Yuraj V.

Experience

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  Infosys

  Jul 2018 - Jul 2021

  Senior System Engineer

  ● Collaborated effectively with cross-functional teams to design and deliver solutions in Python using Flask, resulting in a 55% improvement in technology, UI, performance, and responsiveness● Successfully implemented SSL, SSO, and HTTPS protocols on both client-side and server-side to fortify security against cyber-attacks; reduced potential for phishing and data breaches by 60%● Managed the deployment on JBoss application server, using SDLC process, and ensured the stability of 10+ Windows and Linux servers● Acted as a cross-platform database administrator and led a team of 4 in optimizing queries to achieve faster and more accurate results, resulting in a 20% reduction in query time● Provided technical guidance to 30-40 business customers after every release or sprint, ensuring successful adoption and use of new features and functionalities● Enhanced the software development process by leveraging RTC's robust CI/CD capabilities to efficiently manage and track changes related to change requests and defects Show less

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  Sodexo

  Nov 2021 - May 2023

  Student Manager

  ● Supervised and organized activities at more than 10 food station of the dining halls for increasing on-floor productivity and quality of service to the customers● Applied lean management method to prepare time schedules to manage approximately 25 employees, allocating them to stations during peak working hours of the dining hall to ensure uninterrupted customer service● Communicate customer’s orders and inquiries to responsible sections in proficient and professional manner

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  Velocity Logic

  Sept 2023 - Nov 2023

  Support Specialist

  ● Streamlined day-to-day ticket management operations by leveraging Jira, culminating in a remarkable 20% reduction in response times and a commendable 15% enhancement in issue resolution efficiency● Developed comprehensive support documentation and streamlined process flows, resulting in a noteworthy 25% decrease in support request escalations● Fostered a customer-centric approach, leading to a remarkable 25% increase in user satisfaction survey ratings, while utilizing Angular for web application development to create user-friendly interfaces● Effectively identified and resolved critical issues in the backend infrastructure (Java 8), ensuring system stability and reliability● Developed and Implemented Oracle-based reporting solutions and automated scripts, ensuring accurate data extraction, analysis, and presentation Show less

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  Salesforce

  Dec 2023 - now

  Technical Support Engineer

  ● Responded to customer requests across various channels including customer portal, email, phone, and chat, ensuring timely and effective resolution of inquiries and issues● Utilized advanced troubleshooting tools and techniques (e.g., event logs, performance traces) to address and remediate customer problems● Successfully resolved customer service issues, including complex problems, while maintaining a focus on managing customer expectations and delivering high satisfaction levels● Acted as a primary advisor for escalated cases, providing in-depth technical assistance and creating knowledge base articles to enhance customer understanding and self-service capabilities● Collaborated with development teams to drive resolution of complex technical problems and contributed to process optimization for support engineering delivery Show less