Ami Toprani, Leed Ap Email & Phone Number

San Francisco, Ca, Us

As a Team Lead, I am responsible for driving multiple initiatives in the following areas.Team Lead responsibilities • SLA ownership - Identify, analyze and refine gaps due to which SLA gets breached in EP cases.• Work with Global hub managers to enable new hires to send out meaningful first responses. • Collaborate with my peers to get a processes in place to tackle issues faced by AutoCAD, Civil 3D and BIM teams. Customer Engagements• As a blended specialist and Technical Team Lead, I support Subscription, Premium and EP customers on their technical queries and handle their support tickets. • Drive ownership of escalations and make sure they are addressed to customer’s satisfaction. Enablement • Deliver presentations, both for partners/resellers and customers. • Review and publish key articles to our knowledge base to help enable customers globally.Collaboration and Meetings • Lead meeting with AMER team for queue management as well as discuss any issues. Check during the meeting if there is a pattern of any current issue being reported. • Active participant in the managers POD meeting and provide updates as required. • Work with ISE and KDE to discuss product roadmap and related information. • Collaborate with ISE and other GELs by updating them about the current trend. o Discuss about measures we need to control the impact on customers. o Collect Product team feedback. o AutoCAD and AutoCAD LT GEL – Review all the Problem reports created by techs for AMER customers, reach out to techs if any revision is needed. Add an approval label once the report is satisfactory and work with the product team for any further information. • Set up Intelligent swarming process for AutoCAD team by collaborating with Managers and Senior Managers.

San Francisco, Ca, Us

As a Senior Technical Support Specialist and Geo-escalation lead responsible for AutoCAD, AutoCAD LT, AutoCAD Architecture and MEP products, I drove the following responsibilities.• Onboarding and cross training - Identify and cross train technical support specialists to make sure they are following best practices around guidance and process. • Collaborate with ISE and other GELs by updating them about the current trend. o Discuss about measures we need to control the impact on customers. o Collect Product team feedback. o Gather all the needed technical information to send out to the Product team. o Recommend and suggest processes to ease the communication channels. • Create supportability reviews for nominations of defects that need to be prioritized for updates, hotfixes as well as new versions. • Collaborate with Technical Enablement Specialists of multiple products to create Upskilling Pathway to enable Technical Support Specialists. • Set up Intelligent Swarming process for AutoCAD Toolsets, collecting data from Teammates and collaborating with Managers and Senior Managers. • Engaged in a variety of proactive support activities, and publishing technical articles in the Autodesk Knowledge Network (AKN).

San Francisco, Ca, Us

As a Technical Support Specialist I was responsible for resolving customer issues reported via multiple channels for AutoCAD, AutoCAD LT, AutoCAD Architecture and MEP products.• Engaged in a variety of proactive support activities, and publishing technical articles in the Autodesk Knowledge Network (AKN).• Responded to support requests via multiple channels and following documented processes• Document support interactions in a company-wide case management system• Advance unresolved issues to senior staff as required• Research, verify, and document product defects• Actively handle personal backlog of support requests• Manage customer and partner expectations by providing timely updates on progress• Participate in product BETA programs & product testing events organized by the product division development teams• Remain informed on improvements in supported products

Designing schematics specialized in space programming and site planning as well as developing elevations, sections, 3D renderings and architectural details of residential projects, playground equipments and telecommunications equipments.• Responsible for analyzing reports, drawings, maps, aerial photographs, related to Geological, Topographical and Zoning data to plan and design projects.• Created construction drawings of antennas & related Wireless Telecommunication equipment using site sketches.• Knowledge of telecommunication equipments and structural drawings.• Designed and prepared detailed construction drawings for home renovations in Braintree, MA and Boston, MA.• Created schematic and design development drawings for a luxury home in Kerala, India.• Prepared detailed drawings of playground equipments in accordance with American standards for German manufacturer.

Developed, Designed and updated proposal drawings to help team present final drawings to the MBTA officials on creating a new facility for CNG buses at Forest Hills, MA• Designed presentation drawings for current and future projects using AutoCAD and Adobe Illustrator.• Researched Interior and Exterior finishing materials and helped with selection and finalization.• Performed quantity analysis and created documents for the interior and exterior finishes.• Prepared construction details for the proposed building.

Institutional Projects: A.C.Patil College of Engineering, Gurukul School• Developed designs, drawings and interior layouts of 11500 sq.meter space using AutoCAD.• Produced onsite detailing, client presentation, and calculating quantity and billing details.• Created conceptual designs for the institutes comprising of schools, colleges, an auditorium & banquet halls.Residential Projects: Neelkanth Kingdom, Neelkanth Woods, Neelyog complex.• Lead Architect responsible for conceptual designing, site development, individual building design and drawings of an 84500 sq.meter space.

Masters In Architecture, Architecture

B.Arch., Architecture