Pujan Khadka
Fort Worth,TX
Summary
Proven Production Support Engineer with a track record of enhancing customer satisfaction and resolving complex technical issues at Toyota Motor North America. Skilled in System Troubleshooting and Incident Management, demonstrated exceptional problem-solving abilities and project management skills, leading to significant improvements in operational efficiency and product reliability.
Overview
3
3
years of professional experience
Work History
Production Support Engineer
Toyota Motor North America
2023.08 - Current
- Resolved escalated customer issues in time with primarily focusing on customer satisfaction
- Coordinated with vendors like KDDI, ATT and Verizon for early resolution of complex technical issues impacting production operations
- Investigated root cause analysis during the outages or performances degradation incidents in order to prevent similar occupancies happening in future timings
- Worked closely with other departments such as development, network engineering, operations. to ensure optimal service delivery levels.
- Provided technical support to production systems and applications, troubleshooting hardware and software issues.
Senior Associate
Infosys Ltd.
2021.08 - Current
- Provided exceptional client support by addressing critical issues and resolving them promptly, resulting in improved client retention rates.
- Interacted with the teams and clients to develop and coordinate project requirements and workflow.
- Implemented processes and procedures to improve overall efficiency in operations
Validation Engineer (Contract)
Toyota Motor North America
2021.11 - 2023.03
- Identified Critical bugs in 21MM Headunit through regression, smoke, End-to-End testing, random testing, ensuring product reliability
- Executed performance testing to validate the Head Unit performance under extreme condition to ensure the stability
- Evaluated functions, design and performance compliance of every features against design standards and customer needs
- Collaborated with different cross-functional teams and product owners for continuous improvement initiatives and reducing products/applications defects
- Validated the defects on both pre-production and production environment once fix is implemented by development team or supplier team
Education
Bachelor of Arts - Information Technology
University of North Texas
Denton, TX05.2021
Skills
- System Troubleshooting
- Incident Management
- ITIL Processes
- Reliability
- Problem-Solving
- Project Management: Jira, confluence
- Tools: Postman, MongoDB
- Client tools: ATT control center, ATT portal, Verizon Thingspace
- Quality Assurance: Defect management and analysis
- Network diagnosis
Accomplishments
- Infosys Insta Award | June 2024
- Infosys Associate R&R excellence award | Q1 FY25
Timeline
Production Support Engineer
Toyota Motor North America
2023.08 - Current
Validation Engineer (Contract)
Toyota Motor North America
2021.11 - 2023.03
Senior Associate
Infosys Ltd.
2021.08 - Current
Bachelor of Arts - Information Technology
University of North Texas
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