Rushikesh Supekar
Nigdi
Summary
- 8+ years of technical expertise: specialized in ERP, e-commerce platforms, and API troubleshooting (HTML, CSS, JS, XML, and JSON).
- Team Leadership & Escalation Management: Led technical teams, handled customer escalations, and optimized workflows.
- Implementation and Customization: Successfully delivered customized integration and ERP solutions for major clients (e.g., Playboy, Ace Hardware).
- Cross-Functional Collaboration: Worked with engineering, product, and customer teams for rapid issue resolution.
- Process Improvement and Documentation: Developed troubleshooting guides and optimized support processes.
Overview
9
9
years of professional experience
Work History
Tier 2 - Technical Support Engineer
Kibo Commerce Software Private Ltd
Pune
07.2023 - Current
- Led a technical team handling critical customer issues and ensuring SLA compliance.
- Diagnosed and resolved HTML, CSS, JS, API, connector, and e-commerce integration problems.
- Optimized technical documentation and improved support workflows.
Technical Support Engineer
Avalara Technologies Private Ltd
Pune
02.2022 - 07.2023
- Resolved API-related issues and improved case resolution times.
- Led a team of 11, driving customer satisfaction and technical excellence.
- Conducted training sessions on Integration and API troubleshooting.
Engineering Associate
Johnson Controls India
Pune
03.2020 - 02.2022
- Provided technical assistance for fire panel software across North America.
- Diagnosed and helped troubleshoot issues related to the devices, improving resolution rates.
Senior Technical Associate II
Convergys / Concentrix
Pune
12.2018 - 03.2020
- Delivered technical support for Dell products and Microsoft software.
- Led business development for the commercial realty division.
Network Support Engineer I
Silicon Care Broadnet Pvt. Ltd
Pune
12.2017 - 11.2018
- Handled network troubleshooting and bandwidth allocation.
- Assisted with technical escalations and remote support.
Network Engineer
Gazon Communications India
Pune
08.2016 - 11.2017
- Configured and installed network hardware including routers, switches, and firewalls to enhance security and performance.
- Reviewed system logs to determine usage levels, bandwidth, performance and system security to target inefficiencies and implement appropriate solutions.
- Troubleshot complex network issues, reducing downtime and improving user satisfaction.
- Installed software updates on servers, routers, firewalls, and other network devices.
Education
Bachelor's in Engineering - Information Technology
Dr. D. Y. Patil College of Engineering
Pune07-2016
HSC - Science
Maharashtra Board
Pune04-2010
SSC - Science
Maharashtra Board
Pune04-2008
Skills
- Technical Expertise: API (REST/SOAP), SQL, JSON, XML, HTML/CSS/JS
- ERP & E-commerce: NetSuite, Shopify, Magento, Oracle EBS, Microsoft Dynamics
- Support Tools: Salesforce, Jira, Confluence, ServiceNow, Zoho
- Leadership: Team Management, Escalation Handling, Training & Mentorship
- Customer Focus: Customer Satisfaction (CSAT), SLA Adherence, Stakeholder Communication
Accomplishments
- Reduced escalation resolution time by 72%, enhancing customer satisfaction.
- Successfully led 100+ critical issue resolutions, preventing major customer churn.
- Promoted to Tier 2 due to outstanding performance and customer focus.
- Trained 40+ support engineers, improving team efficiency and customer service.
Languages
Marathi
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Hobbies and Interests
- Playing Cricket
- Enjoying Long Drives
- Trekking
- Listening Music
Tools
- Web SA
- Moxie
- Salesforce
- Alarm.com
- Support Assist (Dell)
- Jenkins
- Service Now
- DMT (Data Migration Tool)
- Avaya
- Ring Central
- Delta
- Kibana
- Dispatch Automation tool
- Zoho
- DLS5
- NetSuite
- ESN Converter
- Postman
Timeline
Tier 2 - Technical Support Engineer
Kibo Commerce Software Private Ltd
07.2023 - Current
Technical Support Engineer
Avalara Technologies Private Ltd
02.2022 - 07.2023
Engineering Associate
Johnson Controls India
03.2020 - 02.2022
Senior Technical Associate II
Convergys / Concentrix
12.2018 - 03.2020
Network Support Engineer I
Silicon Care Broadnet Pvt. Ltd
12.2017 - 11.2018
Network Engineer
Gazon Communications India
08.2016 - 11.2017
Bachelor's in Engineering - Information Technology
Dr. D. Y. Patil College of Engineering
HSC - Science
Maharashtra Board
SSC - Science
Maharashtra Board
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