ANTAR PATIL

Client - IDFC First Bank

Responsibilities -

• Experience in Banking and Payment Domain – Debit Cards, Tango Switch, ACS, Standard Instruction (E - Mandate), and Forex Card.
• Processing Debit Card Renew, Bulk Hot listing, Card Upgrade.
• Supporting and Maintaining VISA system, configuring VISA Edit package.
• Handling incidents, escalation mails also working on service request and incident tickets.
• Collaborated with cross-functional teams to develop, test, and deploy new features and improvements to existing applications.
• Act as Change Request coordinator as well for this project, were we have to coordinate with Project and vendor team on changes/ bugs/ artifacts and handle the total roadmap of CR from its creation to deployment.
• Championed the adoption of ITIL best practices within the support team, driving consistency in processes and improved service delivery.
• Created detailed technical documentation which facilitated quicker resolution of reported issues by fellow team members.

Tools - Oracle Database, Service Now (Ticketing tool), WinSCP (File transfer), M2P Forex application, FSS application (DCMS, ADM, ACS), SI HUB, Microsoft Teams, Outlook, SOAPUI. ARCON.

Responsibilities -

• I was responsible for ensuring our clients had a positive and successful experience with our software. With a strong focus on customer satisfaction, I worked closely with our Account Manager and development teams to understand our client's needs and provide them with the best solutions.
• Managed a portfolio of high-profile clients.
• Provided training and support to new customers and the same with the L1 Team.
• Developed strategies to improve customer retention.
• Conducted regular check-ins and follow-ups with clients.
• Troubleshoot and resolve technical issues.
• Working on the tickets within the SLA.
• Maintaining a tracker of pending tickets.
• Documenting the issue with resolutions.
• Ensured optimal application functionality by coordinating with software development teams on bug fixes, patches, updates, and releases.
• Desktop Application (Server and Client system), Web application (Azure base), Mobile application, Interface application with third party application.

Tools - Salesforce Inc (Ticketing tool), Microsoft SQL Server, IIS, ZOHO Assist and Team Viewer (Remote connection), Outlook , Microsoft Team.

Responsibilities -

• Worked closely with developers to provide feedback on application designs based on user requirements.
• Addressed technical issues and guided end users through resolution.
• Managed multiple applications of different scopes.
• Handled incident calls and escalation emails.
• Increased customer satisfaction by providing exceptional support and resolving issues quickly.
• Contributed to the successful completion of numerous projects by meeting deadlines and working effectively under pressure.
• Delivered high-quality application updates using agile methodologies to ensure continuous improvement.
• Supported software integration and implemented maintenance enhancements.
• Having good organizational skills.

Tools - Microsoft SQL Server, Service Now and Service Desk (ticketing tool), JIRA, WinSCP (File Transfer), CyberArk, Windows Server, Event Viewer, IIS, Putty.

Responsibilities -

• Addressed technical issues and guided end users through resolution.
• Strengthened client relationships through effective communication and prompt resolution of concerns.
• Resolved product design, acquisition and launch concerns to achieve customer's targeted business goals.
• Delivered high-quality application updates using agile methodologies to ensure continuous improvement.
• Reduced downtime for clients by swiftly addressing and troubleshooting software defects and bugs.
• Provided training sessions for end-users as needed, improving their understanding and proficiency in using applications effectively.
• Mentored junior engineers, fostering a collaborative environment that promoted professional growth.
• Developed comprehensive documentation for various applications, facilitating seamless knowledge transfer among team members.
• Configured and tested new software and hardware.
• Supported multiple applications simultaneously.

Tools - HRMS, SQLM (ticking tool), Microsoft SQl Server, ISS, Postman, Team Viewer and Anydesk (remote connection).