FNU Zartashea

R&D and development of DeepNPS module.
R&D and implementation of support analytics.
Creation and management of a valid support channel.
Work on the chatbot for enhancing the customer experience.
Designed and coded application in an agile environment utilizing a test-driven development approach.
R&D on AI-based Chatbot - Data Analysis and development.

System Development And Migration:
Design/create and implement system migration utility.
Supervising the data migration from start to end (From old system to ESW's Central Support systems).
Analysis of data to find out business crucial details.
Mapping of data to the new systems.
Consultation on development/update for migration tool (Automation of data retrieval from the legacy system via API, DB, CSV and importing into target system via API)
30 successful data and process migrations including Saas systems including Zendesk, Salesforce, Kayako, Oracle Right Now, Serena, Pivotal, Jive, Aircall.

System Management:
Supervising the management of Zendesk and other systems for Central Support.
Consultation and implementation of automated support processes.
Training and managing sub-teams for system management and optimization of automated processes.
Data Analysis for Central Support's first AI-based chatbot's processes (Alan).
Business consultancy for the development of AI based ticket routing to agents.

Key Responsibilities Handled
-R&D and implementation of technical challenges in application (e.g Automation of Support via ChatBot, ActiveX substitute for scanning and printing, automation of customer onboarding process and data migration)
-Designed and coded application in an agile environment utilizing a test-driven development approach
-Created and maintained project schedule, risk analysis and technical documentation and acted as liaison between business analysis, QA, development team and client training team.
-Lead a team of 4 high performing engineers and running team day to day and meeting weekly, quarterly goals.
-Defining & implementing processes and best practices for continuous improvement of the team’s output.
-Training for newly onboarding clients as well as resources.
-Technical support for the clients.
-Technologies: ASP.NET Webforms, MVC, HTML5, CSS, SQL Server, Windows Forms, C#, IIS, Javascript, Entity Framework, Rest & SOAP services, Window Services, Visual Studio, Postman, AWS services, DialogFlow