SHUBHAM DILIP KASAT
Mumbai
Summary
Total experience: 5 years.
Driven Technical Support Specialist with extensive experience at Intellect Design Arena, focusing on Linux systems, and customer experience optimization. Proven leadership in guiding a team of seven to improve issue resolution efficiency, showcasing strong teamwork and communication skills. Adept in leveraging AWS for performance enhancement, committed to delivering exceptional service and support.
Overview
5
5
years of professional experience
Work History
Technical Support Specialist
Intellect Design Arena
Mumbai
12.2021 - Current
- Company Overview: CBX is HDFC Bank’s corporate internet banking service that helps customers manage all their transactional banking needs online in a convenient manner, with no compromise on security.
- The application is responsible for processing 'Online' and 'Real-Time' transactions, with strong product customization features.
- Facilitated seamless transactions through diversified payment options.
- Performing initial-level triage by validating customer transactional data, querying the database, and analyzing logs for any further issues.
- Identification of the failure reason in the reverse file; if errors are not available in the database, pull the reverse file from the server if the customer is unable to fetch it from the UI.
- Educate customers on the payment functionalities provided in the web portal, if they encounter any issues.
- Delivered comprehensive support to H2H clients.
- Document any new issues encountered, and create a knowledge base for future reference.
- Created efficient alert mechanisms in cooperation with Dynatrace team for quicker problem resolution.
- Additionally, work with the team to create views in the dashboard that can be monitored by the L1 team.
- Escalates support desk tickets to Level 3 in critical circumstances, where severity is high, and initial triage has been done.
- Providing knowledge transfer sessions to all the incoming junior tech support specialists.
- Handle a team of seven L1 support specialists, and assign shifts and tasks to them.
- Regenerate customer issues in the lower environment, and accordingly, raise an internal bug ticket with the development team using JIRA.
- Applying data batches in the production environment on an ad-hoc basis, based on customers' queries or the state of the transaction.
- Customer support tickets are managed by the ServiceNow tool, tracking the ticketing queue frequently, and providing closures based on their severities is part of daily BAU.
- CBX is HDFC Bank’s Corporate Internet banking service that helps customers manage all their transactional banking needs online in a convenient manner, with no compromise on security.
- The application is responsible for processing 'Online' and 'Real-Time' transactions, with strong product customization features.
Technical Support Specialist
Jocata Financial Advisory & Technology
Hyderabad
01.2020 - 11.2021
- Company Overview: Evoke is used by financial institutions to verify the information provided by their customers
- Evoke APIs get the customer data from various sources using the inputs provided by the customer
- Sending daily status report within team - This activity is performed in morning before business starts to ensure all the services and servers are up and working fine
- Sending daily report, helps team to identify any issues with services and start troubleshooting proactively
- I diligently keep monitoring the service logs to make sure application is working fine as expected
- Performing initial triage for any issues identified
- I continuously keep track of newly created ticket in you-track and try to close them within SLA
- I provide regular notification to clients in case of an issue to keep them posted with update
- I Attend scheduled meetings and provides inputs whenever necessary
- Evoke is used by financial institutions to verify the information provided by their customers
- Evoke APIs get the customer data from various sources using the inputs provided by the customer
Education
BE - Computer
D. Y. Patil collage of Engineering
ambi, pune01.2019
Diploma - Computer
Raisoni college of polytechnic
jalgaon01.2016
SSC -
B. G. S. V School
jalgaon01.2012
Skills
- Linux
- MySQL
- Oracle Database
- AWS
- CCNA Concepts
- Application support
- Technical troubleshooting
- Customer experience management
- Remote desktop services and support
- Performance optimization
- Issue research
- Incident management
- Problem resolution
Projects
Smart Parking System is an application focusing on one of the major issues with metro cities, which is parking, Visual Basic, MySQL Server
Activities
- Winner of the SPOT award.
- Member of Sponsorship team from technical support group 2020 at Jocata Financial Advisory and Technology, Hyderabad.
Accomplishments
- Spot Award
- Best Team Player Award
- Promoted to L2 senior executive
Disclaimer
Hereby declare that all the particulars stated above are true to the best of my knowledge and belief.
Timeline
Technical Support Specialist
Intellect Design Arena
12.2021 - Current
Technical Support Specialist
Jocata Financial Advisory & Technology
01.2020 - 11.2021
BE - Computer
D. Y. Patil collage of Engineering
Diploma - Computer
Raisoni college of polytechnic
SSC -
B. G. S. V School
Similar Profiles
TEJA BENDAPUDITEJA BENDAPUDI
Senior Project Lead at Intellect Design Arena Ltd.Senior Project Lead at Intellect Design Arena Ltd.
Amitkumar MauryaAmitkumar Maurya
Associate Consultant at Intellect Design Arena LimitedAssociate Consultant at Intellect Design Arena Limited
Priya ParthibanPriya Parthiban
Team Lead – Software Testing & Data Optimization at Intellect Design ArenaTeam Lead – Software Testing & Data Optimization at Intellect Design Arena
Priyanka MukkeraPriyanka Mukkera
Consultant at Intellect design Arena pvt ltdConsultant at Intellect design Arena pvt ltd
Priti SharmaPriti Sharma
Senior AVP (Senior Business Executive - Consultant), Audit and Governance at Wells Fargo International Solutions Private LimitedSenior AVP (Senior Business Executive - Consultant), Audit and Governance at Wells Fargo International Solutions Private Limited