Vic Kothari
Rockford,IL
Summary
Experienced Software Support Engineer with 10 years of proven success in troubleshooting and resolving application issues, improving performance deficiencies, and providing support for diverse desktop and mobile applications. Committed to educating customers on proper application usage and addressing problematic behaviors within assigned software titles.
Overview
13
13
years of professional experience
Work History
Application Support Engineer
Flywire
01.2020 - Current
- Working an average of 35-40 tickets on a daily basis and providing top tier support to customers across multiple hospitals
- Escalating and coordinating with the engineering team in regards to bug fixes or special escalation requested by the Client
- Running weekly, bi-weekly reconciliation reports in SQL as per client requests and automating them as required
- Working alongside with the implementation team in regards to help implement the product and provide initial training to CSR’s and hospital administration
- Writing bash scripts to automate daily tasks
- Troubleshooting, and solving proprietary application issues with the support team
- Coming up with unique solutions to unique or never before seen problems caused by the product and providing an in-depth RCA to management
- Being on weekly support calls for customers if any special new implementation is requested
Tier 1/2 Application and IT Support
Champion Healthcare Technologies
10.2018 - 12.2019
- Providing tier 1/2 application support to customer support cases in regards to the company's proprietary tissue and implant tracking software
- Closely working with the senior developer and technical writing team to build the help center for the next build
- Running databases queries in regards to providing resolution for customer support cases(PhPMyAdmin)
- Initiating custom queries to run monthly and yearly report requested by customers
- Troubleshooting, and solving proprietary application issues with the support team
- Working closely with the development team for any application enhancement requested by customers
- Configuring and setting up new laptops for new engineers and support members
- While Complying with company’s software and best practices checklist
- Providing phone support to customer support team to provide resolution in regards to any IT issues
- Handling 20-25 customer support cases on daily basis
Desktop Admin / Software Engineer
Climate Pros Inc
04.2018 - 05.2018
- Providing internal IT support in regards to technical issues encountered by the internal employees of the company
- Troubleshooting, and solving proprietary application issues while co-ordinating with field techs
- Setting up laptops and adding them to the domain for new hires
- Using best practices
- Setting iPhones and tablets for new field service technician
- Providing phone call support to customers in case of priority 1 issues
- Built a google maps project using batch geo
- Handling 10-15 tickets on daily basis
- Documenting technical solutions for issues occurring for the first time, while working along with other team members
- Assisting and training new IT hire and familiarizing them with the application
Software Support Engineer
Cleo Communications
04.2017 - 03.2018
- Tier 1 and 2 Tech Support for managed file transfer across three products
- Troubleshooting, debugging and solving technical issues on communications done over AS2, FTP, SFTP, RNIF, FTPs, Web services
- Generating encryption certificates required for SSH, AS2 and SSL
- Implementing javascript and css in regards to any enhancement requested by the customers
- Providing phone call support to customers in case of priority 1 issues
- Escalating cases to Tier 2 in regards to issues which require deeper technical investigation
- Handling 10-15 tickets on daily basis
- Documenting technical solutions for issues occurring for the first time, while working along with other team members
- Assisting and training new tier 1 hires and familiarizing them with the product
Support Engineer
ADSI
11.2016 - 02.2017
- Level 1/2 Tech Support
- Database configuration, Software installs and scripting
- Provide technical support and troubleshooting via phone, email, chat, and walk-up for all computer hardware, software, and peripherals supported by Corporate Technology (includes local and remote users across the country and worldwide)
- Applying custom shipping rate update for each client within the application using xml
- Maintaining and configuring database using sql server and sql server management studio
- Document, track, and monitored each incident to ensure timely completion, maintained ownership through resolution
- Source code documentation, ticket escalation and assisting senior engineers in project implementation
Software Support Engineer
Tech Mahindra
04.2014 - 11.2016
- Contributing to a project on VOLTE IMS regression testing
- Diligently perform duties as Media Gateway Control Function tester while coordinating with fellow testers and Project Manager
- Traveled to over 5 states in checking and testing the competency of different markets prior to VOLTE launch
- Associated part of a testing on 7 3G devices known as Calico 2.5 testing
- Working on new and various Access Point Networks pertaining to over 25 different markets and zones
- Experience as UMTS/4gLte Optimization Engineer in pre and post processing of cluster data and analysis on the QoS for UMTS
- Experience as RF Engineer in data collection (Indoor/ Outdoor) and analysis of UMTS and WCDMA and 4gLte networks
RF Drive Test Engineer/Field Support Coordinator
Hasati Telecommunications
12.2013 - 03.2014
- Performed drive testing; tested modes in Voice over LTE
- Tested various call modes such as M2M, M2L, MOT, DV; Long calls and short calls
- Kept a track of positive MOS values, attenuation and call drops during the route
- Daily average setup of 22 devices
- Software Competencies in Microsoft Street and trips, Android pre configuration
- Attended out of state trainings for Drive testing purposes
- Providing technical support and managed 20 teams simultaneously while in role as a Field Support Coordinator
- Knowledge of networking protocols TCP/IP, 802.x, VLAN, MPLS, VoIP
- Became highly skilled in Data Collection and analysis of cellular phone networks: GSM, GPRS, EDGE, WCDMA, CDMA 1X, UMTS, HSPA, EVDO, 4G Wimax, 4G LTE, Map Reading Tools Map Info Professional
Front Desk
Holiday Inn
08.2013 - 11.2013
- Dealt with an average of 50 guests on daily basis as my position as customer representative
- Used my interpersonal and communication skills to handle requests and solve issues
- Working with a property management system software and 3 other associates made me proficient in taking issues as a team
IT Help Desk
Rodeway Inn & Suites & America’s Best Inn
06.2012 - 08.2013
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
- System troubleshooting, formatting/reformatting operating system
- Installation/removal of hardware
Education
Bachelors of Science - Computer Information Systems: Concentration in Health Information Systems
DeVry Education Group
Chicago, IL04.2016
Skills
- Java
- HTML
- HTML 5
- SQL
- Web Services
- Customer support
- Network configuration
- Technical issue resolution
- Scripting languages
- Code reviews
- Process automation
- Verbal and written communication
- Training and mentoring
- Application testing
- Proficiency in SQL
Languages
Hindi
Professional Working
Timeline
Application Support Engineer
Flywire
01.2020 - Current
Tier 1/2 Application and IT Support
Champion Healthcare Technologies
10.2018 - 12.2019
Desktop Admin / Software Engineer
Climate Pros Inc
04.2018 - 05.2018
Software Support Engineer
Cleo Communications
04.2017 - 03.2018
Support Engineer
ADSI
11.2016 - 02.2017
Software Support Engineer
Tech Mahindra
04.2014 - 11.2016
RF Drive Test Engineer/Field Support Coordinator
Hasati Telecommunications
12.2013 - 03.2014
Front Desk
Holiday Inn
08.2013 - 11.2013
IT Help Desk
Rodeway Inn & Suites & America’s Best Inn
06.2012 - 08.2013
Bachelors of Science - Computer Information Systems: Concentration in Health Information Systems
DeVry Education Group
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