Arvind Wadkar
Navi Mumbai
Summary
Dynamic Senior Product Support Engineer with over 9 years of experience in the IT industry, recognized for delivering exceptional technical support and effectively resolving complex issues. Expertise in troubleshooting software problems and implementing innovative solutions that enhance system performance. Proven leadership abilities demonstrated through successful management of a support team and training initiatives that significantly boosted customer satisfaction ratings. Highly organized and detail-oriented, with strong communication skills that facilitate collaboration across cross-functional teams, consistently achieving outstanding results under pressure and tight deadlines.
Overview
12
12
years of professional experience
Work History
Sr. Product Support Engineer
ACE (Pelican) Software Solutions
05.2022 - Current
- As a Senior Product Support Engineer at ACE (Pelican) Software Solutions in India, I was responsible for providing technical support and troubleshooting for our company's software products. I worked closely with clients to ensure their satisfaction and resolve any issues they encountered. My role also involved collaborating with the development team to identify and address any bugs or glitches in the software
- Issue debugging, analysis, replication and offered solution on Pelican’s Banking and corporate payments Product to SBI bank
- Handling queries reported via JIRA, email and call with respect to open banking functionalities Maintenance
- Trained junior support engineers on product knowledge
- Developed troubleshooting guides for common issues
- Performed PROD–DR switchover and switchback activities to ensure business continuity, validating application availability and system stability during disaster recovery drills
- Replicate the issues reported by clients and provide resolution/workaround solution to meet SLA
- Prepare Answer to Customers (A2C), Information To Customers (I2C), Root Cause Analysis (RCA) and user guides based on the type of requests from customers
- Release planning, deriving efforts and manage release dates in case of bug fixes as well as for CR (Change Request)
- Configured and managed Apache Tomcat servers for application deployment and support, including tuning JVM parameters, managing server.xml/context.xml configurations, and troubleshooting performance issues to ensure high availability and minimal downtime.
- Release deployment and functional testing on UAT before production deployment
- Monitor consistency across Production, UAT and DR setups.
- Monitored server health and services using FinAssure, and configured alerts in accordance with bank policies to ensure proactive issue detection and minimal downtime
Product support engineer
IDBI INTECH LTD
02.2016 - 04.2022
- As a Product Support Engineer at IDBI INTECH LTD, I was responsible for providing technical support and solutions to clients using our products. I worked closely with the development team to identify and troubleshoot any product issues, ensuring timely resolution and customer satisfaction. My experience at IDBI INTECH LTD allowed me to develop strong problem-solving skills and become well-versed in the company's products and services.
- Involved in interfacing with requirements analysis, transforming requirements to design and project implementation
- Collaborated with development team for i-AML issue resolution
- Solid experience with web-related technologies including WebSphere, Apache, Tomcat
- Document step by step guide for new features and functionality
- Configured alerts, thresholds, and reports in SolarWinds NPM as per organizational and bank policies for efficient incident management.
Application Support Engineer
Caliber Infosolutions
01.2014 - 01.2015
- Installation, configuration, administration, and troubleshooting of UBUNTU operating systems.
- Created technical documentation to track history and use for reference.
- Application bug fix, patch upload
- Conduct quality training program
- Configure printer and setup local server in client location.
- Maintain Server Uptime Application availability 24/7 online as well as Offline.
- Gathered and reviewed user feedback to improve capacity of software
Education
S.S.C -
New English school
H.S.C - undefined
Aarya Gurukul Junior College
01.2010
Bsc - IT
University of Mumbai
Mumbai, MH01.2014
Skills
- ITIL
- Technical Support Expert
- Monitoring Experianced
- Root Cause Analysis Expert
- Incident Management Expert
- Linux/Unix Experienced
- SQL Server Experienced
- PL/SQL Developer Experienced
- JIRA Ticketing Tool Expert
- Oracle12c-19C Experienced
- IBM WebSphere application Experienced
- Docker Beginner
- AWS Beginner
LANGUAGES
Marathi
English
Hindi
Timeline
Sr. Product Support Engineer
ACE (Pelican) Software Solutions
05.2022 - Current
Product support engineer
IDBI INTECH LTD
02.2016 - 04.2022
Application Support Engineer
Caliber Infosolutions
01.2014 - 01.2015
H.S.C - undefined
Aarya Gurukul Junior College
Bsc - IT
University of Mumbai
S.S.C -
New English school
Courses & Certifications
- ITIL CDS certification on Udemy
- Python for DevOps from TrainWithShubham
Awards
Best project team award from Pelican-2023, Successful product delivery (i-AML) to INDIAN BANK
Similar Profiles
Sameer AcholkarSameer Acholkar
Senior Software Engineer at PelicanSenior Software Engineer at Pelican
Enuka Malinda Jayalath Jayalath MudiyanselageEnuka Malinda Jayalath Jayalath Mudiyanselage
Factory Hand at PelicanFactory Hand at Pelican
Mohammad Al HussenMohammad Al Hussen
Teacher at PelicanTeacher at Pelican
SUSHANT KUMARSUSHANT KUMAR
Sr Manager- CNOC Team at Reliance JioSr Manager- CNOC Team at Reliance Jio
Viraj Swaroop SrivastavaViraj Swaroop Srivastava
Group Head at Tata Consultancy Services (TCS)Group Head at Tata Consultancy Services (TCS)