Goutam Mohanty
Senior Technical Engineer
Cuttack
Summary
Electrical Engineering graduate from Orissa Engineering College with expertise in diagnosing and resolving malfunctions efficiently. Experienced in simplifying complex technical ideas for non-technical individuals. Proficient in Java programming and Spring Boot frameworks, with a history of quick adaptation to new technologies. Possesses strong analytical skills and a proactive attitude towards solving difficult tasks. Collaborative team member with leadership capabilities, skilled in managing critical customer cases with a focus on providing quality support and ensuring satisfaction.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
10
10
Certifications
Work History
Senior Technical Support Engineer
Salesforce
08.2023 - Current
- Led a team of junior engineers, ensuring timely delivery of high-quality support services to clients.
- Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.
- Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support and gaining the trust of customer.
- Served as the primary point of contact for escalated issues,Signature SEV-1 collaborating with teams to achieve timely resolutions.
- Stayed current on trends, allowing for quick adaptation to emerging technologies and their associated challenges in supporting customers.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Technical Support Engineer
Salesforce
11.2021 - Current
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Technology Analyst
INFOSYS
08.2019 - Current
- Working on GEA Appliances project.
- Responsible for operations, production issue resolution, development, and maintenance.
- Resolved complex technical issues through rigorous troubleshooting and root-cause analysis, minimizing downtime and disruptions to business operations.
- Provided technical and functional recommendations based on project requirements.
Software Developer
CSM Technology
06.2017 - 06.2019
- Developed and maintained the Paddy Procurement Automation System.
- Saved time and resources by identifying and fixing bugs before product deployment.
- Improved software efficiency by troubleshooting and resolving coding issues.
- Updated old code bases to modern development standards, improving functionality.
- Contributed to a positive team environment through effective communication, problem-solving, and collaboration skills.
- Developed software for desktop and mobile operating systems.
- Enhanced user experience through designing and implementing user-friendly interfaces.
- Increased development speed by automating repetitive tasks using scripts and tools.
- Corrected, modified and upgraded software to improve performance.
- Authored code fixes and enhancements for inclusion in future code releases and patches.
Education
B.Tech - Electrical Engg.
01.2013 - 01.2017
GPA: 70.00%
Intermediate - CBSE
01.2010 - 01.2013
GPA: 81.00%
High School - ICSE
GPA: 81.01%
Skills
Java
Spring Boot
JSP
Hibernate
PRO
Customer support
Teamwork and collaboration
Root-cause analysis
Technical troubleshooting
Problem resolution
Critical thinking
Technical support
Debugging
APEX
Splunk
Integration tool
HEIMdall Tool
Signature SEV-1
Accomplishments
- Received Star Performer Award from the GEA team for dedication and sincerity.
- Won Insta Award from Infosys.
- Multiple appreciation emails from business and team members.
- Promoted within a year based on exceptional performance.
- Got Promoted from Technical Support Engineer to Signature -Senior Technical Support Engineer based on merit and the skilss
Interests
Travelling
Listening to music
Leadership And Project Management
Strong communication, Team coordination, Decision-making skills, Quality, Punctuality, Sincerity, Managing teams across client IT and vendors, both offshore and onsite., Currently handling 15 applications under the GEA project with varied technologies.
Software Development - Skills
- Understanding business requirements and translating them into technical specifications
- Creating detailed design documents and development strategies
Certification
Certified Administrator
Timeline
Senior Technical Support Engineer - Salesforce
08.2023 - Current
Technical Support Engineer - Salesforce
11.2021 - Current
Technology Analyst - INFOSYS
08.2019 - Current
Software Developer - CSM Technology
06.2017 - 06.2019
Orissa Engineering College - B.Tech, Electrical Engg.
01.2013 - 01.2017
DAV Public School - Intermediate, CBSE
01.2010 - 01.2013
Stewart School - High School, ICSE