HI, I'M
I help customers feel heard,
teams move faster,
and systems stay reliable.
FROM ISSUE TO SYSTEM
Each started as a recurring support problem. Each became a clearer workflow, a stronger fix, or a system the team now relies on.
BILLING · AUTOMATION
BEFORE
Manual database queries & exports, human calculations, 6 hours every billing cycle
AFTER
Databricks pipeline runs automatically. 10 minutes. Every time.
The process had no owner and no timeline. It does now, and it runs itself.
finance + back-office rely on this monthly ✓
INCIDENTS · KNOWLEDGE
BEFORE
20 min per report, copy-pasting into AI, often skipped entirely
AFTER
Structured RCA in seconds. Whole team uses it. Zero training needed.
Now the whole team files them in seconds. No training. No friction. Just done.
3 to 4 incidents per day · 5 people · daily use
WORKFLOW · BEHAVIOUR
BEFORE
Incidents unlogged. No ticket trail. No SLA. No visibility, hence no improvements
AFTER
Every incident becomes a Jira ticket automatically. No extra steps.
Removed the manual step. Slack → Jira automatic. Behaviour changed.
the insight was behavioural, not technical
DB QUERIES · AGENTS
BEFORE
6 manual SQL queries per mFRR verification. One mistake affects live energy settlements.
AFTER
Rovo agent reads the ticket and writes the correct queries.
Now the right query arrives with the ticket. The error vector is gone.
high stakes: errors affect live energy markets ⚡
SUPPORT · AI AGENT CREW
BEFORE
Every ticket waited for a human to start. Gathering context ate the first hour, for support and engineering alike.
AFTER
Every ticket arrives with the investigation already done: context pulled from 6+ sources, cited, safety gated. The human starts at the decision.
We didn't automate the support engineer. We automated the first hour of every ticket, and made it prove its work.
10 to 20 minutes per investigation · humans approve every action ✓
HOW I WORK
Recurring issues usually point to a gap in the process, the documentation, or the system itself. My job is not just to close the ticket. It is to make sure the same issue is less likely to happen again.
I write playbooks, RCAs, and runbooks because support knowledge should not depend on memory. Good documentation turns individual experience into team infrastructure.
I use automation to reduce manual work and remove avoidable risk. The goal is not speed alone. It is clarity, consistency, and fewer chances for human error.
INFRASTRUCTURE & PRODUCTION
INCIDENT & SUPPORT OPERATIONS
DOCUMENTATION & KNOWLEDGE SYSTEMS
AUTOMATION & AI
THE RECORD
Each role expanded my scope from resolving issues to improving workflows, documentation, automation, and the systems behind the work.
MAR 2023 → PRESENT
Senior Technical Support Engineer · Amsterdam, Netherlands
Built automation, documentation, and support systems for a production-facing support function.
AUG 2021 → FEB 2023
Support Engineer · Estonia (Remote)
Scaled knowledge and reduced escalations through stronger documentation and engineering collaboration.
APR 2020 → AUG 2021
Software Support Engineer · Pune, India
Improved reporting and troubleshooting workflows across enterprise environments.
OCT 2017 → APR 2020
Systems Engineer · Vadodara, India
Built the foundations: support discipline, automation habits, and documentation ownership.
EDUCATION
Gujarat Technological University · Vadodara, India · 2017
CGPA 9.0 / 10
LET'S TALK
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