Mar 2023 – Present · 3 yrs 3 mos

• Ember Migration
• Migrated the front-end from Rails to Ember for improved maintainability and performance.
• Developed REST APIs as private endpoints for Ember to consume, restructured legacy code, and implemented business logic as REST APIs.
• Enhanced product quality, reduced average page load time, and received positive customer feedback. The project, spanning over two years, earned me multiple awards for my contributions.
• Asset Apps
• Implemented integrations with Lansweeper and Tanium to sync assets in real-time.
• Used a microservice designed by Device42 and closely collaborated with them to integrate the apps using GraphQL APIs, addressing challenges with sync and resyncing failed assets.
• Improved asset management, nearing project completion with promising results, addressing previous hiccups and enhancing customer satisfaction.
• Ticket List View Enhancement
• Enhanced the ticket list view with advanced filter capabilities.
• Reindexed data in the search microservice, implemented advanced queries for filters, and synced ticket data.
• Delivered a modern ticket list view with overwhelming positive customer feedback, significantly improving usability.
• Freddy Suggestions in Tickets
• Integrated Freddy AI bot to provide auto-suggestions of conversations, solution articles, related tickets, and resolution notes.
• Developed APIs to fetch AI bot responses, collaborated with cross-functional teams, and addressed challenges related to count tracking and dependency management.
• Boosted agent productivity, generated significant revenue, and successfully delivered the project on time, contributing to a cross-functional organizational effort.
• Support Dev Tickets
• Prioritized customer queries and resolved their problems efficiently.
• Addressed L3 support tickets within resolution time, attended multiple customer calls daily.
• Became the go-to person for technical product-related queries, enhancing customer satisfaction and internal team efficiency.

Jul 2020 – Feb 2023 · 2 yrs 7 mos

• Freshservice - PagerDuty App Integration
• Developed an integration to map and track incidents and Freshservice tickets for users of PagerDuty, a major incident management tool.
• Implemented features for searching PagerDuty tickets, mapping tickets, adding notes, and synchronizing statuses between PagerDuty and Freshservice. Overcame authentication challenges by using PagerDuty's simple install flow.
• The app was highly welcomed by customers, becoming a significant success and greatly enhancing incident management capabilities for numerous users.
• Freshservice - Jira App
• Upgraded an existing Jira app to resolve limitations such as user mapping for on-prem accounts, custom status sync, and note additions.
• Migrated the app to use the latest Jira APIs and addressed the issue where common API keys were affecting note assignments.
• The upgraded app successfully overcame previous limitations and was highly successful in meeting user needs.
• Freshservice - Timesheet Apps
• Enhanced Timesheet apps (WorkflowMax and QuickBooks) by updating deprecated API token auth and v1 APIs.
• Transitioned to OAuth and v2 endpoints, significantly improving performance and efficiency.
• The upgrade led to increased app performance and provided valuable insights into OAuth frameworks and auth mechanisms.
• Freshservice - MS Teams App
• Developed a chatbot for MS Teams to interact with Freshservice tickets.
• Utilized Microsoft's SDK to fetch, update, and manage tickets within MS Teams, deploying the solution on AWS.
• Enabled seamless ticket management from MS Teams, providing a significant learning experience in chat/messaging app integrations.
• Change Module for Requester
• Revamped the change module to allow requesters to create and view changes.
• Developed endpoints and updated the module to accept and manage changes based on requester permissions.
• Solved major use cases and greatly benefited customers by enhancing functionality in the requester portal.

Jun 2018 – Jun 2020 · 2 yrs

• Developed a Selenium-based Framework: Created a robust testing framework on top of RSpec to comprehensively test web interfaces, emails, and dependencies across the entire Freshservice product.
• Automated Complex Test Cases: Authored automated test cases for various intricate modules, including workflow automators and third-party apps, ensuring high-quality software delivery.
• Revamped CI/CD Pipeline: Played a key role in overhauling the CI/CD pipeline using Jenkins and GitHub. Developed numerous Jenkins jobs to enhance security, unit testing, code quality (Rubocop), and more.
• Project Management Module: Worked on the inbuilt project management module with Gantt chart functionality, automating the entire workflow to streamline project management processes.
• Security and Enhancements: Conducted automated testing for various security measures, enhancements, and bug fixes, ensuring the integrity and performance of the product.