Open to opportunities

Shashikala Patil

@shashikalapatil

Message

Results-driven Product Support Engineer & DevOps Specialist.

India

Message

What I'm looking for

I am looking for a role that fosters growth, values collaboration, and emphasizes innovative solutions.

I am a results-driven Product Support Engineer and DevOps Specialist with a strong focus on AI-driven product support and customer success. My experience spans across technical support in SaaS/B2B environments, where I have honed my skills in documentation, training, and collaboration with engineering teams to enhance product functionality.

At Convin.ai, I have successfully provided technical support for AI-driven products, ensuring customer satisfaction through timely issue resolution. My role involves creating user documentation and training materials, managing tickets using tools like Jira and Freshdesk, and monitoring system health with Grafana. Additionally, my experience as a Game Moderator at Roblox Gaming Company has equipped me with the skills to enforce community guidelines and resolve user-reported issues effectively.

With a background in cloud technologies and a commitment to continuous improvement, I am dedicated to enhancing product adoption and delivering exceptional customer experiences. I thrive in dynamic environments and am eager to contribute my expertise to a forward-thinking organization.

Experience

Work history, roles, and key accomplishments

Current

Product Support Engineer

Current

Convin.ai

Aug 2024 - Present (10 months)

Provided technical support for AI-driven products, ensuring customer satisfaction and timely issue resolution. Collaborated with engineering teams to resolve escalated issues and enhance product functionality, while also creating user documentation and training materials. Managed and resolved tickets using Jira, Freshdesk, and Intercom, and monitored system health with Grafana and Zenduty.

Technical Support Jira Freshdesk Intercom Grafana Zenduty RabbitMQ Documentation Customer Satisfaction

Game Moderator

Ienergizer

Jan 2023 - Present (2 years 5 months)

Monitored and moderated user-generated content, enforcing community guidelines and investigating user-reported issues including chat violations and scams. Collaborated with the Trust & Safety team to improve moderation strategies. Utilized JIRA for bug tracking and test management.

Content Moderation User Support Jira Issue Tracking

DevOps Engineer

Accenture

Jan 2021 - Present (4 years 5 months)

Administered Git repositories, ensuring version control and smooth code collaboration, and solved tickets related to software defects. Conducted Knowledge Transfer sessions for onboarding new employees. Managed SonarQube administration to enhance code quality.

DevOps Git Version Control SonarQube Software Development

Education

Degrees, certifications, and relevant coursework

SKSVMACET - VTU

Bachelor of Engineering (B.E.), Information Science

Grade: 8.9 CGPA

Studied core concepts of Information Science, including various engineering principles. Gained foundational knowledge in the field. Graduated with a strong academic record.