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Poonam Roshan Nagekar

@poonamroshannagekar

Technical Support Lead at Convert.com, refining AI support workflows and connecting assistants to internal tools with MCP.

India

Message

At Convert.com, I lead a technical support team and design AI support workflows, including handoffs and escalations. I review Convert Assistant's responses for accuracy, track support and AI performance, and connected AI assistants to internal tools and data using MCP.

At Vforesee Technologies Pvt. Ltd., I developed a Python-based REST API and a React JS single-page application for a product in stealth mode. My earlier work includes technical support for Outlook for Mac at Microsoft and developing web applications and game content across several companies.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Lead

Current

Convert.com

Mar 2021 - Present (5 years 7 months)

Lead a technical support team of about 15, including team attendance and shift scheduling. Deliver platform walkthroughs to prospective customers and design AI support workflows, integrating AI assistants with internal tools using MCP.

JavaScript HTML CSS Shopify Google Analytics SEO Intercom Fin AI Convert Assistant MCP AI Support Workflow Design Team Leadership Documentation Bug Reporting

Current

Lead Full Stack Developer

Current

Vforesee Technologies Pvt. Ltd.

Apr 2019 - Present (7 years 6 months)

Developed a Python-based RESTful API using Flask, SQLAlchemy, and MySQL, with a React JS frontend. Managed a small team using agile methodology and maintained the company's website and virtual servers on AWS.

Python Flask SQLAlchemy MySQL React HTML CSS Bootstrap NodeJS NPM Grunt Gulp Agile EC2 S3 PostgreSQL CRM

Technical Support Engineer

Microsoft

Apr 2020 - Mar 2021 (11 months)

Provided technical support for Outlook for Mac, maintaining virtual machines for testing across macOS environments. Filed detailed bug reports and collaborated with a multicultural, distributed team.

Technical Support Troubleshooting Virtual Machines MacOS Bug Reporting Communication Skills Collaboration

Client Engineer

Scientific Games

Jul 2017 - Nov 2018 (1 year 4 months)

Developed casual and social game content in HTML5 for lottery products across desktop, tablet, and mobile. Supported NodeJS/Express and C++ based web services and wrote clean, standards-compliant code in TypeScript/JavaScript.

HTML5 TypeScript JavaScript NodeJS Express C++Game Development Responsive Design

Software Developer – Full Stack

Hein Fricke India Pvt. Ltd.

Dec 2016 - Jun 2017 (6 months)

Developed web application modules using PHP, AJAX, HTML5, JavaScript, jQuery, CSS3, XML, Bootstrap, Python, and Odoo across all phases of the SDLC. Wrote clean, optimized code from scratch or by adapting existing software.

PHP AJAX HTML5 JavaScript jQuery CSS XML Bootstrap Python Odoo SDLC

Software Developer

Quinstreet Software India Pvt. Ltd.

Aug 2013 - Dec 2016 (3 years 4 months)

Developed web application modules using PHP, Java, AJAX, HTML5, JavaScript, jQuery, CSS3, XML, and AngularJS. Used Adobe Fireworks and Photoshop to edit, slice, and enhance client assets, and handled maintenance and documentation.