ASHWINI PANDEY
Kuala lumpur
Summary
Versatile Technical Solutions Engineer with 6 years of experience in Incident Management, Technology Solutions and Business Analysis. Adept at evaluating and resolving complex technical issues, providing efficient solutions and ensuring client satisfaction. Experienced in Stakeholder Management, coordinating with various business units to align technical solutions with organisational goals. Currently seeking a challenging opportunity to leverage my skills in delivering innovative solutions and driving Business success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Support Engineer
Moving Walls
Kuala lumpur, Malaysia
02.2025 - Current
- Managed client and internal support issues via Zoho Desk to ensure timely resolutions and adherence to service level agreements.
- Provided technical support for MovingWalls adtech platforms, including LMX (SSP) and DSP solutions.
- Gained hands-on experience with LMX platform content, SSP and DSP workflows, and campaign operations.
- Created and maintained Confluence documentation, including troubleshooting guides and information galleries for teams and clients.
- Collaborated with product engineering and operations teams to investigate issues, perform root cause analysis, and implement solutions.
- Supported issue triage testing and validation across releases to enhance platform stability and client experience.
- Developed a strong understanding of the digital advertising ecosystem, including inventory management and campaign reporting.
Technical Solutions Engineer II
Livspace
03.2022 - 04.2023
- Was responsible for managing client companies for their office and warehouse interior projects, serving as the primary point of contact for all Level 2 requests, incidents and inquiries.
- Gathered client requirements, liaised with design and development teams, pitched solutions, managed iterations and oversaw User Acceptance Testing (UAT) and the implementation of the final solutions.
- Successfully managed relationships with 4 dedicated client companies, ensuring high levels of client satisfaction
- Efficiently streamlined the communication process between clients and internal teams, resulting in a 20% reduction in project turnaround time
- Resolved over 250 critical marked issues in short time thereby achieving the highest Customer Satisfaction (CSAT) feedback for excellent project management and communication skills
- Collaborated in implementing Agile methodologies in the team’s ways of working to deliver iterative and client-focused solutions efficiently
Senior Solutions Engineer
RazorPay
10.2021 - 03.2022
- Was responsible to conduct comprehensive product demonstration of our payment gateway solution to potential and onboarded clients and see through the implementation and integration of the product to their e-commerce platforms.
- Successfully conducted over 20 product demos, contributing to a 20% increase in client onboarding success
- Collaborated closely with cross functional teams, including developers & stakeholders throughout the SDLC to ensure successful payment gateway integration
- Led the integration of the product with 3 major e-commerce platforms, enhancing client satisfaction and retention
- Consistently received positive feedback for delivering tailored solutions and enhancing customer success
- Contributed to a 30% reduction in client support tickets related to integration issues through effective training and documentation
Technical Solutions Engineer
DealerSocket
08.2020 - 10.2021
- Was responsible for addressing technical issues in our website that was used by automobile dealers to improve their sales.
- Utilized Salesforce (CRM tool) to manage and track customer interactions, ensuring timely resolution of support tickets
- Diagnosed and resolved technical issues related to both the website and the CRM system
- Worked closely with sales, marketing and technical teams to provide comprehensive solutions to customer issues
- Led the team to increase the ticket resolution rate to 90% from 40%
- Recognized as employee of the month 3 times for outstanding deliveries
Software Engineer
Aptean
04.2019 - 10.2019
- Was responsible for ensured continuous and uninterrupted access to up-to-date patent data, contributing to the overall productivity of the team.
- Effectively managed incremental builds with the help of scripting language
- Regularly managed and updated patent data for scientists using GQ Lifescience's platform
- Ensured accuracy and timeliness in data entry and updates, maintaining high data integrity standards
- Conducted complex SQL queries to retrieve, update, and analyse patent data
Customer Service Associate
Accenture
01.2019 - 03.2019
- Worked for an educational industry providing support for the front-end changes and requests from the customers
Junior Engineer
Harman Connected Services
09.2017 - 05.2018
- Managed live feedback of scores and payment modes through a robust ticketing system, ensuring timely and effective customer service
- Documented procedures, created user guides, and provided training to team members, facilitating knowledge sharing and skill development
Engineering Intern
Bharat Electronics Limited
03.2017 - 09.2017
- Was trained in Linux Operating System, Shell Scripting and project presentations
- Shadowed experienced project heads and learnt the operating procedures of the department
- Was entrusted with the task of noting meeting points and was given the opportunity to contribute to small code changes
- Selected as an engineering intern in the Council of Scientific & Industrial Research (CSIR) department of Bharat Electronics Limited (BEL) which leads the R&D in diverse Science & Technology areas
Education
B.E - Computer Science Engineering
Brindavan College of Engineering
Bangalore04.2016
Higher Secondary School -
Kendriya Vidyalaya
Bangalore04.2012
Skills
- Linux and shell scripting
- AI tools
- SQL and MySQL
- Postman and API testing
- Java programming
- Salesforce CRM
- Jira and Confluence
- Microsoft Office Suite
- Google Workspace applications
- Communication skills
Certification
- Mandarin Language HSK 1, 2024-06-01
- Certified Scrum Master, 2023-03-01
Custom Section
Indian Armed Forces – Service Selection Board (SSB), Dehradun, Uttarakhand, 2018-09-01, Successfully completed the selections at SSB AFSB, Dehradun in September 2018 where I faced and overcame challenges of immense physical and mental fitness exercises for a period of 5 days. Was among the top 150 candidates in the final selection round out of the 320 Women who enrolled for Service Selection. Received token of appreciation for succeeding in one of the toughest examinations of physical and mental strengths.
Websites, Portfolios and Profiles
www.linkedin.com/in/ashwinipandey03
Hobbies and Interests
- ART: Mandala, Pointillism and Dot
- PAINTING: Oil, Acrylic and Pencil
- READING: fiction and non-fiction novels
Languages
English
Proficient
C2
Hindi
Proficient
C2
Accomplishments
- Recognized as “Employee of the Month” (2 times) at DealerSocket for consistently delivering timely incident resolutions and going above and beyond to ensure exceptional client satisfaction.
- Received Internship Excellence Award at Bharat Electronics Limited (BEL) for outstanding performance, dedication, and proactive contributions during the internship tenure.
Timeline
Support Engineer
Moving Walls
02.2025 - Current
Technical Solutions Engineer II
Livspace
03.2022 - 04.2023
Senior Solutions Engineer
RazorPay
10.2021 - 03.2022
Technical Solutions Engineer
DealerSocket
08.2020 - 10.2021
Software Engineer
Aptean
04.2019 - 10.2019
Customer Service Associate
Accenture
01.2019 - 03.2019
Junior Engineer
Harman Connected Services
09.2017 - 05.2018
Engineering Intern
Bharat Electronics Limited
03.2017 - 09.2017
B.E - Computer Science Engineering
Brindavan College of Engineering
Higher Secondary School -
Kendriya Vidyalaya