Nikhil Srivastava
Lead technical support engineer
Greater Noida
Summary
Achieved significant efficiency enhancements and customer satisfaction improvements at Pine Labs by streamlining support processes and mentoring junior engineers. Expert in root cause analysis and incident management, demonstrating a strong blend of technical support and customer service skills. Reduced system downtime through proactive measures, optimizing both internal and client-facing operations.
Flexible Technical Support Engineer with 12+ years of experience helping clients maintain smooth operations. Expertise in integrated systems and production environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
Overview
14
14
years of professional experience
Work History
Lead Technical Support Engineer
Pine Labs
04.2023 - Current
- Streamlined support processes for increased efficiency and faster response times.
- Analyzed metrics from customer interactions to identify areas for improvement within the Technical Support department.
- Worked closely with sales teams to ensure seamless handoff of clients after product implementation.
- Perform service monitoring using Prometheus, Grafana and Alertmanager tools to check the LIVE statistics of the transactions. Also, check alerts related to any service impact or any node is down or high CPU utilization or disk space or any other.
- Good understanding of SQL Server fundamentals.
- Worked on SQL server database using queries to check if there is any issue in the transaction processing of any particular merchant on daily basis.
- Created detailed documentation for internal use, enhancing the ability of team members to resolve future client inquiries efficiently.
- Reduced downtime by proactively identifying potential system issues and implementing preventive measures.
- Managed escalation procedures, ensuring timely resolution of critical incidents and minimizing business impact.
- Enhanced customer satisfaction by promptly resolving complex technical issues.
- Mentored junior engineers in best practices for troubleshooting techniques, boosting overall team capabilities.
- Optimized ticketing system workflows for better tracking and prioritization of support requests.
- Performed root cause analysis of reported issues to enact corrections.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Delivered Tier-3 support and SME input to internal and external customers.
- Monitored system performance to identify potential issues.
- Generated reports to track performance and analyze trends.
- Collaborated with product development teams to identify software bugs and suggest improvements based on customer feedback.
- Established strong relationships with clients by consistently exceeding expectations in service delivery quality.
Module Lead
Pine Labs
04.2020 - 04.2023
- Collaborated cross-functionally to ensure seamless integration of modules into larger projects or systems.
- Maintained expert knowledge of industry trends and advancements in module development technologies, ensuring that our organization remained competitive within the market landscape.
- Proactively identified opportunities for enhancing existing modules, leading to improvements in performance and usability for endusers.
- Conducted thorough quality assurance testing on all developed modules, ensuring optimal functionality before delivery to clients.
Senior Quality Assurance Engineer
Pine Labs
04.2017 - 04.2020
- Produced and maintained technical documentation for project reference.
- Worked with stakeholders and team members on quality assurance efforts for hardware components.
- Supported product managers and development teams across phases of testing from planning to execution, troubleshooting and reporting within high-volume, agile environment.
- Supported the successful launch of numerous product releases by coordinating QA efforts, including test planning, execution, and reporting.
- Conducted root cause analyses on critical defects, recommending improvements to prevent future occurrences.
- Improved software quality by developing and implementing comprehensive test strategies for new products and features.
- Validated software security measures through penetration testing efforts designed to uncover vulnerabilities before production release.
- Created test cases and test scripts to maintain cohesive team approach to product development.
- Performed load and performance testing to ensure optimal system functionality under various conditions, identifying bottlenecks for further improvement.
- Demonstrated new product features and functionality to project stakeholders.
- Mentored junior team members in QA methodologies, tools usage, and effective communication skills for better collaboration with developers.
- Collaborated with developers and project managers to assess program capabilities, features and testing demands.
Quality Assurance Engineer
Pine Labs
07.2014 - 04.2017
- Optimized test cases to maximize success of manual software testing.
- Worked closely with different departments to develop innovative solutions to functionality issues.
- Met tight deadlines to satisfy client demands and project timelines.
- Ensured timely delivery of high-quality products through effective coordination with cross-functional teams.
- Participated in agile development practices such as sprint planning meetings and daily stand-ups, contributing valuable input from a QA perspective throughout the project life cycle.
- Reduced defect rates by designing and executing comprehensive test plans and test cases.
- Managed bug tracking systems, ensuring timely resolution of reported issues and maintaining clear communication with stakeholders.
- Conducted root cause analysis for defects, leading to targeted improvements in the production process.
- Contributed to the continuous improvement of QA processes through regular reviews, evaluations, and updates as needed.
- Established effective communication channels between QA, development, and project management teams to foster a collaborative working environment focused on delivering high-quality products.
- Supported successful product launches by conducting extensive pre-release testing and validation activities.
- Enhanced customer satisfaction by promptly addressing issues identified during user acceptance testing.
Quality Assurance Engineer
MEDIAMAGIC
10.2012 - 07.2014
- Optimized test cases to maximize success of manual software testing.
- Worked closely with different departments to develop innovative solutions to functionality issues.
- Participated in agile development practices such as sprint planning meetings and daily stand-ups, contributing valuable input from a QA perspective throughout the project life cycle.
- Reduced defect rates by designing and executing comprehensive test plans and test cases.
- Managed bug tracking systems, ensuring timely resolution of reported issues and maintaining clear communication with stakeholders.
- Contributed to the continuous improvement of QA processes through regular reviews, evaluations, and updates as needed.
Testing Engineer
Global Step Services
04.2012 - 10.2012
- Constructed test environments and designed and executed test plans.
- Conducted root cause analysis for recurring issues to propose long-term solutions aimed at addressing the underlying problem.
- Collaborated with cross-functional teams to identify potential risks and develop effective mitigation strategies during the testing phase.
- Collaborated with test team to design new production test equipment by understanding new products in development.
Web Consultant
Dharne
10.2010 - 05.2011
- Increased website reliability by performing comprehensive cross-browser and cross-platform compatibility tests.
- Prevented potential security threats through rigorous evaluation of web applications for vulnerabilities.
- Improved website functionality by meticulously identifying and reporting bugs during manual testing.
- Executed test cases to compare actual and expected outputs against acceptance criteria.
- Created new scripts and modified existing test scripts for application changes.
- Performed root cause analysis to detect website defects.
Education
B.Tech - Information Technology
Azad Institute of Engineering And Technology
Lucknow 04.2001 -
12th - PCM
St. Teresa's College
Lucknow 04.2001 -
10th - Science
CMS Degree College
Lucknow 04.2001 -
Skills
Customer Support
ITIL Knowledge
Training and mentoring
Incident Management
Customer Service
Ticket management
Issue Escalation
Bug tracking
Root Cause Analysis
Technical Support
JIRA Systems
Grafana
Prometheus
Alertmanager
SQL
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Timeline
Lead Technical Support Engineer
Pine Labs
04.2023 - Current
Module Lead
Pine Labs
04.2020 - 04.2023
Senior Quality Assurance Engineer
Pine Labs
04.2017 - 04.2020
Quality Assurance Engineer
Pine Labs
07.2014 - 04.2017
Quality Assurance Engineer
MEDIAMAGIC
10.2012 - 07.2014
Testing Engineer
Global Step Services
04.2012 - 10.2012
Web Consultant
Dharne
10.2010 - 05.2011
B.Tech - Information Technology
Azad Institute of Engineering And Technology
04.2001 -
12th - PCM
St. Teresa's College
04.2001 -
10th - Science
CMS Degree College
04.2001 -