Sarthak Arora

> Interactive Service Request Framework

• Developed a sophisticated chatbot-based troubleshooting system; decreased service escalations by 10% and slashed average resolution time by 4 hours to few minutes, leading to a 30% improvement in overall customer experience.
• Developed a streamlined, use-case-based generic REST API calling functionality, serving nearly 90% of queries efficiently.
• Used MongoDB to store interactive troubleshooting steps and decisional logic and an REST API for system interaction.
• Build optimized decision-making capability using graphs and topological sort.

> Notification Framework

• Designed a framework that enables notification to users when they log In.
• Implemented server-side events for real-time notification propagation, reducing notification delivery time from 2 minutes to near real-time.
• Implemented Rabbit-MQ as a message broker to receive notification data from different downstream services.
• Built REST APIs to serve use cases.

> Role Base Access (RBAC)

• Utilized MongoDB for storage of resources, roles, and actions pertaining to RBAC (Role-Based Access Control) data management.
• Employed JSON Web Token (JWT) for secure RBAC communication between backend and frontend systems.
• Developed custom annotations on the backend to validate permissions for specific resources.

> Audit Annotation

• Developed custom annotations to log APIs and method contexts on Kibana for production debugging.
• Used Kafka as Broker to push logged data into the Kibana dashboard.

> Feedback Framework

• Developed a framework for capturing customer feedback via email (offline mode) and pop-up widget (online mode), achieving 40% adoption within the team and across other teams upon launch. Implemented features include notification for pending feedback and support for link expiry.

> 2 Factor Authentication Framework

• Developed a 2FA framework utilizing mobile OTP and email verification to safeguard critical user activities, resulting in a nearly 50% reduction in payment fraud cases.