Rahul Pathak Email & Phone Number

Altona, Manitoba, Canada

Gurugram, Haryana, India

• Responsible for handing L2 support queries over chats, tickets &phone.• Responsible for writing FAQ articles to minimize the traffic over Freshdesk.• Efficiently managed the automation bot to route queries to the respective groups and support agents, ensuring accuracy in handling.• Trained and mentored new agents while serving as the Subject Matter Expert (SME) for technically demanding topics, providing valuable assistance to the team.• Responsible for spearheading weekly meetings to address discussion issues, conduct workshops, provide learning opportunities, and acknowledge outstanding contributions.• Serve as the go-to person for handling financial queries, 1003, credit, loan pricing, disclosures, MCR reporting, MISMO file (3.4 XML), DTI mismatch and Funds to Close.• Manages the feedback group in Jira, facilitating contributions from over 30k users to enhance the project through new feature suggestions.• Responsible for documenting, prioritizing, and summarizing received feature requests, sending comprehensive reports to the product team.• Tests and creates production bugs when customer-reported issues encounter testing failures to ensure prompt resolution.• Assists users as an escalation support agent when the primary agent is unable to resolve a query, and conducts Zoom calls if necessary for efficient issue resolution.• Coordinates with the development team to address user-reported issues that necessitate dev team intervention or the deployment of a hotfix, based on priority.• Act as SME for API integration with Zapier, conducting API testing with POSTMAN, and configuring Zaps with various supported CRMs.

Gurgaon, India

• Actively participated in client requirement gathering, collaborated with the design team, and facilitated test planning activities as the sole QA in the project. • Set up the test environment, composed test stories, and executed all test scenarios. • Generated test reports, and delivered feedback to stakeholders, and proposed several changes that were incorporated into the project. • Collaborated actively with the entire team to propose various levels of role implementation, along with their security access features and limitations. • Conducted API testing using the POSTMAN tool, incorporating various levels of implemented authentications. • Performed integration, regression, smoke, sanity, security, and performance testing using JMeter at different stages of production. • Developed a regression suite for automation from scratch using Java and Selenium tool.

Chandigarh

• Developed PLC logic and performed downloads to facilitate communication with individual or sets of devices in daisy chain and memory mapping.• Developed logic for the Main master PLC to retrieve data from different slave PLCs.• Established communication between all master PLCs and SCADA using the industrial Ethernet Protocol.• Created devices and ports in SCADA to enable communication with all master PLCs on-site.• Developed SCADA screens, classes, and objects to display data from inverters, energy meters, SMB, and weather monitoring system.

B. Tech, 2014

Completed my Bachelor degree in Electronics and Communication Engineering.

Hsc; Ssc, Non Medical

K.V No. 2, Jalandhar Cantt.(CBSE)

Intermediate, Physics Chemistry And Maths

Activities and Societies: Explore Himalayas, Essay competition, Shlok competition

Education record

Till 7th semester