Work experience

• Senior Product Support Engineer

  Apple

  2025.02-Current

  (a year)

  (1 year 5 months)
• Senior Product Support Engineer

  XOPS

  2024.03-2025.02

  (a year)
• Senior Application Support Engineer

  Meta

  2022.03-2024.02

  (2 years)

  TROUBLESHOOTING - API TESTING Write REST API calls methodically and logically with custom environments. Testing Cloud API(CAPI) and On-Premises API with Postman, SoapUI. Analyze "container log files" - Coreapp & Webapp logs, customers complete API payloads(request and response), webhooks in the personalized sandbox. Continually seek ongoing improvements for the applications that the business supports, experimenting with custom JavaScrip tests and different cURL(ClientURL) requests and responses. Working in close liaison with cross-functional teams (XFN) regarding enhancement bugs capturing, beta deployments, and tracking critical customer case resolution process. CLIENT SUPPORT Identify and resolve B2B requests/questions or incidents using relevant knowledge base(KB) tools or other technical resources. Multitask and prioritize, following a case from first contact through due diligence, triage, escalation, and resolution. Provide white-glove support to EMEA WA/EMS/IG Businesses platform systems administrators such as IT professionals or web developers to ensure a high level of Technical client service. A team player participating in a rotating on-call schedule throughout the month with a "get it done" attitude. REPORTING Collaborating and ongoing cross-training with other team members is a key to efficiency and sharing workload and application knowledge. Acting as a trusted advisor to partners in developing and prioritizing comprehensive, data-driven tool improvement requests and raising core problems to cross-functional partners. Meet or exceed daily performance metrics related to key performance indicators SLA, Response Time, and CSAT.
• Technical Support Engineer

  PNC

  2018.03-2019.09

  (2 years)

  (1 year 7 months) -Responsible for supporting the Loan Mortgage Application by monitoring/ troubleshooting the Rest API calls and various services which were used by the application. -Responsible for troubleshooting the networking issues related to routing, firewall etc. -Monitor network performance and analyze network traffic by investigating packet flow using Wire shark. -Responsible for troubleshooting the server related issues such as memory leaks, CPU utilization, kernel panic etc. -Resolve Remedy tickets in a Service now queue by contacting users via email Or phone to resolve Network issues. -Assisted in incident management, interacting with customers, identifying the root cause, interacting with developers to provide logs. -Participated in 24X7on call rotation and worked with global teams. -Responsible for handling the application’s upgrade & downgrade.
• Technical Support Engineer

  Wells Fargo

  2017.03-2018.02

  (a year)

  CA • Work closely with Enterprise Software Support Services and Professional Services resources to ensure proper escalation of casework • Created the mock-ups for UI in MS Visio and Excel (Pivot tables). • Used CRM tool to track the financial customer relationship management for financial and payroll modules. • Translated business requirements into various functional documentation - Use Cases, flowcharts, sequence diagrams. Interacted with customers to troubleshoot issues and provided the workarounds. Contributed to CRM processes to manage customer issues efficiently. Developed the articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.

Educational experience

• UC Berkeley School of Information

  Business Analytics

  2019.01-2020.02

  (a year)
• New York Institute of Technology

  Computer Science

  2014.01-2016.01

  (2 years)
• Savitribai Phule Pune University

  Computer Engineering

  2009.01-2013.01

  (4 years)
• St Joseph's Convent High School

  Science

  1996.01-2007.01

  (11 years)

Certificates