Gaurav Amrutkar

Experience

• 

  Barclays

  Oct 2013 - Oct 2014

  Portal Analyst

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email• Perform remote troubleshooting through diagnostic techniques and pertinent questions• Walk the customer through the problem-solving process• Identify and suggest possible improvements on procedures

• 

  Aurus Inc USA and Aurus Tech Pvt Ltd, Pune India

  May 2015 - Dec 2016

  System Analyst

  • Aurus Inc. is headquartered out of the innovation corridor of Boston, Cambridge, MA with Development center in Pune, India.• The company caters to clientele across the globe, including fortune 2000 companies in retail, payments, healthcare and financial verticals.• Worked on AurusPay Product which is a leading EMV certified semi-integrated payment platform in U.S. proving the most expensive choice of pin pads and payment processors.• Level-2 and Partial Level-3 Support on installation, registration, usage & maintenance of product, Ensuring system is functioning according to specifications.• Providing immediate assistance for emergency fixes as defined in service definition.• Generating transaction reports from database & proving logs of actions• Provides work direction, problem resolution and training and mentoring to other technical support personnel Show less

• 

  PTC

  Jan 2017 - now

  • Team development : Recruitment, Training delivery, Coaching and Mentoring new engineers for skill enhancements• Subject Matter Expert : Windchill PDMLink, ProjectLink, MPMLink, PartsLink, Windchill Customization and ERP Integration• Incident Management : Identifying, analyzing, and correcting problems for PTC Cloud hosted customers to prevent future recurrences while following best practices• Knowledge Management : Digital Success Engineer/KCS Coach: Guide and motivate peers to develop KCS competencies and knowledge best practices to keep correct knowledge behaviors during issue processing• ISO 9001:2015 Internal Auditor : Coordinating all QMS related activities so that organization effectively operates processes that are designed to produce expected deliverables and value to the customers. Show less • Training delivery, Team development, Coaching and Mentoring new engineers for skill enhancements• Act as a SME for Windchill PDMLink and related technical areas along with supporting Customization and ESI Modules • Incident Management : Identifying, analyzing, and correcting problems for PTC Cloud hosted customers to prevent future recurrences while following best practices• Knowledge Management : Digital Success Engineer/KCS Coach: Guide and motivate peers to develop KCS competencies and knowledge best practices to keep correct knowledge behaviors during issue processing• Microsoft Azure Admin : Point of contact for Microsoft Azure related issues• ISO 9001:2015 Internal Auditor : Coordinating all QMS related activities so that organization effectively operates processes that are designed to produce expected deliverables and value to the customers. Show less • PTC Inc. is a computer software and the global technology company has over 6,000 employees in 30 countries, 1,150 technology partners.• Working here as Product Specialist to provide functional and customization support on Windchill PLM Product line (Windchill PDMLink/ProjectLink/MPMLink/Options and variants/SUMA/QMS)• Act as single point of contact for technical issues with regards to Windchill for customers across North America region.• Focused on providing and documenting solutions and root cause analysis for medium complexity customer issues, using a customer-centered approach• Collaboration and coordination with internal teams and stakeholders • Creating and sharing knowledge to ensure customer success on the web. Show less

  • Senior Product Technology Lead

    Apr 2022 - now

  • Product Technology Lead

    Dec 2019 - Mar 2022

  • Product Specialist

    Jan 2017 - Dec 2019