- Maintain system configuration by writing and pushing production code based on business requirements. - Partner with business stakeholders/internal teams and lead projects for gTech Ads ecosystem. - Triaged tiered operation support tickets escalated from Google Operations Centers.

- Evaluated Google Assistant against Alexa, Siri and Bixby. - ⁠Human trainer for BARD AI. Generated variable queries for a given scenario and tested the accuracy of BARDs response and feed this data back using proprietary tools. Evaluated BARD across multiple operating systems.

- Resolved business-as-usual operations support tickets for Google employees and vendors. - Took part in migration initiatives to transfer more than 700 business logic and rules to the newly established gCare Organization, providing support to agents worldwide. - Strategize best methods to update customer eligibility and language in Google Ads Help Centers and forms. - Closed 50+ bugs in varying priorities from global support teams while meeting target SLAs.

- Managed assignments and timelines of Tier 1 and 2 customer tickets and was also responsible for ensuring prompt resolution and high satisfaction rates. - Led post production testing following bi-monthly releases, ensuring seamless integration and functionality. - Responsible for making the Go/No-Go decisions for every release from Customer Support. Managed customer support operations using Zendesk. - Collaborated with cross functional teams to improve the product in response to customer feedback. - Prepared and presented the monthly operational reports, providing stakeholders with comprehensive insights into customer base dynamics. - Utilized JIRA and Confluence for project tracking and documentation, ensuring transparency and accountability across teams.