Haresh Vatwani
Vadodara
Summary
Results-driven Technical Lead with a 13+ year track record of delivering exceptional customer experiences for enterprise-level clients, particularly within the Support ecosystem. Expertise in troubleshooting and optimizing integrations, configurations, and performance. Passionate about building long-term client partnerships and exceeding customer expectations. I significantly reduced critical issue resolution times by 15%. Proven ability to lead support teams, implement proactive support strategies, and drive continuous improvement to ensure clients satisfaction.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Technical Lead - TEC
Automation Anywhere
02.2022 - Current
- Utilized Jira retro calls to reduce critical ticket resolution time by 15% and improve L3 engineer ticket creation accuracy by 20%.
- Enhanced patch request processes for 50+ Gold and Premium customers, resulting in a 10% reduction in patch deployment time, and 5% decrease in customer-reported patch-related issues which improved customer satisfaction.
- Developed 3 RPA bots using Automation Anywhere tool that automated the extraction of 100+ knowledge base articles in per month, reducing manual documentation effort by 40% and ensuring consistent content across Confluence and SharePoint.
- Led technical enablement sessions (per quarter) for 50+ L2 and L3 support team members, resulting in a 15% improvement which reduces jira card creation and a 10% decrease in escalation rates.
- Supervised 2 Gen AI projects utilizing GPT models and Python, resulting in a 25% increase in the speed and accuracy of knowledge base extracts for ODIN, leading to more efficient responses to customer queries. This improved case resolution time by 15% and L3 engineer accuracy by 20% at Automation Anywhere.
Technical Lead - Support
Automation Anywhere
09.2019 - 02.2022
- Mentored and managed a global team of nine L2 support engineers across multiple time zones, driving a 15% improvement in cases resolution rates for the issues related to RPA Control Rooms, Cluster/Load Balancer management, network troubleshooting, and database querying (SQL/Oracle), resulting in a 10% reduction in escalation rates. This ensured seamless 24/7 support coverage for customers.
- Resolved escalated, highly critical customer issues related to REST APIs, HTTP methods, and complex networking (TCP/IP, SSL, Proxy, DNS, Firewalls). Utilized tools like Wireshark, Postman, and Fiddler for network monitoring, API testing, and performance analysis, achieving a 95% resolution rate within SLA and minimizing customer downtime.
- Led requirements gathering and spearheaded improvements for the Automation 360 platform (formerly A2019), leveraging Agile methodologies and Jira. Identified critical defects facilitating a seamless migration from V10/V11 to Automation 360 builds.
- Delivered comprehensive product knowledge and troubleshooting training to the China (Dalian) team via remote desktop tools and Zoom. This training focused on accelerating customer issue resolution times and resulted in a 25% decrease in average time for support cases by the Dalian team, leading to improved customer satisfaction in the region.
- Awarded the 'One Team, One Goal' award in January 2021 for fostering cross-regional collaboration across multiple time zones.
Senior Technical Support Engineer
Automation Anywhere
04.2015 - 09.2019
- Served as the dedicated Technical Account Manager (TAM) for a key enterprise client, UBS, cultivating a strong, two-year relationship. Proactively managed all technical issues across Development, UAT, and Production environments, minimizing system downtime and ensuring business continuity.
- Utilized advanced troubleshooting skills, including meticulous log analysis, SQL queries, API monitoring (using Postman), infrastructure component troubleshooting, and network diagnostics with Wireshark. This proactive problem-solving resulted in a 20% reduction in resolution time of critical issues.
- Collaborated with senior management to drive data-informed decision-making during Service Reviews and Weekly Meetings for UBS. Developed and presented data-driven reports using Power BI, analyzing key performance metrics, incident trends, and customer satisfaction data. These insights led to a 10% improvement in service delivery efficiency.
- Spearheaded the establishment of a new Support Team in Bangalore in September 2017, building the team structure, processes, and workflows from the ground up. Successfully onboarded and upskilled new hires through comprehensive technical training programs, ensuring the team was fully equipped to support clients effectively. This help streamlined troubleshooting processes for improved issue resolution times and minimized downtime.
Software Specialist
EClinicalWorks
09.2011 - 04.2015
- eClinicalWorks delivers innovative healthcare software solutions.
- Proactively managed and resolved a high volume of enterprise customer support tickets related to healthcare domain, prioritizing issues and ensuring timely resolution within SLAs.
- Leveraged expertise in database technologies (MSSQL, MySQL, Oracle and others) to diagnose root causes through detailed log analysis, minimizing customer impact and maximizing system uptime.
- Consistently achieved high client satisfaction ratings, demonstrating a commitment to exceptional customer service.
- Maintained strict compliance with HIPAA and GDPR regulations, safeguarding sensitive data and ensuring customer trust.
- Presented technical concepts clearly during team meetings, fostering a collaborative environment for innovation.
Education
Master of Computer Applications - Computers
Sardar Patel University
Anand06-2011
Skills
- Database Skills: MSSQL, Oracle, PostgreSQL, and MySQL
- Network Monitoring: SMTP, IMAP, POP3, DNS, TCP/IP, VPN, SNMP, DHCP, Wireshark, Fiddler, Splunk
- API Knowledge: REST APIs, SOAP, GraphQL, Postman
- Compliance: HIPAA, GDPR and Security Best Practices
- Customer Relationship Management CRM - Salesforce, etc
- Project Management: Project Management (Agile, Waterfall, Jira), Requirements Gathering
- Automation & Tooling: Automation & Scripting (Python, PowerShell, Jenkins, Ansible), Monitoring & Logging (Splunk, Elasticsearch, Sumo), Knowledge Management (Confluence, SharePoint)
- Customer relationship management
- Mentorship and coaching
- Team leadership
- Debugging techniques
- Cross-functional teamwork
Certification
ITIL - 4.
Timeline
Technical Lead - TEC
Automation Anywhere
02.2022 - Current
Technical Lead - Support
Automation Anywhere
09.2019 - 02.2022
Senior Technical Support Engineer
Automation Anywhere
04.2015 - 09.2019
Software Specialist
EClinicalWorks
09.2011 - 04.2015
Master of Computer Applications - Computers
Sardar Patel University
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