Nikhil Joshi
Pune,MH
Summary
Technical support professional with hands on experience in product support, installation, implementation and upgrades of software products in complex environments. In over 18 years career worked in areas such as Software/Product Support, Product implementation, Technical Support, Quality Assurance-Automation, Manual and Software Development with multinational organizations of great repute.
Experienced with troubleshooting and resolving technical issues in fast-paced environment. Utilizes effective communication and problem-solving skills to ensure customer satisfaction. Knowledge of industry-standard support tools and methodologies, ensuring efficient and accurate solutions.
Overview
19
19
years of professional experience
Work History
Product Support Analyst
ION (Triple point technologies)
06.2014 - Current
- Currently working with ION (Triple point technologies) since June 2014 as Product Support Analyst.
- Key Responsibilities at ION:-
- Working on ION’s product Softmar handling below responsibilities-
- Provide end to end technical support for Softmar product.
- Troubleshoot software, hardware or system configuration problems, identify and provide solutions.
- Liaise with internal development team when necessary to resolve the issue by checking and sharing logs to investigate further.
- Worked in Agile environment, collaborating closely with cross functional teams during sprints to resolve issues and implement updates efficiently.
- Resolve complex customer issues by solving tickets in expected Timelines.
- Participate in on-call support for escalated client production issues.
- Guide customers through product implementation, answering questions and fix issues as needed.
- Regularly Work with internal teams to investigate bugs, suggest improvements, and share client feedback-gets involved in root cause analysis to get appropriate solution.
- Document commonly reported issues and solutions to help the team and customers for future.
- Replace product license keys, SSL certificates for customers.
- Write SQL server queries, resolve database issues.
- Take database back up and restoration during upgrades.
- Led end-to-end migration of applications and products from legacy machines to new infrastructure.
- Performed installation, configuration, and validation of applications on target machines on both, on – prime environment and also on AWS cloud hosted by ION.
- Coordinate with customers, application owners, and infrastructure teams to ensure smooth cutovers.
- Document migration procedures and create knowledge base articles to handle repeatability.
- Handle Data refresh from production environment to test environment.
- Give demos during sprint reviews and in customer calls.
- Tools/Technologies used- Windows, Unix, SQL Server, JIRA.
- QA Responsibilities during new development phase-
- Developed Automation Framework using Robot Framework.
- Create and execute automated test cases for all the applicable functionalities.
- Get involved in development as and when required.
- Write test cases and test Manually in various test sprints.
- Keeping QA documentation updated for further reference.
- About Product-
- Softmar is the product used by a wide range of clients in shipping industries which is used to create, manage and track the contracts created for various shipping of cargoes by various vessels and also is used to generate the reports.
Senior Test Engineer
Geometric Ltd
12.2009 - 05.2014
- Worked with Geometric Ltd from Dec 2009 to May 2014 as Senior Test Engineer
- Brief details of role played at Geometric-
- Was responsible for overall quality assurance of software services delivered to clients using manual testing process
- Was involved in automation framework development using Rational Functional Tester and other tools.
- As QA Member had worked on various projects such as Enovia V6, Jaguar PDS, Atrium which were the projects of varied Domain and industries.
- Technologies- Windows, Delima, RFT (IBM Rational Functional Tester)
Product developer
BMC Software
10.2006 - 12.2009
- Worked with BMC Software from Oct 2006 to Dec 2009 as Product developer.
- Brief details of role played at BMC Software-
- Started as a Technical trainee and handled development and quality assurance of products in BMC’s Identity Management (IDM) Business Unit.
- Was also involved in development of BMC provisioning module for MS SQL Server, BMC Provisioning Module for Oracle, Provisioning Module for SAP, BMC Provisioning Module for Remedy ITSM Suite during my tenure with BMC Software.
- Technologies: C#.Net, SQL Server
Education
Master of Computer Science (MCS) -
Pune University
01.2006
Bachelor of Computer Science (BCS) - undefined
Pune University
01.2004
Skills
- TOOLS-JIRA, DIGITE,RESOLUTION
- PLATFORMS/OPERATING SYSTEM- AWS, LINUX/WINDOWS SERVER, CLOUD BASED ENV
- DATABASE-SQL SERVER
- CUSTOMER CENTRIC MINDSET
- ANALYTICAL MINDSET AND PROBLEM SOLVER
- COLLABORATIVE COMMUNICATOR
- Incident management
- Cross-functional coordination
- Application support
LANGUAGES
ENGLISH, HINDI, MARATHI FULL PROFICIENCY
Disclaimer
Date: September 2025 Place: Pune Nikhil Joshi
PERSONAL DETAILS
- DOB- 27/11/1981
- MARITAL STATUS-MARRIED
- ADDRESS- WARJE, PUNE
Timeline
Product Support Analyst
ION (Triple point technologies)
06.2014 - Current
Senior Test Engineer
Geometric Ltd
12.2009 - 05.2014
Product developer
BMC Software
10.2006 - 12.2009
Bachelor of Computer Science (BCS) - undefined
Pune University
Master of Computer Science (MCS) -
Pune University