Vinay Kumar A
Bangalore
Summary
Results-oriented with a decade of experience specializing in automation and process enhancement across SaaS platforms. Skilled in UIPath, data analysis, and creating dashboards to support decision-making. Strong track record of stakeholder engagement to drive service delivery improvements. Seeking to pivot to a Power App Developer position to utilize low-code solutions for optimizing business processes.
Overview
13
13
years of professional experience
Work History
Lead, Product Support
Wisetech Global India
Bangalore
04.2024 - Current
- Working as the Lead Customer Specialist and handling a team of 10 team members.
- Oversee the end-to-end incident management process, ensuring timely detection, analysis, escalation, and resolution of incidents.
- Automated manual business tasks using UIPath, resulting in substantial time and error reduction.
- Collaborated with stakeholders and technical teams to gather requirements and implement automation solutions.
- Lead post-incident reviews to identify the root cause, recommend process improvements, and prevent the recurrence of similar incidents.
- Set performance goals, and conduct regular performance reviews for team members, providing constructive feedback and career development.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
Staff Client Services Specialist
Blume Global Solution
Bangalore
10.2021 - 03.2024
- Automated manual business tasks using UIPath, resulting in substantial time and error reduction.
- Monitored cloud servers/applications, escalated complex problems, and ensured alignment with SLAs.
- Conducted user acceptance testing for new features and deployments.
- Published monthly uptime and productivity metrics, and generated billing reports for finance.
- Analyzed support tickets to identify process gaps, trends, and implemented backlog reduction strategies.
- Created, validated, and reported quality metrics to guide continuous improvement and defect reduction.
Senior Product Support Consultant
E2open
Bangalore
02.2014 - 10.2021
- Conducted root cause analysis and drove actionable solutions to prevent issue recurrence.
- Supported clients on operational queries through calls, emails, and chat, ensuring high customer satisfaction.
- Developed dashboards and operational reporting using Salesforce and Zendesk tools.
- Published key platform and system metrics for management review.
- Performed first-level troubleshooting and incident escalation, maintaining system reliability.
Associate Analyst
E2open
Bangalore
08.2012 - 01.2014
- Completed assigned deliverables within deadlines, maintaining strict adherence to quality standards.
- Executed E2open channel visibility services, aggregating and analyzing POS and inventory data for clients.
- Ensured production process quality via comprehensive documentation and QA practices.
- Used internal tools for data consolidation, reconciliation, and flagged out inconsistencies for correction.
Education
Bachelor of Engineering - Instrumentation Technology
KNSIT
Bengaluru01.2010
Skills
- Process Automation (UIPath, Excel Macros)
- Incident & Problem Management
- Requirement Analysis & Solution Design
- Metrics, Reporting & Quality Assurance
- Dashboard Creation (Salesforce, Zendesk)
- Business Process Improvement
- Stakeholder Collaboration
- Cloud Application Monitoring
- Customer Support & SLA Adherence
Accomplishments
- Best Performer Award – Zyme, 2014
- Excellence Award – Zyme, 2018
- CEO Recognition for Backlog Management Post Downtime – Blume, 2022
Languages
- English
- Kannada
- Hindi
Timeline
Lead, Product Support
Wisetech Global India
04.2024 - Current
Staff Client Services Specialist
Blume Global Solution
10.2021 - 03.2024
Senior Product Support Consultant
E2open
02.2014 - 10.2021
Associate Analyst
E2open
08.2012 - 01.2014
Bachelor of Engineering - Instrumentation Technology
KNSIT
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