Mayur Shinde Email & Phone Number

Pune, Maharashtra, India

• Worked with the DevOps team on the deployment and upgrade of the projects coordinating with development teams and performing the checks after the upgrade.• Updating the Puppet file and pushing it to the master.• Applying CSS and JAVA hotfixes by accessing Shared, Private, and On-Premises servers and coordinating with the client for after-upgrade issue fixes.• Maintaining the Upgrades and fixes records under the Tracker Module of the MangoApps product.• Created a community document of all the server connections and maintained the SPOC list of all the projects.• Creating Tasks for reported bugs and coordinated with the Development team for further fixes and RCA.• Handling MangoApps multiple Products single-handedly and replying to all the tickets effectively.• Maintaining track of all the issues and updating the same in the CSM meeting every Tuesday.• Created a ticketing dashboard using MangoApps Product for more insight.• Simultaneously working on TAM issues and hopping over the call with a client to understand their problems and providing the solution over zoom calls.• Creating Procedural Documentation for reference.

Pune Area, India

• Leading Technical Triage Escalations for the support team with the current Senior Software Support Specialist role and interacting with internal departments, PS, RD, SD, and CS team for fixing the issue.• Discuss with all department leads to improve the product and documentation that helps case deflection and simply product gaps.• Deep level technical troubleshooting, supporting the Product and helping client's L3 issues by identifying over events, alerts, and informing the same over email.• Resolving issues within SLA and providing (RCA) update the ticket with all the details and create detailed documentation of resolution on confluence for tracking purposes.• Improving performance up to 10% by providing technical documents and functional training to new hires in the team.• Installing, Maintaining, and Upgrading 2 Internal Support Test Projects for training purposes and debugging issues.• Completing performance reviews and development plans for Support Engineers.

Pune Area, India

•Team up with 4 Cloud Services groups for installing, configuring, and managing Optymyze Software Suite.•Installed Tomcat, Glassfish, Apache, Active MQ Administration and tuned it as per the recommended changes suggested by Software Development for a 30% increase in optimal performance.•Installed and upgraded Applications on Windows 2000, 2003, and configure various Synygy EIM projects.•Testing of new installers on 2 test machines provided by the Dev team and reporting change management/incident through JIRA.

Nagpur Area, India

•Creating multiple users on the database and assigning permission to users using cPanel and Plesk.•Major work on PHP application, deployment, uploading of files and restoring of DB, performing Live Site checks with QA teams for Load Testing on servers,•Improving the site's performance up to 90%, and taking the Graphical Reports and Load Testing Reports, later hosting the site live.

Pune Area, India

• Plan and develop WAN/LAN network design for AT&T 10 sites as per AT&T standard using NetViz tool.• Audit network topology for performance, design standards to improve network performance by 30%.• Gather requirements for LAN Network upgrade from Customers and Field technicians.

Pune Area, India

•Configuring Access List for blocking sites on SonicWall TZ170 and TZ120Pro (US site).•Configuration of VoIP Motorola and Linksys WRT54GL, submitting a ticket with Broadwing ISP.•Re-solving 100% tickets logged with HP Help Desk for network-related issues.

Mumbai Area, India

•Implementation of (DMS Dealer Management System) over 4 dealer's locations from scratch.•Training to 5 ERP (Enterprise resource planning) employees on Pre-sales, Sales, and Technical staff.•Updating the daily schedule and signing Legal Document at the end of the day.