Technical Proficiencies:

 Professional Experience: 

Technical Support Engineer – Adobe Target and RT-CDP| Experience Cloud (Feb 2022 to Present), Adobe (Full-time), Melbourne

Technical Scope: Adobe Target, Adobe Experience Platform (AEP), Adobe Analytics, Adobe Audience Manager, Postman API, Splunk, Github, HTML, REST API, JavaScript, JSON, JQuery, SQL, CSS, Node.js, SDKs, Web Technologies and, Time Management.

Key Achievements:

• Researched and identified solutions to clients’ issues that helped them to maximise revenue on their web and mobile sites, apps, social media, and other digital channels.
• Diagnosed and troubleshot technical issues, including account setup, network configuration and integration with other solutions (such as Experience Manager, Analytics, AJO, and Campaign).
• Asked customers targeted questions to quickly understand the root cause of the problem.
• Talked clients through a series of actions, either via teams, phone, email or chat, until they’ve solved a technical issue.
• Properly escalated the unresolved issues to appropriate internal teams.
• Provided prompt and accurate feedback to customers.
• Prioritized and managed several open issues at one time.
• Followed up with clients to ensure their web properties or mobile SDKs were fully functional after troubleshooting.
• Documented technical knowledge in the form of articles and manuals.
• Maintained a 98% CSAT rating throughout this role.
• Conducted several Expert Sessions and Knowledge Transfers to educate the customers on the Target and AEP product features and enabled them to utilise the product according to their use case.
  
   

Lead Web Developer / Support Desk Manager (May 2020 to Feb 2022), Practiceedge  (Full-time), Melbourne

Technical Scope: HTML, CSS, PHP, Laravel framework, JavaScript, jQuery, WordPress, Activecampaign, Mailchimp, Infusionsoft and Project Management.

As a Lead Web Developer and Support Desk Manager, I collaborate with internal and external stakeholders to gather requirements to design, implement and test the functional specifications of the web applications.

Key Achievements:

• Designed and developed Geo-Directory websites for the local traders association according to the approved prototype.
• Designed and developed a community website that registers users to the courses/programs and generates invoices.
• Designed and developed multiple eCommerce websites using WooCommerce, Shopify, Opencart and Prestashop.
• Created appropriate web hosting packages using LVE manager, which significantly reduced the server load.
• Managed multiple client websites and kept them up to date with the latest technology.
• Designed & developed Dashboards & reports using Tableau and SQL queries to assist with KPI tracking.
• Implemented backup solutions using Amazon S3 for multiple servers.
• Documented numerous website development and server management processes that helped team members in critical situations.
• Integrated CRMs like Infusionsoft, ActiveCampaing and Mailchimp to a large number of clients’ web applications. 
  
  
  

Web Developer / Project Manager (April 2019 to May 2020 ),  Traffic Radius (Full-time), Melbourne

Technical Scope: HTML, CSS, PHP, JavaScript, jQuery, WordPress, Project Management and Angular 7.

As an on-site Lead Web Developer & Manager, I collaborate with diverse clients to gather requirements to design and implement functional specifications. Manage offshore teams during design, development and testing phases to deliver quality products achieving 100% client satisfaction. I succeeded in running the projects within budget and time while managing the risks and escalations. I was teamed with clients in conducting training for a successful change management process as part of the Business transformation.

Key Achievements:

• Steered compound design thinking sessions with Clients to streamline requirements.
• Formed and managed high-performing technical teams.
• Implemented robust testing process & training.
• Developed Key metric tracking reports using advanced SQL and jQueries.
• Reengineered a simple yet manageable development process for the best team collaboration.
• Experienced in writing efficient code. Creating websites using scripting or authoring languages, management tools, content creation tools, applications and digital media.
• Implemented contingency plans in case the website goes down.
• Launched several Linux virtual machines with Amazon EC2 instances and created security groups for those instances to provide security at the protocol and port access level.
  
   

IT Software Engineer (Oct 2016 to April 2019), Real Wealth Australia (Casual), Melbourne

Technical Scope: HTML, CSS, PHP, JavaScript, WordPress, and Angular 7. 

Managed design, development, and maintenance of multiple company websites using HTML 5, CSS, JavaScript and PHP programming. Improve the company’s search engine presence across all mediums by creating and executing robust strategies in close collaboration with external contractors. Install and manage company internal NAS and Internet Information Services (IIS) based application server to deliver powerful hosting and development for web applications and services. Upgrade and monitor network and Microsoft Exchange infrastructures to confirm continuous availability to all users. Hold accountability for Sys-Prepping and deploying Windows-based tablets provided to company clients using Microsoft Deployment Toolkit (MDT) server-client environment.

Key Achievements:

• Architected & and built an eCommerce website (using WooCommerce) to sell products online, resulting in increased company sales by 58%.
• Designed and Created Data Forms (using JavaScript, CSS and HTML 5) to collect and validate data from users, which improved the completion rate by 55%. Which in turn increased the sales leads for the organisation by 30%.
• Automated Data load process for user roles and validation
• Created proper and efficient automated 2-tier secure backups of all web servers, databases, app servers, NAS servers, and all workstations for continued availability and disaster recovery.
• Planned and executed new and improved marketing automation campaigns by evaluating, maintaining, and optimising customer relationship management (CRM) tools.
• Implemented rigorous processes for cross-browser testing in IE, Mozilla and Chrome, which corrected layout issues on four main site pages.

Education and Training:

Master’s Degree in Information Technology and Master of Business Administration, 2016 | James Cook University

Bachelor’s Degree in Electronics and Telecommunications Engineering, 2012 | Anna University, Chennai

Certifications

Adobe Certified Master – Adobe Target Architect
Adobe Certified Expert – Adobe Target Business Practitioner
Adobe Certified Expert – RTCDP Technical

Professional Development

Attended NQ IT Industry Conference | Attended IT Industry Development Session

Attended Future Engineers Conference | Undergone In-Plant training in BSNL Telecommunication India

Attended a Workshop on “Transmission and Distribution” | Attended a Workshop on “Smart Materials”, IIT Chennai

Professional Membership

IT@JCU, Member, 2013 to Present | Engineers Australia, Member, 2016 to Present | Australian Computer Society, Member, 2016 to Present