Prasoon Kashyap

Experienced Senior Support Specialist Engineer with 9+ years of expertise in providing high-level technical support and solutions. Skilled in troubleshooting complex issues, managing support teams, and enhancing customer satisfaction. Demonstrated leadership in guiding cross-functional teams to implement efficient support processes and improve system performance. Known for driving innovation by developing and integrating cutting-edge solutions that streamline operations and boost productivity. Strong communicator with a proven track record of delivering exceptional service in fast-paced environments. Driven by a background in collaborative support environments, with a focus on team coordination and customer service excellence. Developed skills include conflict resolution and team-building, adaptable to various professional settings. Seeking transition into a new field where these skills can contribute to achieving organizational goals and enhancing team performance.

Research Project – Impact of Agile Methodology in Project Management
 Acquired comprehensive knowledge and practical skills in project management and various management techniques.
 Developed expertise in Agile and Kanban methodologies.
 Conducted extensive research and data analysis to evaluate the effectiveness of Agile practices.

Comcast USA – CPQ API/UI Testing (Internal Project)
 Conducted comprehensive end-to-end flow testing, including API testing.
 Created user stories and tracked defects using Quality Center (QC) in an Agile project environment.
 Performed API automation testing utilizing Amdocs Tool UTS.

Primacom Germany – CRM Development (Internal Project)
 Led a team of five in the end-to-end delivery of tasks on a regular basis.
 Developed client and server-side user interfaces to enhance and optimize user experiences, utilizing a Spring-based Java framework and middleware knowledge.
 Facilitated Agile ceremonies, including daily stand-ups, sprint planning, and retrospectives, to ensure continuous improvement and team collaboration.

Udacity Projects for Nanodegree(https://confirm.udacity.com/KFQGHKLD )
 Designed Adventure game & Rock-Paper-Scissors game, based on Python.
 Designed Animal Trading card & Pixel Art Maker, based on HTML, CSS, JavaScript, and jQuery.
 These projects are available on my GitHub profile.

Leading Gamification Project for Onboarding and Mentoring Freshers
 Designed an intelligent, Mario-like game to assist freshers in their onboarding and mentoring process.
 Enhanced the onboarding and mentoring experience through gamification.
 Developed a general prototype for gamification that can be adapted to various processes.

Leading AI-Based Project to Fetch CRM Data (Internal) Utilized amAIz (Amdocs-based AI platform) and AutoX (developed on top of OpenAI) to enhance data retrieval processes.  Implemented REST APIs to efficiently fetch CRM data.  Analyzed AI-generated data inputs to optimize results and improve decision-making.

SLFY (Subsequent License Fee) Project for Amdocs CRM Clients Developed and managed a Unix-based PDF generation tool to measure license usage.  Successfully deployed the tool at key tier-1 Amdocs customers, including VF, TEF, and AMX.  Strategically planning deployments for additional Amdocs customers, such as Singtel, Optus, and AT&T.

B.Tech Project – Automatic Track Management System for Trains Developed a project using Assembly language on AVR microprocessors, integrating GSM, sensors, and AVR microprocessors to simulate a toy train that contacts emergency services in case of emergencies.  Implemented mechanisms to halt the train if issues are detected on the track and designed an alarm system to alert individuals near train tracks, particularly at unmanned crossings.  Enhanced safety features to prevent and mitigate damage, ensuring comprehensive track management.

• Attended workshops and seminars on Agile methodologies, DevOps practices, and cloud computing.
• Completed advanced training in Microsoft AI - 900, enhancing technical proficiency and problem-solving skills.
• Completed PMF MOOC workshop for management.
• Participated in a conflict resolution workshop.