Vignesh Ramadass

Saas Software Support - Telecom

B2B SaaS (event driven) platform for telecom automation.

• As senior engineer in product support team identified gaps in current support process and developed strategies for improvement to achieve better trust with client.
• Identified data points and metrics to create business process, generated reports to improve communication and transparency thereby increasing customer confidence.
• Hired, onboarded and mentored team of 6 support analysts in building a new tier 2 support team.
• Provided technical leadership by acting as a point of escalation, leading incidents and releases.
• Enabled the team to handle support problems efficiently by creating triage workflows and playbooks.
• As part of the support process handled B2B clients communication via zendesk.
• Complete ownership of support issues, log analysis, query database, bug replication and root cause analysis.

Application Support - Digital Insurance Platform

• Improved the incident and problem management by identifying gaps in the technical and process aspects of the L3 support team.
• Created tools, dashboards, alerts and troubleshooting guides to enable L2 support team to handle incidents efficiently, reduce triage time and escalations.
• Reduced the number of customer drop offs on the application by improving stability and availability thereby increasing sales revenue.
• Lead the troubleshooting process on critical incidents and reduced resolution times significantly.

L2/L3 Support - Easyweb, WebBroker, EReporting

• Investigation, prioritization and root cause analysis of defects in collaboration with Product, engineering teams.
• Debug production issues across services and levels of stack to maintain system availability and reliability.
• Designed and implemented monitoring to ensure alert on symptoms and reduce system outages.

Air Canada, TD Risk Management Projects

• Technology - Java, Spring,Struts,Jersey(JAX-RS),Hibernate,Jenkins.
• Design and development of REST API to improve faster servicing to mobile platform.
• Implemented application enhancements that reduced lead time for liquidity estimation on high volume of forex data.
• Automate deployment process to improve efficiency in release management.

NS State Registry Systems

Technology - Oracle PL/SQL, Java

• Developed new features for improving portal used in land registry process achieving better customer experience.
• Debug defects and improve queries to enhance reporting accuracy of inspection data.

Fidelity, Tufts Healthcare

• Implement business rule modules achieving seamless benefits integration of new client mergers.
• Develop code fixes for defects and changes in calculation engine to improve accuracy in benefits calculations.
• Migration of data extraction modules to Perl to achieve maintainability and future enhancements.

Desktop Support - Dell Systems

• Provided Tier 1 level technical support to Dell computer's retail customer.
• Troubleshooting of OS and application issue on Dell desktop and laptops.