Jun 2022 – Apr 2023 · 10 mos · Bengaluru, Karnataka, India · Hybrid

• Ramped up on the various segments of the JIRA Cloud product and built the expertise to address the queries of Standard; Premium and Enterprise customers.
• Troubleshot numerous critical/top priority issues and thus assisted high value customers recover their
• environment, thereby helping them minimize loss of time and revenue.
• Part of the Advanced Segment team to take up the issues raised by our customers related to certain specific niche and advanced JIRA product modules.
• Worked with customers in assisting them on migration of instance from on-premise to cloud version and thereby successfully on-boarded them to JIRA cloud.
• Part of the Technical Assessment panel and am taking interviews to hire Support engineers and Senior Support Engineers.
• An active member of the Atlassian Foundation and have been consistently participating in the CSR activities.
• Always been a team player in taking up responsibilities and challenges offered to me and also been approachable for the fellow colleagues and new hires to help them with their queries.

Sep 2021 – Jun 2022 · 9 mos

• I led a team of frontline Customer Success engineers who receive customer requirements, elucidate their feasibilities and plan the project accordingly.
• Managed deadlines, delivered results and conducted triages with the customer teamsto train them on the product developments.
• Worked as the SQL architecture planner, escalation engineer for complex issues, analyze database performance and delivered the required results in the required time.
• Performed cloud migration (Azure) for on premise customers and worked with the IT team in managing the SAAS environment of the application users.
• Conducted interviews for new hires and train them initially with the required skillsets about the application.

May 2019 – Sep 2021 · 2 yrs 4 mos

• Subject Matter Expert pertaining to all SQL related issues and concerns.
• Technical Escalation point of contact for the support engineers of DTR, ENCOMPIX, AXIS and INTUITIVE which mainly includes SQL and Progress Database technologies.
• To work closely with the ERP Consultants and the Functional Engineers on feature developments.
• Plan and monitor the deployments ; configuration and major technical plan implementation during the change management windows.
• Conduct proactive workshops and training programs for the teams on the new features / enhancements in Progress and SQL.
• I led an initiative called 'SQL GURUKOOL' which was a series of weekly SQL workshops and it consisted of 20+ sessions. Also the TID-BITS blog through which I share the most interesting technical issues that I have come across and explain the thought process and the action plan I followed to resolve it. It currently holds 15 articles.
• Managing the License and Support Accounts related to the above products, those of the assigned clients.
• Participate in weekly triages with the Support teams in order to get to understand the progress of the support tickets ; check of any functional upgrades/changes required ; technical development needed in the products.
• On getting the requirements, prepare the action plans and work with the concerned teams accordingly in order to get them realized.

Jan 2017 – Jan 2018 · 1 yr

• As a part of the MySkills4Afrika initiative, I went onsite as a Premier Field Engineer to Windhoek, Namibia to train the group of Sharepoint and Application Developers on SQL Engine Core Technologies, ALWAYS ON, SQL on AZURE technologies and R Services.
• On completing the training, the partner site at Windhoek have planned to leverage the SQL skills in expanding their business across Africa.
• My efforts were recognized by Trix Coetzer, Program Manager and the SQL Director of Green Enterprise Solutions.

Jan 2017 – Jan 2018 · 1 yr

• As a part of the MySkills4Afrika initiative, I went onsite as a Technical Business Consultant to Johannesburg, South Africa to deliver seminars and workshops on Business Model Planning, Entrepreneurship and Intellectual Property Rights for the crowd at YALI Regional Leadership Centre, Pretoria.
• Further, also got the sessions recorded at the Microsoft studios in Johannesburg campus which are now listed among the Microsoft Virtual Academy videos (links on my resume) for Business development.
• My efforts were appreciated by the attendee crowd with their valuable feedback with a healthy satisfaction index and moreover by Thembile Ndlovu, Program Manager of this project.

Jul 2015 – May 2019 · 3 yrs 10 mos

• Joined as direct college hire MACH for the batch of '15-'16.
• Trained on technologies like Windows OS, Windows Active Directory, Windows Networking, Microsoft Exchange, etc., to give a breadth-wise exposure on various Microsoft Products.
• Based on my preference and assessments was given SQL Engine as my region of expertise to work on.
• Troubleshooting issues in Product deployment, Database Security, Database Corruption, Failover Clustering, High Availability Solutions like Mirroring, Log Shipping, ALWAYS-ON and Replication, Query & Server Performance - Optimisation and Upgrade, Migration Assistant (SSMA) from any other database (like ORACLE, MySQL, MongoDB, etc., ) to SQL, AZURE SQL, and R Services.
• With the expertise on these topics, delivered high quality service to Microsoft Enterprise customers by solving complex technology problems and helping to proactively prevent new issues with a tremendously high client satisfaction index.
• Have troubleshot mission critical issues of numerous premier customers and rescued them from production down scenarios within 90 minutes of raising the incident.
• Studied the business process and requirements of global stake holders and developed High Availability and Disaster Recovery server configuration to meet their business and technical needs.
• Published around 26 blogs catching millions of views and which have further been adopted by an Indonesian company as research material and delivered technical seminars for the developer audience and other Microsoft Partners which helped them in adopting better practices in configuring their Database security and authentication policies.
• Collaborated with cross-functional teams to ensure effective coordination to drive end-to-end operational excellence and reduce time to solution delivery.

Dec 2014 – Jul 2015 · 7 mos · Bengaluru Area, India

• Gained an in-depth skill set of JAVA programming
• Understood the architecture of SSE (Systems and Software Engineering) model by exploring the constituent Rational products (RTC, RELM, RQM) and the Rhapsody clients (RTC, DOORS, LQE).
• Gained expertise on Selenium, CSP Framework and automated 25+ test scenarios which reduced the clients’ cost and time by 35% by managing their projects by providing accurate visibility into project health status and team workloads.

Jul 2014 – Aug 2014 · 1 mo · Bengaluru Area, India

• Was a platform to put the theory of Logic Design into practice.
• Learnt the basics of programming the Logic Circuits for catering the client requirements.
• Worked on the Design and the Hardware Simulation of the PLC-40.
• Developed the circuits for Remote controller, Lathe operator and Drill machines.
• Skill sets and tools leveraged :
• Architecture of PLC-40, Logic Design Skills and INDRALOGIC.

Jan 2013 – Jan 2015 · 2 yrs · Bengaluru Area, India

• Conceptualized the 'capital-free' revenue and the technical model for the startup focusing on providing the initial tests (aptitude and technical) in the placement drive for companies and scholarship tests of NGOs.
• Managed 3 employees and spearheaded 5 contracts which helped the startup grow from a capital of 30USD to 10,000USD. Also, reduced the time of our clients’ in selecting the deserving applicants significantly by 60%.