Summary
Overview
Work History
Education
Skills
Interests
Timeline
Accomplishments
Work Availability
Software
Work Preference
Skills Interests
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Personal Information
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Suraj Kiran Torvi

Product Support Engineer

Summary

Seeking for a dynamic role in a company that offers opportunities for career advancement and growth. With my expertise, I aim to contribute to the substantial growth of the organization. As a results-driven Analyst, I excel in handling and analyzing large amounts of data. I am proactive in identifying trends that impact business success, allowing me to address issues in operations, workflow, and production effectively.

Overview

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Language

Work History

Product Support Engineer (Tech Lead)

Resolver INC
- Current
  • Assisting the team in replicating the problem and resolving any production issues, escalating tickets to the QE/ Dev/Product teams as per the customer's request, and furnishing the client with all the necessary details for a product functional change request (CR)
  • Monitoring SLAs and handle Urgent, High, Medium & Low tickets coming to support queue for APAC & EMEA regions specifically
  • To achieve business alignment, I work closely with multiple teams across the organization, including Product, CSM (Custom Success Manager), QE, and Services and implement any process changes for better customer experience
  • Delegating Tasks, discussing complex issues, customer use cases with the team
  • Create complex reports for customers basis on the customer requirements or use case
  • Perform App Deploys to make sure the configuration data is properly imported into customer production environment post Services to Support transition
  • Introduced Scripts to automate different functionalities (importing/exporting data) Creating Customer Configurations in UAT & Production environment using API in Swagger Docs
  • Demo customers on the application usage and walk through them for any configuration changes required in UAT environment and then implement in production environments
  • Conduct 1:1 session with the team for any process challenges, providing feedback on metrics and discuss Open tickets in queue
  • Discuss individual wise scores and provide feedback using Dojo scoring.

Enterprise System Security Analyst 3

Unisys Global Services India pvt ltd
  • Maintain SLAs and handle Urgent, High, Medium & Low tickets coming to support queue
  • Worked on Compliance Manager Primary Ownership, Module Testing, Intense testing on Preferred Ownership, Target profiles, Classification, Tests on workflow configuration and notifications
  • Conduct vulnerability scans(using Nessus, Qualys connectors) to analyze and develop a Vulnerability Assessment, identifying and ranking potential vulnerabilities to prevent exploitation
  • Take steps to reduce the chances or consequences of vulnerabilities being exploited by consistently updating software and security patches.

Client Technical Support Associate & SME

Dell international services
  • Delivering technical assistance in resolving Desktop, Laptops, Tablet and Printer hardware/software problems
  • Tier I & II networking, Windows OS system errors, addressing third-party software issues, setting up routers, troubleshooting home networking problems, and managing escalation calls proficiently
  • As an SME ensuring proper identification of CSAT & CDSAT cases is a crucial aspect of performing case management for the team
  • Additionally, provide feedback to the associates in the event of any failures in case management.

Education

Skills

API’s (Swagger Docs)

Interests

Travelling

Gardening

Cooking

Timeline

Product Support Engineer (Tech Lead)

Resolver INC
- Current

Enterprise System Security Analyst 3

Unisys Global Services India pvt ltd

Client Technical Support Associate & SME

Dell international services

Accomplishments

  • Resolved multiple complex product issue through testing and applying relevant solutions.
  • Supervised team of 8 staff members, from APAC & EMEA region
  • Collaborated with Services team in the development of various Projects and achieved many appreciation & kudos by completing the requested features from customers with accuracy and efficiency.
  • Documented many articles like SSO related issue, Customer use cases and resolved many complex report related issues.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software

MS Office

Zendesk

JIRA

Confluence

Antivirus & Malware tools

API (Swagger Docs)

MySQL

Groovy Scripting

Work Preference

Work Type

Full TimeContract Work

Location Preference

RemoteHybridOn-Site

Important To Me

Company CultureWork-life balanceCareer advancementPaid sick leaveHealthcare benefitsPaid time offWork from home optionPersonal development programsStock Options / Equity / Profit Sharing

Skills Interests

MySQL Database & Postgres SQL, JIRA, JENKINS (Knowledge), Data Warehouse, API’s & GROOVY, SSO SAML/Secure LDAP, Jasper Reports, McAfee Antivirus Protection (e-policy Orchestrator, Host Intrusion Preventions, Virus Scan Enterprise)., Symantec Endpoint Protection (Symantec Endpoint Manager SEPM, Symantec Anti Threat Protection SATP), Windows Server 2008, 2012 R2, Operating System Windows 7, 8, 8.1, 10, Active Directory, Zendesk, BMC Remedy 7.6, 8.1 & Service Now, Nexthink Tool, Seibel, Go to Assist, Dell Serv, ITIL V3 Foundation Certificate in IT Service Management, DevOps certification in progress on Azure technology

Quote

Fact explains nothing. On the contrary, it is fact that requires explanation.
Marilynne Robinson

Personal Information

Date of Birth: 02/04/87

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Suraj Kiran TorviProduct Support Engineer