Oct 2022 – May 2024 · 1 yr 7 mos

• Led architecture and system design for an innovative WhatsApp integration,
• leveraging Freshdesk and WhatsApp CloudAPI to seamlessly integrate with
• Zendesk. This transformation achieved a remarkable 100% optimization of
• previously manual processes.
• Spearheaded the implementation of Elasticsearch to elevate the user experience, resulting in a substantial reduction in ticket search time.
• Demonstrated proficiency in API optimization, significantly enhancing user
• interaction by reducing API latency from a cumbersome 5-7 seconds to a
• lightning-fast sub-100 milliseconds, by introducing RabbitMq.
• Implemented RabbitMQ queue which helped in 0 message loss in conversations
• due to technical downtime.
• Orchestrated a comprehensive overhaul of the Help Center page, by enhancing its visual aesthetics and improving its usability. This initiative led
• to a noteworthy increase of 20% in user engagement on the freshly redesigned
• Help Center page.
• Enhanced application resilience by analysing memory leak cause, reducing
• downtime by 100%.
• Improved user experience by implementing guided flows for categories, increasing user engagement by 70%.
• Implemented a cross-platform chat application, reducing response time from
• 2-3weeks to 2-3days.
• Led the High-Level Design (HLD) discussions, designed, and implemented the
• Chatbot integration, resulting in a substantial reduction of issue resolution time
• from 2-3 days to just 1 day. Demonstrated expertise in automation and process
• optimization through end-to-end involvement in this successful project.
• Designed and developed scalable backend and frontend components, increasing page load speed by approx 2s.
• Designed and implemented mechanism for email-to-chat conversion improved
• adoption rate by 20%. Demonstrated an innovative approach to problem solving.
• Created generic frontend applications for seamless integration within iframes
• and web views.
• Documentation improvements reduced onboarding time for new team members by 1week

Nov 2019 – Dec 2022 · 3 yrs 1 mo

• Responsible for daily scrum and team updates.
• Designed and implemented chat application in web-view and an-droid both, for real-time help support for users to raise concern and get it solved quickly and hassle-free.
• Integrated a new support workflow using Zendesk to respond to the user queries, to get a better reporting facility for all the queries raised.
• Designed multiple backend and frontend components of Help Center landing page, user chat components, multiple vertical pages which allow users to navigate easily and have a rich experience.
• Replaced the usage of MQTT service in Ninja application for operation people which reduced the maintenance effort on the service.
• Developed a mechanism to convert email raised concerns to chat-based, for quicker resolution and more absorption of the application.
• Making Frontend broker agnostic with configurable themes as per the broker which helps in absorption of Help Centre for differentbrokers.

Jun 2017 – Nov 2019 · 2 yrs 5 mos · Pune Area, India

• Designed and developed an internal plug-and-play library for automated metrics collection, streamlining analysis of different GPU sectors. This significantly
• reduced debug time by 40% and enabled quick fixes.
• Developed a tool to validate power values in desktop systems, ensuring alignment with CPU power usage and GPU power drawn via pins. This proactive
• approach prevented power-related issues.
• Created a tool to verify the synchronization of system memory clock and GPU
• clock with user input and running applications.
• Developed tools to analyze GPU power values in relation to fan speeds
• and system temperature. This enabled comprehensive monitoring
• and optimization of GPU performance, leading more stable GPUs.
• Designed a tool to validate internal video buffer alignment with running applications, eliminating overflow or underflow issues and maintaining a consistent GPU power state. This contributed to a consistent GPU power state and a 100% improvement in video playback reliability and user satisfaction.
• Automated a Kibana dashboard for daily error and crash reports during GFE
• application usage. This proactive monitoring and reporting system facilitated
• efficient debugging and continuous improvement, resulting in a 30% reduction
• in application-related incidents.
• Developed a tool to assess the UI and performance of the GFE application across different native languages. This expertise in internationalization and localization ensured a seamless user experience for diverse language settings and led to a 20% increase in user satisfaction ratings in non-English-speaking markets.

Dec 2016 – Mar 2017 · 3 mos · Bengaluru Area, India

• Developed an application leveraging supervised learning techniques to accurately recognize and extract tags from textual articles. Implemented a robust
• and scalable solution that improved the efficiency of tagging process and enhanced content organization.
• Integrated a sentiment analysis tool into the application, enabling the automatic extraction of sentiment information from text. This feature enhanced the
• application’s capabilities and provided valuable insights for understanding user
• sentiment and feedback.
• Utilized machine learning algorithms and data preprocessing techniques to
• train the tag recognition and sentiment analysis models. Conducted thorough
• evaluation and fine-tuning to achieve high accuracy and performance.
• Collaborated with cross-functional teams, including data scientists and product managers, to gather requirements, define project scope, and ensure alignment with business goals. Effectively communicated technical concepts to nontechnical stakeholders, fostering strong collaboration and understanding.
• Took ownership of the project’s lifecycle, from requirements gathering and
• design to development, testing, and deployment. Effectively managed timelines, resources, and priorities to ensure timely and successful project delivery

Jun 2016 – Jul 2016 · 1 mo · New Delhi Area, India

• Developed a prototype application using Java for touch input devices to control ship's applications.

Aug 2015 – Mar 2016 · 7 mos · Pune Area, India

• Designed and Developed a pair of autonomous energy-efficient robots to compete in the international robocon competition. One robot driving the other through some challenging hurdles and tasks.
• Developed various modules such as Line tracing with colored background, Sensor adjustment for the vertical climb, Controlling fan and wheel rotation, and Robotic arm movement to capture objects.