JAYDEEP TRAMBADIYA
Vadodara
Summary
Highly energetic, self-motivated, commercially focused, and eager to grow every day, along with the organization. Dedicated, accountable, and committed to the work with responsibility and accountability. Experience in working in a pressured environment, and always ready to adapt to new changes and challenges. Looking for a stable organization where I can display my potential and mutually benefit each other.
Overview
11
11
years of professional experience
Work History
Technical Lead
Automation Anywhere
Vadodara
05.2022 - Current
- Supported Global Support Team for American customers by resolving issues related to Automation Anywhere products, including AARI, Control Room, Document Automation, Bot Insight, and Bot Agent.
- Utilized Salesforce ticketing tool, Zoom, and team calls to address customer queries efficiently.
- Prioritized tickets based on urgency and customer support plan to ensure timely resolution.
- Provided support for both on-premises and SaaS-based customer environments to enhance user experience.
- Troubleshoot reported issues using Zoom calls, knowledge base articles, Jira tickets, Confluence pages, and product documentation.
- Created Jira tickets for enhancement requests or defects not resolved by L2 or L3 engineers.
- Documented new issues by recording knowledge base articles and updating existing ones with new solutions.
- Mentored new employees by delivering training and guidance during orientation.
- Help customers explain the new features of the product, along with helping new customers understand the product based on their needs.
- Led technical projects ensuring alignment with organizational goals.
- Connected with clients to identify needs and provide helpful solutions.
- Mentor the team with respect to KCS methodology to create quality knowledge articles.
Expert Systems Support Engineer
Allscripts
Vadodara
01.2019 - 05.2022
- The primary purpose of my role is to manage Proactive monitoring and Technical Support related requirements for very crucial clients which are generating 80% of revenue for the company.
- Handling alerts of multiple clients at the same time. Working under pressure situations and prioritizing and resolving the Alerts depending on the criticality of Alerts and clients.
- Escalating unresolved issues to different teams depending on the type of issues and following up until resolution.
- Keeping clients up to date with ongoing issues via email and phone calls or cases when required.
- Taking quick decisions in pressure situations and resolving issues. escalating major incident calls and coordinating with different teams whenever a client is down or facing issues to get the issues fixed as soon as possible.
- Preparing monthly status Reports on alerts and incidents clients and sending it to clients. Setting up new monitoring tests as per requirement from the internal product team.
- Providing training to new members of the team other members when required.
Associate Consultant
Infosys
Pune
08.2017 - 01.2019
- Handling Incidents raised by Client via BMC Remedy tool.
- Prioritizing Impact Urgency and Priority Matrix for fix.
- Replicating issues on dev and sandbox environment and trying to find root cause of the issues. Escalating the out of the box issues to BMC for fixes.
- Part taking bridge calls with BMC on incidents and resolving the major issues on priorities.
- Taking Follow-up on low priority incidents for updates on ongoing issues.
- Part taking daily Client calls to provide updates on the ongoing Tickets.
- Updating the Knowledge base with new workarounds and raising problem ticket for re occurrence of the issue.
- Once the problem is raised working on problem record to find root cause and provide it to the change management team for permanent fix.
- Once the root cause is discovered updating it in Known error database.
Sr Associate
Allstate
11.2015 - 08.2017
- Handling Incidents raised by level 2 (Onshore Team) using the service now tool.
- Taking ownership of incidents and resolving the transactions mentioned in the incident within the given SLA and quality parameters.
- Proving the proper and understandable resolutions to the level 2 team and documenting the root cause analysis of the reported issues in the incidents.
- Escalating unresolved Incidents to the development team, by raising the new PRB for code fix.
- Checking the number of policies in the incidents and updating the priority by changing Impact and Urgency depending on the number of policies.
- As a part of the Core team which takes weekly calls with the technology team regarding the pending tickets for temporary workarounds of aged policies. Asking the technology team for the target resolution date of the incidents which do not have any temporary workarounds.
- Once the Workaround is standardized, document those workarounds get it approved from Onshore, and upload it in SharePoint. This will minimize the number of incidents for those same issues.
- Analyze Monthly Incident reports documenting the repeated issue and escalate it to the Development team via Problem ticket for permanent Fix.
- Managed to learn 2 processes and can work anytime on both teams.
- Submitted the bright Idea which has reduced daily 450 minutes (7.5 hours) for agents in resolving the stats error.
- Awarded as a trainee of the month and bright idea award submitted by me.
Junior Executive
Vodafone
Pune
03.2014 - 10.2015
- End to End ticket ownership with a focus on improving user experience through first-time resolution and timely response benefiting NPS and CSAT.
- Ability to troubleshoot and provide solutions to critical issues. Trained on ITSM (BMC Remedy) queue management, ServiceNow, Webchat, and ticket handling.
- Analyzing and Triaging P1/P2 incidents. Monitoring and updating tickets in each shift, ensuring the follow-up for closure of tickets (Incidents, Service requests.)
- Recognizing work that needs to be prioritized to comply with SLAs. Ensuring that SLAs are being adhered to. Supporting operations 24
- 7.
- Identifying areas that need to be addressed by new or streamlined procedures.
- Working as part of the team to ensure the department always offers World Class Customer Service.
- Liaising with Account and service managers and respective stakeholders. Hands-On experience in creating weekly-monthly reports for the process KPIs.
Education
Bachelor of Engineering - Electronics
Dr J J Magdum College of Engineering
Jaysingpur, Maharashtra06-2013
Skills
- Client relationship management
- Process improvement
- Mentorship and coaching
- Windows OS
- Automation Anywhere (RPA)
- Team mentoring
- Risk assessment
- Incident prioritization
- Effective communication
- Problem solving
- Pressure handling
- Escalation handling
- Technical troubleshooting
Personal Information
Nationality: India
Timeline
Technical Lead
Automation Anywhere
05.2022 - Current
Expert Systems Support Engineer
Allscripts
01.2019 - 05.2022
Associate Consultant
Infosys
08.2017 - 01.2019
Sr Associate
Allstate
11.2015 - 08.2017
Junior Executive
Vodafone
03.2014 - 10.2015
Bachelor of Engineering - Electronics
Dr J J Magdum College of Engineering
Similar Profiles
Sirisha DamarapatiSirisha Damarapati
Director of Product Management at Automation AnywhereDirector of Product Management at Automation Anywhere
Anup PaulAnup Paul
Enterprise Sales Account Executive at Automation AnywhereEnterprise Sales Account Executive at Automation Anywhere
Daniel CerdaDaniel Cerda
QA Automation Engineer at Automation AnywhereQA Automation Engineer at Automation Anywhere
Suraj GuliyaSuraj Guliya
Squadron Pilot at IAF, AFS YelahankaSquadron Pilot at IAF, AFS Yelahanka
Yatin PatelYatin Patel
Senior Transportation & Customs Operations at GEA Process Engineering (India) Pvt. Ltd.Senior Transportation & Customs Operations at GEA Process Engineering (India) Pvt. Ltd.