Vineet Jhajhria
Jaipur
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Founders Office
ValueMatrix.AI
01.2024 - Current
- Supported the CEO in managing daily operations, ensuring alignment with strategic goals, and handling confidential matters with discretion.
- Collaborate closely with the founder(s) to define and execute the company's technical strategy, aligning product development with business goals.
- Coordinated cross-functional teams to deliver on key business objectives, acting as a liaison between departments to ensure seamless communication and collaboration.
- Manage end-to-end technical projects, from concept through deployment, coordinating with engineering, design, and product teams to ensure timely delivery.
- Implemented Agile practices, facilitating sprint planning, stand-ups, and retrospectives, which increased team productivity by 90%.
- Conducted market research and competitor analysis to inform strategic decisions, contributing to the development of the company's growth strategy.
- Developed and maintained relationships with key stakeholders, including clients, vendors, and partners, to support business operations.
- Monitored project progress, identified risks, and developed mitigation strategies to address potential issues proactively.
- Supported HR functions, including onboarding, employee engagement, and maintaining company policies.
Senior Technical Support Engineer
Tifin Fintech
06.2022 - 05.2023
- Lead a team of 4 support engineers, providing mentorship, training, and performance evaluations.
- Provided level 2/3 support for [specific technologies or products], resolving 90% of cases within SLA.
- Diagnosed and troubleshot complex hardware, software, and network issues, achieving a 70% first-call resolution rate.
- Collaborated with cross-functional teams to resolve critical incidents and implement long-term solutions.
- Created and maintained comprehensive documentation, including knowledge base articles, troubleshooting guides, and FAQs.
- Delivered technical training sessions to clients, reducing the number of repeat incidents by 70%.
- Collaborate with cross-functional teams, including development and product management, to escalate and resolve critical issues.
- Developed and implemented support processes and procedures, resulting in a 95 % improvement in customer satisfaction ratings.
- Managed Jira and Hubspot to track, prioritize, and resolve customer queries.
- Provided regular reports and metrics on support team performance to senior management.
Senior Customer Engineer
BarRaiser
01.2022 - 05.2022
- Established strong relationships with clients, ensuring their trust and loyalty to the company's products and services.
- Provided support for products and troubleshooting issues, coordinating with developers and businesses to resolve bugs with minimum testing errors and ensuring positive customer experience.
- Created testing strategy, test plans, and test case executions, testing software in an agile development environment and conducting product demonstrations and presentations.
- Understood business and system requirements through interaction with clients, maintaining timelines and deliveries of the product, and creating daily and weekly status reports on testing progress and open issues.
- Supported end-to-end testing, ensuring seamless product performance and customer satisfaction.
Support Engineer
Getir
10.2021 - 01.2022
- Provided support and product expertise to enterprise-level customers, investigating and troubleshooting technical issues reported by customers and assisting with product documentation.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Increased client retention by building trust through excellent communication skills and timely issue resolution.
- Collaborated with cross-functional teams to ensure customer satisfaction and product success, participating in product testing and providing valuable feedback.
- Investigate and troubleshoot technical issues reported by customers, and work with the product development team to resolve them promptly.
- Streamlined support processes by creating detailed documentation and knowledge base articles for common issues.
Senior Quality Analyst
DarkBears
01.2016 - 09.2021
- Supported product managers and development teams across phases of testing from planning to execution, troubleshooting and reporting within high-volume, agile environment.
- Created test cases and test scripts to maintain cohesive team approach to product development.
- Collaborated with developers and project managers to assess program capabilities, features and testing demands.
- Demonstrated new product features and functionality to project stakeholders.
- Produced and maintained technical documentation for project reference.
- Met tight deadlines to satisfy client demands and project timelines.
- Proposed development and testing improvements to positively impact usability, function and performance.
- Trained and guided onsite and offshore team members in quality assurance standards, policies and procedures.
- Enhanced team efficiency by leading daily stand-up meetings, coordinating tasks, and providing mentorship to junior QA engineers.
- Reduced product defects by designing and executing detailed test plans, incorporating manual and automated testing methods.
- Validated software security measures through penetration testing efforts designed to uncover vulnerabilities before production release.
- Contributed to continuous improvement efforts by analyzing post-release data and identifying areas for process optimization.
Member of Technical Staff
Coriolis Technologies Pvt. Ltd
01.2015 - 12.2015
- Operated as member of technical staff and provided day – to – day technical support and assistance
- Performed UNIX system administration, resolving hardware failures, system errors, and crashes, troubleshooting and configuring network problems, and working as per ITIL process to ensure smooth system operations
- Provided application support and product expertise to enterprise-level customers, investigating and troubleshooting technical issues reported by customers and assisting with product documentation
- Tested new software and hardware prior to deployment.
- Patched software and installed new versions to eliminate security problems and protect data.
- Created user accounts and assigned permissions.
- Collaborated with cross-functional teams for successful product launches, ensuring seamless integration of new features.
System Analyst
Syntel Inc.
06.2013 - 12.2014
- Provided technical support for end-users, resolving issues promptly and effectively.
- UNIX system administration LVM, NFS, Samba, User Management, OS Patching, Backup,
Restoration. - Resolving Hardware Failures, System Errors and Crashes, and File system full errors.
- Troubleshooting and configuration of Network problems such as TCP/IP, Ether channel
configuration, and Network Bonding - Working as per ITIL Process, Remedy tool.
- User administration, Group Administration, and related system files administration implemented user quota on file System.
Education
M.Tech - Information Technology
KSOU
Mysore, India05.2013
Skills
- Team Leadership
- Entrepreneurial and Innovative
- Project Management
- Cross-Functional Collaboration
- Customer Focus
- Test case design
- Customer Support
- Manual Testing
Certification
- RHCE (RedHat Certified Engineer)
- SQL
- DevOps
Hobbies
Running, Badminton
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Founders Office
ValueMatrix.AI
01.2024 - Current
Senior Technical Support Engineer
Tifin Fintech
06.2022 - 05.2023
Senior Customer Engineer
BarRaiser
01.2022 - 05.2022
Support Engineer
Getir
10.2021 - 01.2022
Senior Quality Analyst
DarkBears
01.2016 - 09.2021
Member of Technical Staff
Coriolis Technologies Pvt. Ltd
01.2015 - 12.2015
System Analyst
Syntel Inc.
06.2013 - 12.2014
M.Tech - Information Technology
KSOU
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