Vayun Patgawkar
Milton Keynes
Summary
- Proven Application Support Engineer with 12 years of experience ensuring the smooth operation of mission-critical software applications across diverse industries.
- Adept at diagnosing and resolving complex technical issues, I have honed my skills in optimizing performance, implementing automation, and providing top-tier customer service.
- With a robust foundation in ITIL best practices and a track record of collaboration with cross-functional teams, I excel in driving efficiency and reliability within application ecosystems.
- My commitment to continuous learning and staying abreast of emerging technologies positions me as a valuable asset in delivering exceptional support and maintaining a secure, compliant, and high-performing application environment.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work history
Application Support Project Manager
Tech Mahindra
Milton Keynes
06.2021 - Current
- Managed workforce planning, compiling information for informed decision-making.
- Supervised 16 direct reports with daily support, regular goal-setting and appraisals.
- Used business intelligence reports to manage project financials, initialise project invoicing and revenue recognition.
- Delivered on projects' key objectives with agreed budgets, timelines and standards.
- Acted as single point of contact for customers and internal stakeholders.
- Prepared project performance reports with statistics and newly researched information.
- Built and nurtured professional relationships with wide range of stakeholders.
Application Support Team Lead
Tech Mahindra
Mumbai, India
06.2018 - 06.2021
- Mentored and coached junior staff to produce high-performing, quality team members.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Reported all accidents, near miss incidents and work-related ill health conditions to supervisor.
- Maintained staff compliance levels with UK regulations through education and guidance.
- Promoted company values and vision, ensuring full team adherence and investment.
- Expertly led teams of 8 to successfully achieve productivity KPIs.
- Maintained staff compliance levels with Client's regulations through education and guidance.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Fostered positive employee relationships through communication, training and coaching.
- Participated in safety and risk assessments and suggested hazard reduction strategies.
Senior Application Support Engineer
Tech Mahindra
Pune, India
06.2016 - 06.2018
- I was soon promoted to Senior Application Support Engineer looking at my problem solving skills, process improvement and customer satisfaction.
- I started managing the Incident Handling process to make sure tickets are progressed before the mentioned SLA.
- Understood complex business processes and corresponding data flows for improved systems support.
- Made sure to minimize the escalations coming into the team.
- Provided quick, reliable 1st and 2nd line support for timely ticket resolution.
- Monitored new and emerging products to provide technical guidance on upgrades and updates.
Application Support Engineer
Tech Mahindra
Pune, India
01.2013 - 06.2016
- Post my excellent performance in application testing, I was recruited for application support engineer role for another application which handled (BT) Business orders.
- As it was on the same technology, I quickly grasped the functioning of the application.
- Responded to ticket requests quickly and helpfully to deliver excellent customer service.
- Investigated helpdesk enquiries providing support and remedial action for prompt ticket resolution.
- Provided 24/7 support to one of the most critical CRM application which managed orders, faults and billing for customers.
- Performed monthly deployment and post deployment activities for the same.
Application Tester
Tech Mahindra
Pune, India
06.2011 - 01.2013
- Started my career as an application tester which was built on Siebel technology for British Telecom (BT).
- It is a CRM system which involves Order placement for BT Consumers.
- Was part of application upgrade from Siebel 7.8 to Siebel 8.1
- Liaised with software development team to resolve software defects.
- E2E journey was also part of our testing from Order placement until completion.
- Utilised and tested database tools and requirements within Oracle and Solaris Server.
- Extracted software testing requirements from business requirements and functional specifications.
- Simplified existing test procedures.
Education
Bachelors of Engineering - Computer Engineering
University of Mumbai
Mumbai, India 07.2007 - 06.2011
Skills
- SQL
- Unix
- Service Now
- HP-ALM, Clarify CRM, Siebel 81
- Microsoft Suite: Word, Excel, Powerpoint, Sharepoint
- ITIL Foundation Level1
- Analytical problem solving
Languages
English
Fluent
Timeline
Application Support Project Manager
Tech Mahindra
06.2021 - Current
Application Support Team Lead
Tech Mahindra
06.2018 - 06.2021
Senior Application Support Engineer
Tech Mahindra
06.2016 - 06.2018
Application Support Engineer
Tech Mahindra
01.2013 - 06.2016
Application Tester
Tech Mahindra
06.2011 - 01.2013
Bachelors of Engineering - Computer Engineering
University of Mumbai
07.2007 - 06.2011