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Milind P.

Milind P.

Application Support Engineer

Followers of Milind P.1000 followers
location of Milind P.Pune, Maharashtra, India

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  • Timeline

  • About me

    Senior Manager - Technical Support | Application Support Services, Technical Support

  • Education

    • DY Patil University

      -
      Executive MBA Information Technology

  • Experience

    • Emptoris Technologies

      Dec 2006 - Jul 2008
      Application Support Engineer

       Responsible to work directly with client teams, support team members and consulting team members and assist Emptoris clients to smoothly execute on-line sourcing events. Supporting the client's sourcing/procurement events and Supplier management. Subject matter expert/Super user on event's purpose, content, schedule and monitor Emptoris software. Training suppliers on Emptoris software and sourcing techniques. Coordinate event schedules between clients, suppliers and Emptoris customer support. Ensure supplier participation by managing pre event outreach calls.  Live event monitoring, coaching and intervention. Enforcement of event rules. Pausing, extending and resuming events. Bidder and Bid removal. Messaging management. Developing and presenting reports on events.  Working with Emptoris customers to manage and resolve incidents and issues for the Emptoris products. Performing frontline support, and incident management, including application support. Coordinate with L2 and L3 for priority cases and test/replicate issues on support labs. Provide online trainings to clients/Buyers and Suppliers worldwide using WebEx. Handle User/Supplier registration and maintenance (Searching and seeking approvals, creating users and passwords, inviting users for events). Create business reports as per Client requirements. Super user with regards to functionalities of the software. Assist in performing updates to Emptoris systems, user testing and highlight issues related to bugs. Show less

    • Opus Software

      Aug 2008 - Apr 2010
      Application Support Analyst

       Worked as Systems Support Engineer for Western Union client. Provide technical assistance via phone, email and WebEx/GoToAssist to Western Union customers based in Europe, APAC, and Middle East. Handle ‘Software Sourcing’ by creating ‘Money Transfer’ software configurations and distributing them to clients in our region. Worked on the production support issues escalated by the Level 1 technical support engineer. The issue tracking tool used is HP Open View Service Desk and follow SOP. To recreate customer issues/problems using engineering account, work with the rest of the support team and development staff to resolve the issue, and follow the issue through to resolution. Provided high level of customer service and satisfaction, ensuring that the customer received a quick response to their query. Dealt with the customer enquiries on the telephone and resolved any complaints quickly and efficiently. Creating terminal/user on AS400 system. Reset terminals if required. Service call/problem management, escalation, and maintaining SLA. Basic knowledge of ‘Automated Crystal Receipt’ modification using ‘Crystal Report’ tool. Handle a team of 3 subordinates and assign them daily tasks and receive desired output from them. Provide needed training and guidance for the same. Did the Process Documentation of a process. Maintained the Team Rosters, the Stack Parameters, Daily Reports, One on One on Weekly Basis with the team members, motivated the team members. Show less

    • SunGard

      Apr 2010 - Oct 2015

      Working as Technical Support Engineer II and Implementation Lead for Sungard Energy clients. Provide support by updating daily data to servers and maintaining updates on client servers using SOP. Working on Solaris, UNIX,LINUX and Windows platform and FAME 4GL database. Install required Java, MySQL, and Tomcat versions for SunGard Energy Server. Successfully handled multiple Energy Server implementations for SunGard’s web based and hosted applications on Solaris, Linux and Windows servers. Critical mplementations include clients like GAZPROM, Statoil, Repsol, Wingas, WinterShall, SARA, SARAS SPA, Arcadia, DEA Germany etc Update client databases as per data changes / corrections specified by Data Integrity team. The project / issue tracking tool used for the same is BMC Remedy.  Perform server/data module installations and server upgrades on test & client side whenever applicable. Use Remote connection (WebEx) / Citrix for connecting to Sungard clients. Daily client error log checking and taking required corrective actions for the assigned clients Conduct small and large data extract process for new contracts /series additions. Responsible for supporting and resolving specific client requests related to the technical / functional aspects of the product in a timely and proficient manner. Show less

      • Technical Support Team Lead

        Apr 2015 - Oct 2015

      • Sr. Technical Support Engineer II

        Apr 2010 - Mar 2015

    • Coupa Software

      Oct 2015 - now

      Supporting team of Engineers on all Coupa Core P2P modules. Support COUPA customers in APAC and EMEA regions.

      • Senior Manager - Technical Support

        Feb 2023 - now

      • Manager - Technical Support

        Feb 2020 - Feb 2023

      • Associate Manager - Technical Support

        Mar 2019 - Feb 2020

      • Technical Support Team Lead

        Nov 2017 - Feb 2019

      • Sr. Technical Support Team - L3

        Jan 2017 - Oct 2017

      • Senior Technical Support Engineer

        Oct 2015 - Jan 2017

  • Licenses & Certifications

  • Honors & Awards

    • Awarded to Milind P.
      Services - Customer Excellence Award Q3 2019 Coupa Services All Hands Dec 2019 Individual "Customer Excellence Award" for Q3, 2019 in the Services segment comprising more than 500+ members from Coupa..
    • Awarded to Milind P.
      Sport Award Shivkumar Ravindran Jun 2019 Leading from the front is one of the qualities you exhibit consistently. One such example is when you took ownership of a customer case (***) which was escalated to me, called them directly, troubleshot the issue and resolved it on the first call itself. Our teams had too many cases and handovers that day and this approach of realising the team's workload, capacity and taking the right action in the best interest of the customer is a great example of Ensuring Customer Success. You've also been… Show more Leading from the front is one of the qualities you exhibit consistently. One such example is when you took ownership of a customer case (***) which was escalated to me, called them directly, troubleshot the issue and resolved it on the first call itself. Our teams had too many cases and handovers that day and this approach of realising the team's workload, capacity and taking the right action in the best interest of the customer is a great example of Ensuring Customer Success. You've also been leading review calls with other customers and one of them was in a critical state when you took over. Working through their issues, coordinating with the case owners, following up with internal teams has resulted into the relationship move into a positive state today. The feedback from the customers have been extremely positive and they believe these review meetings allow them to prioritise their issues and keep the business running seamlessly. Thank You for your commitment in delivering excellent customer experience. Show less
    • Awarded to Milind P.
      SPOT Award Manu Sebastian May 2018 I'd like to say a big “Thank you” for the support, help, and advice you have always provided to me.I have always noticed you standing strong in our ‘Coupa culture and Values’.I would like to emphasize the support and help you provided to me, for streamlining my first SLA customer.You went that extra mile and hours, to explain, the issues faced by customers, and also provided me with correct recommendations.Thank you for being there, always willing to help and put… Show more I'd like to say a big “Thank you” for the support, help, and advice you have always provided to me.I have always noticed you standing strong in our ‘Coupa culture and Values’.I would like to emphasize the support and help you provided to me, for streamlining my first SLA customer.You went that extra mile and hours, to explain, the issues faced by customers, and also provided me with correct recommendations.Thank you for being there, always willing to help and put in those extra efforts even when these tickets are not directly associated with you.I would like to conclude by saying “Success isn't always about greatness. It's about consistency. Consistent hard work will always lead to success." Show less
    • Awarded to Milind P.
      SPOT Award Shivkumar Ravindran Apr 2017 SPOT Award for level of commitment and attitude to go above and beyond that makes our Customers and Coupa successful.
    • Awarded to Milind P.
      KUDOS award for good performance SunGard Apr 2014 KUDOS award for good performance
    • Awarded to Milind P.
      Golden Boot award for Internal Soccer tournament SunGard Aug 2013 Consecutive "Golden Boot" awards for Internal Soccer tournament in 2012 and 2013.Also Runner-up in InterIT Soccer and Cricket tournaments 2013 and 2014 resp.