Suvam Dutta

Responsible for the end-to-end technical support for Boomi integration platform, APIM and Data Hub. I bridge the gap between support and development by providing advanced consultative troubleshooting for complex integration patterns and APIM configurations. I specialize in resolving high-stakes technical bottlenecks and optimizing Data Hub workflows to maintain data integrity and platform scalability.
Key Achievements:

• Created documentation/videos for software features and user guides.
• Managed ticketing system to track and prioritize support requests.
• Developed and implemented strategies for successful customer service experience.
• Analyzed customer issues and identified solutions to resolve them quickly.
• Identified opportunities for automation of processes related to achieve better customer satisfaction goals.
• Provided technical support to customers in integration process errors, configuration, and troubleshooting of platform issues and process design.
• Assisted developers identifying potential defects and process design issues in Boomi Platform.
• Interviewed and mentored all new hires with established training procedures till their transition to production.
• Analyzed process, server logs and performance metrics to proactively identify and mitigate potential issues.
• Collaborated with Product and Technology team on raised enhancement or defects by Jira to provide workarounds/fix to customer issues.
• Collaborated with my peers to create escalation handling process, which could help team members more identifying the right paths during critical situations by understanding the customer's pain points.

• My role as a Senior Product Support Specialist is to resolve tickets which is been raised by zenoti customers who have their business running on Zenoti software via chats and teams meeting
• My role at my current level is to resolve escalated and complicated issues which is been raised by the user which is affecting their hours of business, I replicate and test the same at my end and provide resolution on a stipulated time window
• My job is to isolate the issue and also work closely with the development team by raising JIRA
• I have worked with Business Owners for business development and Product enhancement and Marketing with appreciated results. I have also contributed to problem-solving skills for new joiners and have managed 10 people team.

• I have worked as Senior Technical Support Engineer for Kofax and my role was to resolve tickets which use to be raised by Kofax automation software user's through salesforce as a L2 Support engineer
• I have Suggested software and hardware modifications to reduce lag time and improve overall speed
• Performed root cause analysis of reported issues to enact corrections
• Served as primary point of contact for support relating to owned solutions and products
• Analyzed issues to identify troubleshooting methods needed for quick remediation
• Maintained response times to support business continuity
• Delivered Tier-3 support and SME input to internal and external tickets
• Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment
• I use to isolate the issue by replicating or by testing the same on my end and provide resolution to the user by email, or call or by webex screen share meeting
• I have resolved issues by testing and troubleshooting on user's end over a screen share meeting
• I have gained many appreciations from the user's by emails for resolving complicated issues with my strong troubleshooting knowledge
• I have also added information's about how to troubleshoot in Kofax KB article about the most complicated issues related to Kofax's automation software by isolating the issue, getting tp its core resolution by replicating and testing the same
• I use work closely with R&D, As my role was also to test the new fixpack or update before it gets deployed.

• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
• Increased sales by educating prospects on benefits of products and services in comparison to competitors
• Patched software and installed new versions to eliminate security problems and protect data
• Upsold products and services to increase company revenue 70% beyond targets
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.

• Provided primary customer support to internal and external customers
• Answered product and service questions, suggesting other offerings to attract potential customers
• Provided sellers with accurate information concerning platform policies for sales, database issues and listing inaccuracies
• Demonstrated computer skills for data entry and answered broad variety of inquiries.