• Designed and managed a Support Portal (ticketing tool system), leading to the swift resolution of over4 lakh issue tickets for both dealers and internal employees since its deployment.• Integrated CRM related data into the support portal, providing a more comprehensive view ofcustomer inter- actions.• Contributed to the creation of a chat application enabling prompt communication between agents anddealers, featuring advanced open replay functionality for effective guidance… Show more • Designed and managed a Support Portal (ticketing tool system), leading to the swift resolution of over4 lakh issue tickets for both dealers and internal employees since its deployment.• Integrated CRM related data into the support portal, providing a more comprehensive view ofcustomer inter- actions.• Contributed to the creation of a chat application enabling prompt communication between agents anddealers, featuring advanced open replay functionality for effective guidance and chat routing for betteragent selection.• Developed Rule and Workflow Engines for automated ticket updates, implementing triggers based oncon- ditions and ticket life cycle flow.• Developed Mass Communications system for efficient bulk email delivery and alerts to dealer portals,en- hancing communication capabilities.• Developed and maintained JWT Authentication services for secure user authentication and VPCEProxy service for safer inter-cluster communications, contributing to enhanced application security. Show less