Shashank Shukla
Pune
Summary
Experienced Product/Technical Support Lead with 8 years of customer-focused expertise. Proven track record in leadership, client satisfaction, and awards. Highly motivated with exceptional work ethic and adaptability. Skilled in cloud-hosted environments, SQL, MySQL, UNIX, AWS, and application deployment. Capable of crafting complex SQL queries for data analysis. Demonstrates proactive ownership and initiative. Excels in fast-paced, deadline-driven environments, fostering team growth and exceeding goals.
Overview
8
8
years of professional experience
Work History
Senior Software Engineer and Team Lead
KOKO Networks India Pvt. Limited
Pune
01.2022 - Current
- Primarily, I aided the startup in establishing a support team from the ground up. Previously, they had developers handling it in an unorganized manner.
- Contributed to establishing a robust knowledge base for the support team, resulting in reducing the average ticket resolution time from about 1 month to just 2 days within 6 months of team inception.
- Monitored system performance and identified areas of improvement.
- Assisted the organization in recruiting, training, and mentoring capable resources to ensure successful scalability of operations.
- Provided technical support and troubleshooting for customers' end-facing issues and even for internal team-related issues.
- Generated weekly and monthly support issue reports, followed by presentations to provide feedback from support teams to product managers.
- These reports pinpointed crucial user challenges and proposed potential application improvements, leading to a swift enhancement of user experience.
- Supervising a team of eight members, overseeing schedules, coordinating weekend and holiday availability, and managing planned vacations.
Senior Software Engineer
UST Global
Bangalore
07.2020 - 01.2022
- SME for Procurement Application like EREQ, E2OPEN DISCP, E2OPEN BUYSELL, and E2OPEN ONECOST.
- To do incident analysis to understand the user issue and how to prevent the issue in the future.
- To do job monitoring related to Procurement Applications.
- Handling user-related issues and production-related issues via the Hypercare channel on Teams to provide fast resolution to users.
- Handling weekend activities for scheduled releases, password reset, patching, etc.
- Involvement in change and problem management tasks for bug fixes and routine releases.
- Responsible for the generating and updating the KB(Knowledge Base) for various Issues.
- Streamlined manual processes and enhanced business operations to optimize and maintain production efficiency.
Senior Software Engineer
Tech Mahindra
Pune
08.2016 - 07.2020
- Handling support tickets related to IFA application designed for the production phase of automobile manufacturing process.
- Maintaining tables related to Model Groups, Plant, and various Rules through which the production process is governed.
- Supporting users in rectification of orders, scheduling errors.
- Monitoring and maintaining the data transfers (RVS and APPC communications) between IFA andordering system, IFA and FIS(Factory system), IFA and other related applications
- Using Unix commands, SQL queries to search data, and updating the DB as per requirement.
- Direct interaction with the key clients in resolving their issues as per priority and impact, and providing a solution within SLA.
- Responsible for the generating and updating the SKM(Service Knowledge Management) for various Issues.
- Key responsibility in Problem Management and Change Management, as well as finding the root cause. .
Education
B.Tech - Civil Engineering
Lovely Professional University
Punjab, India07-2016
Higher Secondary Examintaion - Science
Khalsa College Public School
Amritsar,Punjab,India01-2011
Secondary Examintaion -
DAV Centenary Public School
Delhi,India01-2009
Skills
- SQL/MySQL/PostgreSQL
- Unix/Linux
- Application Engineering & Technical Consulting
- ITIL Service Management, Project Implementation, Incident & Problem Management, Change Management, Scrum Master
- Operational knowledge of cloud tech: Docker, Jenkins
- AWS
- Leadership & Communication
- Analytical & Problem-Solving Skills
Accomplishments
- Exceeded service commitments, resolving complex issues within SLAs
- Established a team, earning an "Awesome Team Award" within a year.
- Nurtured client relationships and implemented feedback-driven actions
- Awarded 'PAT ON BACK' award thrice which is given to individuals for excellence demonstrated in a particular situation, event or assignment and best contribution to team.
- Received high appreciation, recognition and positive feedback from Client, delivery management,higher management and leads on numerous occasions.
Languages
English
First Language
Hindi
Proficient (C2)
C2
Attributes
- Collaborative, approachable, and people-friendly
- Strong planning, interpersonal, analytical, and problem-solving skills
Timeline
Senior Software Engineer and Team Lead
KOKO Networks India Pvt. Limited
01.2022 - Current
Senior Software Engineer
UST Global
07.2020 - 01.2022
Senior Software Engineer
Tech Mahindra
08.2016 - 07.2020
B.Tech - Civil Engineering
Lovely Professional University
Higher Secondary Examintaion - Science
Khalsa College Public School
Secondary Examintaion -
DAV Centenary Public School
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