Technology Trends
Shashank BV
Senior Support Engineer, IT/Cloud Operations
Summary
Experienced Information Technology professional well-versed in IT Infrastructure support and daily operations management. Forward-thinking and strategic leader with 10 years of experience in IT Services. Recognized for process improvements, operational streamlining and my style of management.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work History
LPR Support Engineer
Eagle Eye Networks
Bengaluru
02.2023 - Current
- Installation and maintenance of License Plate Application AI infrastructure for close to 30 clients in more than 70 locations across Europe and United States.
- Resolved 150+ tickets based on LPR module, improved operations by provided exceptional service and maintaining over 95% SLA.
- Tracked and logged more than 20+ bugs for development team, across different versions of the application.
- Created standard mail response templates which helps in reducing turnaround time by 80%.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Senior Technical Support Engineer
Deluxe Entertainment Distribution India Pvt Ltd
Bengaluru
06.2019 - 12.2022
- Worked on Satellite based content distribution of cinema content to around 3000 US and Canada theatres.
- Delivered 1000+ content over 3 years, and resolved technical issues related to cinematic content.
- Led a team of 12 L1 FTEs, created escalation and dependency matrices, which improved cross-functional response times by 30%.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
Support Associate
ICF International
Bengaluru
10.2016 - 11.2018
- Integration testing more than 100+ web components from Adobe Experience Manager using Java, JavaScript, and AWS.
- Worked with more than 10 clients in the functions of UAT and Performance Monitoring.
- Created and tracked more than 50 JIRA bugs related to UI, DB and backend logic.
- Created procedure documents for clients to use the component configuration in AEM Authoring instances.
Service Delivery Consultant
HP Enterprises
Bengaluru
02.2014 - 09.2016
- Managing O365, MS Active Directory, Microsoft Exchange, IAM applications for major B2B Clients.
- Provided incident management and request fulfillment for more than 1000 tickets related to user accounts, mailboxes, access control etc.
- Trained 9 FTEs who were added to the project and monitored their performance
- Recognized as Exceeded Expectation in annual appraisal for my performance and quality of results.
Education
MBA - IT Management
Dayanand Sagar University
Bengaluru 03.2021 - 10.2022
Bachelors of Engineering - Applied Engineering
Visveswaraya Technological University
Bengaluru 08.2009 - 07.2013
Skills
Web, Enterprise Application Support
ITIL, Agile Methodologies
Networking - HTTP, SMTP, FTP
AWS EC2, S3, ECR, EKS, Cloudformation
Linux Bash, Python, Javascript
JIRA, Confluence, GSuite, Microsoft O365
Interests
Traveling
Sports
Social Events
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Since the initial publication of the chart of the electromagnetic spectrum, humans have learned that what they can touch, smell, see, and hear is less than one-millionth of reality.
R. Buckminster Fuller
Timeline
LPR Support Engineer
Eagle Eye Networks
02.2023 - Current
MBA - IT Management
Dayanand Sagar University
03.2021 - 10.2022
Senior Technical Support Engineer
Deluxe Entertainment Distribution India Pvt Ltd
06.2019 - 12.2022
Support Associate
ICF International
10.2016 - 11.2018
Service Delivery Consultant
HP Enterprises
02.2014 - 09.2016
Bachelors of Engineering - Applied Engineering
Visveswaraya Technological University
08.2009 - 07.2013