Rutvik Parikh

• Achieved consistent 5/5 CSAT rating and met SLA commitments while providing exceptional technical support.
• Utilizing S3 bucket, PUTTY, WinSCP, and SQL Server to analyze logs and resolve technical issues effectively.
• Managed platform and data for customer accounts, ensuring prompt resolution of Sev-1 and Sev-0 cases.
• Identified and addressed system bottlenecks for improved performance using Grafana.
• Contributed to the knowledge repository by developing valuable KB entries.
• Streamlined support processes, optimized workflows, and improved onboarding procedures to enhance operational efficiency.
• Facilitated cross-functional collaboration with Product Engineering, Triage Engineering, and other essential teams to expedite bug resolution and ensure smooth customer deployments.
• Proficient in tools like FreshService, Zendesk, Servicenow, Confluence, Jira.
• Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.
• Proactively identified trends in technical issues, implementing preventative measures to reduce future occurrences.

• Improved customer satisfaction by efficiently managing platinum customer issues and handling escalations, and maintaining CSAT of 99%.
• Utilized Kibana, Grafana, and Cloudwatch for advanced data visualization and resource monitoring.
• Demonstrated proficiency in SQL databases, implementing performance tuning techniques, and optimization to improve system efficiency.
• Creating shell and python scripting to automate the repetitive tasks.
• Using Kubernetes for pod restart and checking the running process.
• Hands on with docker to see if any images are stuck and if any containers are running fine.
• Extensive expertise in APIs and authentication mechanisms, including OAuth 2.0, PAI, client credentials, and security protocols.
• Facilitated seamless connector integration and configuration within SLA to boost workflow efficiency.
• Specialized in SSO management, configuring SSO, SAML, LDAP, Identity Access Management, Active Directory, and AWS components.
• Armed expertise in analyzing issues through browser Tracer, Fiddler, and Wireshark to effectively address application and network-related challenges.
• Skilled in leveraging Jira, Confluence, Zendesk, and ServiceNow to optimize workflow and enhance issue tracking.
• Engaged with business users, product owners, developers, and technical teams to ensure process alignment and facilitate effective communication.
• Conducted training sessions for junior team members and new hires, fostering a culture of continuous learning and skills development.
• Reduced downtime for clients by proactively monitoring and troubleshooting cloud-based issues.
• Boosted customer satisfaction by delivering prompt technical support and resolving complex issues.
• Improved application performance by identifying bottlenecks and implementing appropriate solutions.

• Led daily and weekly Scrum ceremonies, aligning cross-functional teams with Agile methodologies to enhance project execution and delivery efficiency.
• Implemented CI/CD pipelines to streamline code deployment into test environments, accelerating development cycles.
• Designed and refined support processes, driving a 95% Customer Satisfaction (CSAT) rate and significantly improving operational effectiveness.
• Performed in-depth error analysis and root cause investigations, boosting system performance by 20%.
• Engineered customized queries in MySQL and Cassandra to extract and analyze key data, increasing data analysis efficiency by 30%.
• Partnered closely with QA, Product, and Development teams to fast-track enhancements, reducing product development timelines by 25%.
• Assessed beta releases and bug fixes with high accountability to customer feedback, fostering empathy and clear communication.
• Monitored system health and error trends using AWS CloudWatch, Kibana, Jenkins, and Grafana—enabling proactive updates and 100% uptime.
• Navigated high-pressure situations to troubleshoot intricate technical issues, applying effective prioritization to sustain business continuity.
• Delivered independent technical reviews of operational workflows and deployment plans, eliminating bottlenecks and optimizing functionality.

• Provided high-quality technical support, maintaining a consistent 5/5 CSAT rating.
• Managed database configurations, backups, restores, and replication to ensure data integrity and availability.
• Conducted performance analysis using SQL Server execution plans, identifying bottlenecks, and implementing tuning strategies.
• Troubleshooted vendor issues in use Apache Tomcat setups to enhance system performance.
• Led technical escalations, ensuring timely issue resolution while upholding customer satisfaction.
• Conducted testing, configured servers, and provided product support while collaborating effectively with cross-functional teams and engineers for bug resolution.
• Maintained system performance post-deployment, promptly addressing any issues to maintain high operational efficiency.
• Collaborated with cross-functional teams to develop high-quality software solutions within deadlines.
• Identified and resolved critical software bugs, ensuring optimal system performance and reliability.
• Maintained up-to-date documentation for all software projects, enabling seamless team collaboration and knowledge transfer.

• Spearheaded the development of modules for the Business EdTech Service Portal, enhancing platform functionality.
• Collaborated with AJAX, JSP, and Tomcat to ensure seamless integration of frontend technologies.
• Contributed to all phases of the software development lifecycle, from requirement to deployment, ensuring project success.
• Drafted technical documentation, encompassing UML diagrams, SRS reports, and enhanced clarity and system comprehension.
• Executed deployment strategies, diagnosed workflow inefficiencies, and verified production logs to enhance system performance.
• Ensured seamless integration of Java-based applications with databases, APIs, and other systems.
• Reduced software bugs by conducting thorough unit testing and collaborating with QA teams.
• Enhanced application performance by optimizing Java code and implementing efficient algorithms.
• Streamlined development processes by employing Agile methodologies and participating in Scrum meetings.

Project Title: Dynamic Mall (E-Commerce System)

• 🔧 Technologies Used:
  Core Java, Advanced J2EE, HTML, CSS, JavaScript.
• 🗄️ Back-End:
  JSP, Servlet, MySQL (Database), Wamp Server
• 🧰 Frameworks:
  MVC Architecture, Hibernate ORM, CMS

📄 Project Description:

• Dynamic Mall is a robust and scalable online shopping system developed using advanced Java technologies. The platform allows users to seamlessly create personalized online stores, manage their inventory, and sell products with hands-on administrative capabilities. Built on the MVC design pattern, the system ensures modularity and maintainability.
• Its primary goal is to empower small and local vendors by providing a digital marketplace accessible to all—even micro-businesses—facilitating city-wide delivery services and making every product just a click away.

💼 Role & Responsibilities:

• Developed core Java modules and business logic.
• Managed MySQL database schema and operations
• Designed user interface and experience using HTML/CSS/JavaScript
• Created detailed SRS technical documentation and reports.
• Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
• Explored new technologies and approaches to streamline processes.
• Enhanced project visibility by maintaining up-to-date project status reports.