Mansi Doshi's Email

Motivated self-starter software developer with experience in providing excellent software testing and production support once the product is out in the field including lifecycle management. Possess strong analytic skills, extensive technical proficiency and a penchant for solving complex problems with innovative solutions. I am extremely customer focused and believe that customer satisfaction is of utmost importance. This customer could be an internal client using our software as a API service or a external client paying for functionality offered. In either case it is critical to provide timely update and a satisfactory solution. My initial focus is to give a workable workaround type solution to unblock and then work with the software dev team to find a long term fix. I have a knack for understanding complex business rules and keeping those front and center of solutions that I propose. I love the challenge of facing a problem and figuring out why and when we get into those situations and subsequently finding a solution to tide over the current production issue and at the same time develop a long term solution.

Senior Technical Support Engineer @ From October 2015 to Present (1 month) San JoseTechnical Support Engineer @ • Part of 8 member team that provides first line support for Flexera's flagship software products. We make extensive use of SalesForceDotCom's SAAS to manage customer issues and escalations. • On an average I work on 50-60 issues a month and only 1-2 need to get escalated to 2nd line support. • Key to a timely resolution is the ability to reproduce the errors or functional issues that the customer is facing. My excellent listening capabilities combined with my analytical skills and in-depth knowledge of our product helps me reproduce these easily in our lab. • I am very comfortable with setting up Virtual Machines (VMWare - HyperV, ESXI) for every issue that I work on that requires environment setup. • At times were it is not possible to replicate the environment due to complex setup at client-site I make use of remote software such as WebEx etc. • While troubleshooting we make use of SOAPUI to make webservices calls. • I am quick to assess the situation and if the customer is completely blocked the goal is to get the customer unblocked as soon as possible and follow up with long term fix. In the process I file bugs directly with the engineering teams. • In order to help the team I actively contribute to our knowledge base as I encounter unique situations to help team resolve similar issues quickly. • I pretty much have black-box regression suite setup that engineering leverages to certify releases. • I am very comfortable doing functional testing • I am very much interested in writing regression and automated tests for software being developed. From March 2012 to Present (3 years 8 months) San JoseTechnical Support @ •As a key member of global enablement and response team for successful migration of an enterprise CRM application from Seibel to Sales Force platform. •I was in-charge of addressing, coordinating, and managing all aspects of worldwide escalated technical issues. •Successfully managed issues priorities, customer expectations, developer discussions and issue turnaround time. From August 2011 to December 2011 (5 months)

Master of Science (M.S.), Computer Engineering @ Santa Clara University From 2013 to 2016 Bachelor of Science (B.S.), Computer Science @ SNDT College of Engineering. From 2008 to 2011 Associate Degree, Computer Technology @ University of Mumbai From 2004 to 2008 Mansi Doshi is skilled in: CRM, Management, Salesforce.com, Testing, Virtualization, Enterprise Software, Unix, Linux, SQL, Operating Systems, Storage, Troubleshooting, Windows Server, Microsoft SQL Server, Technical Support