Nandagopal V

Experience

• 

  Cognizant

  Jan 2017 - Mar 2021

  Senior Engineer | US Finance & Insurance Domain | Liberty Mutual Insurance Company- Managed a substantial maintenance application with critical insured member and policy details.- Rectified bugs across Prod, Test, Dev, and Stage areas, ensuring uninterrupted access for end customers.- Led incident resolution and code development for project evolution and functional enhancements.- Involved in the full project life cycle, from requirement analysis to production support.- Generated reports requested by Business using BMC Remedy and JIRA.- Consistently met SLAs for issue resolution during telephonic inquiries, Emails, and Ticketing tools.- Ensured process harmonization and maintained high customer satisfaction.- Actively participated in scheduled team meetings and calls, coordinating updates with team members.- Adhered to coding standards and delivered projects on time.- Successfully handled complex customer scenarios, providing dependable and timely resolutions for technical issues.- Proficient in RTC, JIRA, Scrum, BladeLogic, Informatica, App Dynamics, BMC Remedy, CA Workstation, IBM Z/Os Mainframes, VMS Mainframes, DB Visualizer.- Analyzed, designed, and developed SQL Queries.- Possess a good understanding of the ITIL framework.With a track record of excellence and a dedication to quality, I bring valuable expertise to any team seeking a qualified engineer for their projects. Show less

  • Associate (Technology lead)

    Oct 2019 - Mar 2021

  • Programmer Analyst

    Jan 2018 - Oct 2019

  • Programmer Analyst Trainee

    Jan 2017 - Jan 2018
• 

  Tableau

  Mar 2021 - Oct 2022

  Senior Technical Engineer

  Senior Technical Engineer | Tableau SoftwareAs a Senior Technical Engineer at Tableau Software, I played a crucial role in ensuring clients' seamless integration and effective utilization of Tableau products. My responsibilities included:- Effectively communicating with customers through email and phone, ensuring maximum customer satisfaction.- Collaborating with Tableau Desktop clients to successfully integrate the application into their business, resolving complex technical issues related to integration.- Applying in-depth troubleshooting and debugging skills to identify the root cause of customer issues and conducting tests with representative data.- Partnering with clients to optimize Tableau software usage and leading support case resolution efforts.- Researching and documenting customer software and technical issues as Knowledge Base articles, contributing to the ongoing development of self-service support systems.- Mentoring Technical Support Specialists in resolving customer server issues and escalating priority cases to management when necessary.I take pride in my ability to build strong cross-functional relationships with Engineering and Product Management, and my dedication to delivering exceptional customer support. Show less

• 

  Salesforce

  Mar 2021 - now

  I partner with business stakeholders and executives to design a vision and technical architecture that solves key business problems. I lead technical teams, translating business needs into actionable solutions, guiding low-code and pro-code builders, and delivering proofs-of-concept (POCs) to ensure scalable, high-impact implementations.Key Responsibilities:-Design organization strategy and data models for implementations.-Identify optimal solutions for business requirements, recommending clicks, code, or a blend of both.-Act as a final escalation point for complex production issues and mentor technical teams on best practices.-Lead customer engagements, offering strategic guidance, upgrade assistance, and root cause analysis.-Drive internal projects to enhance service delivery, segmentation, and customer satisfaction.Collaborative Leadership:-Regularly engage in customer status calls and quarterly business reviews & Annual Technical Health Reviews.-Work closely with Account Executives (AEs), Customer Success Managers (CSMs), and Support Engineers (SEs) to ensure customer success.-Mentor and onboard new hires, fostering growth and maintaining technical excellence.Key Achievements:-Led a successful internal project to segment customers more effectively, achieving:-Improved Time to First Response (TTFR)-Increased Update Frequencies-Boosted Customer Satisfaction (CSAT)-Decreased Customer Dissatisfaction (DSAT) Show less Analyst | Technical Account Manager - TableauAs an Analyst in the Technical Account Manager department at Tableau, I am responsible for creating, building, and refining reporting packages to empower Technical Account Managers with critical Tableau Servers' deployment operational data for support strategy and execution. My key contributions include:- Developing and maintaining standardized deployment review reports and dashboards to monitor overall Tableau Server health and key performance indicators.- Utilizing data collection and analysis to enable Technical Account Managers in addressing a wide range of problem-solving situations, from strategic to real-time.- Collecting, analyzing, evaluating, and reporting data to track Tableau Server's usage, health, and performance metrics from customers.- Collaborating closely with Technical Account Management, Customer Solutions Programs, Supportability, and Operations teams to align data validity, tool needs, and technical strategy.- Building strong cross-functional relationships with Technical Support, Product Management, Sustaining Engineering, Sales Consultants, and Support Management to effectively resolve issues.- Providing exceptional customer service and technical skills, maintaining excellent relationships with Tableau customers.- Conducting in-depth troubleshooting and health-checks on logs to identify root causes while communicating effectively with customers.As a dedicated professional, I am committed to delivering high-quality analysis and ensuring customer satisfaction with Tableau products. Show less Senior Technical Engineer | Tableau SoftwareWorked primarily with Tableau’s Desktop product, effectively assisting customers with analytics issues. Expanded expertise to include Server and Online products, proactively handling post-sales installation, configuration, data connectivity, and performance tasks.Key Responsibilities:- Resolved highly complex technical and application-related issues impacting product performance in customer-specific environments.- Ensured smooth adoption of Tableau products by addressing challenges hindering broader customer adoption.- Collaborated with Development, Sustaining Engineering, and Sales Engineering teams to resolve support issues, document bugs, and provide UAT on product builds.- Played a key role in successful new and upgraded server installations.Awards and Recognitions:- Employee Trailblazer Award | Feb 2022- Employee Trailblazer Award | June 2022Throughout my journey, I have been committed to delivering exceptional customer support and building strong partnerships with various teams to drive success. Show less

  • Associate Technical Account Manager

    Aug 2024 - now

  • Analyst, Technical Account Manager - Tableau

    Nov 2022 - Aug 2024

  • Senior Technical Engineer - Tableau

    Mar 2021 - Oct 2022