Developed team communications and information for meetings.
- Created accurate and efficient test scripts in application to manage automated testing of certain products and features.
- Monitored and conducted exploratory testing across development unit testing, integration testing, and system testing also to help ensure acceptable handoff for official UAT.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Assigned tasks to associates, staffed projects and updated involved parties to enhance optimal business flow.
- Boosted CRM adoption by streamlining processes and providing comprehensive training to team members.
- Made customers aware of current and new programs and services.
- Created activities and engagements to enhance customer experience, knowledge, and patronage.
- Assisted with conflict resolution during partnership negotiations and acquisitions.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Launched quality assurance practices for each phase of development
Test Analyst
Bank of America
BENGALURU
03.2017 - 06.2019
- Understanding Requirements and Functional Specifications of the application.
- Preparation of Test Scenarios, Test Cases based on requirement document.
- Involved in execution of Critical Functionality Test Scenarios, Test Cases.
- Involved in Regression testing.
- Preparation of Requirement Traceability Matrix.
- Responsible for preparation of Test summary reports.
- Created accurate and successful test scripts to manage automated testing of certain products and features
- Reviewed all test cases and test scripts for quality and identified additional areas to review.
- Maintained accurate documentation of all testing activities, enabling efficient review of results by project stakeholders.
- Participated in available trainings to improve software knowledge.
- Ensured smooth communication between QA and development teams, participating in regular meetings to discuss progress updates and address challenges collaboratively.
- Identified bugs and issues within system and applied troubleshooting techniques for mitigation purposes.
- Continuously updated technical skills through training programs, staying current on industry best practices for software testing methodologies.
- Assessed third-party tools used in the testing process, providing recommendations for tool selection based on compatibility with organizational needs and budget constraints.
Education
Master of Computer Applications - Computer Applications
VIT University
Vellore 07.2013 - 07.2016
Bachelor of Computer Applications - Computer Applications
Bangalore University
Bangalore 07.2010 - 07.2013
Skills
- Agile
- Functional testing
- Database programming
- Development Lifecycles
- Performance Tuning
- Testing and maintenance
- Operations analysis
- Data validation
- Data formatting
- Use Cases
- Project Management
- Technical Analysis
- Data analysis
- Data quality assurance processes
- SQL and databases
Timeline
Senior Software Engineer
Pine Labs
06.2021 - Current
CRM Support
National Australia Bank
06.2019 - 06.2021
Test Analyst
Bank of America
03.2017 - 06.2019
Associate Software Engineer
Accenture solutions Pvt ltd
12.2016 - 06.2021
Master of Computer Applications - Computer Applications
VIT University
07.2013 - 07.2016
Bachelor of Computer Applications - Computer Applications
Bangalore University
07.2010 - 07.2013