Result oriented professional with over 6 years of client focused experience.Excelled in providing superior delivery to customers and partners.Skilled communicator with reputation for forging strong business partnerships and customer satisfaction.
HTML and XML
Project planning and development
Creative problem solver
Exceptional communication skills
Strong client relations
Excellent problem-solving abilities
Technical Implementation Engineer, 12/2014 to Current Bluesnap, Inc – Waltham, MA
Conceptualized and successfully implemented solutions for several enterprise accounts and partners.Key implemented clients processing $50M+ per annum with Bluesnap platform.
Managed multiple tactical components of the Implementation phase (Pre-sales Consulting, developing Functional and Technical Solution specification, Technical Support to Go-Live & Account Management).
Developed and enforced project plans in co-ordination with internal and external stakeholders.
Partnered with clients directly to identify key business objectives and aided them with Bluesnap's best practices regarding system adaption, delivery strategies and education plans.
Served as first line of support for client technical team throughout implementation process leveraging product knowledge and expertise to ensure effective resolution of customer issues and escalations.
Acted as a vital feedback loop for Product Management - gathering end user stories, customer feedback and requirements communicating them to Product and Management personnel.
Developed new process and procedures to improve communication channels between Sales, Risk/Compliance, Implementations teams for a faster and improved customer onboarding experience.
Implementations Consultant, 08/2013 to 11/2014 Vantiv – Lowell, MA
Successfully On-boarded new merchants on to the Vantiv Payments
Processing Platform. ~ $5M per annum revenue generated.
alternative Payment methods such as eCheck, Paypal for existing merchants.
New implementations benefited the merchants in lifting their
revenue and increase customer satisfaction.
and implemented various product solutions: Fraud Toolkit, Vaulting/Tokenization
and PayPage helping merchants in reducing chargeback's (below 1%) and
regulate PCI Compliance.
merchants in realizing new monetization channels by integrating Recurring
Engine and Account Updater solutions for their subscription business.
This helped in reducing declines thus minimizing customer attrition. (Sales rescue up by 5-8 %).
Defined new Salesforce templates for Account Managers to
open support cases with the Implementation Team.
Senior Technical Support Engineer, 03/2010 to 08/2013 Parametric Technology Corporation – Needham, MA
as focal point of technical contact for customers and field consultants in
troubleshooting and resolving issues related to PTC's Windchill product
Developed and implemented complex product customization for strategic PTC clients such as Lockheed
Martin, Raytheon and Paccar.
mentored, trained and assisted Tier-I engineers in resolving complex and
Wrote several solution articles as a Certified Knowledge Centered Solution (KCS) Author
that were hosted on the PTC Community. These articles benefited the
customers, field consultants and internal teams to resolve issues.
Web Developer/ Analyst, 09/2008 to 04/2009 Paid, Inc – Boston, MA
developed a tool named ‘Geo-target-report' in ColdFusion 8. This tool was built Paid's Marketing Team assisting them in identifying target customers within a given radius of a zip code for various event promotions.
RSS feed application that provided the necessary information
about event dates, venues and a direct link to buy the upcoming event
tickets for the site customers.
Modified and optimized
data queries resulting in faster content loading on various web sites
managed by Paid, Inc.
Modified existing software to correct errors, upgrade interfaces and improve performance.
merchant orders and event ticketing reports in ColdFusion 8 for merchant
service team.These reports were critical for fulfillment and reconciliation
of the orders.
Master of Science: Information Systems, Dec 2009 Northeastern University - Boston, MA
Bachelor of Engineering: Computer Science, May 2006 University of Bombay - Mumbai, India