Goutham Dhanabalan

• Company Overview: Espressive is a pioneering leader in AI-driven workplace automation solutions
• Python automation techniques to streamline processes, significantly improving both operational efficiency and user engagement with AI tools
• My dedication to enhancing AI bot functionality ensures dependable and accurate user support
• I excel in troubleshooting and resolving complex technical issues, contributing to the enhanced performance and reliability of our systems
• With a solid foundation in Unix and Linux system administration, I support the backbone of our technology infrastructure
• Moreover, I adeptly handle urgent customer problems in busy settings, delivering prompt and effective solutions
• Espressive is a pioneering leader in AI-driven workplace automation solutions

Production Support Manager | Cigna HealthEView (HEV) – Rewards-Based Application

• Managed the support and maintenance of applications, ensuring efficient and secure operations.
• Led a team of support engineers to maintain 24/7 production system stability.
• Developed and implemented processes to enhance efficiency and reduce downtime.
• Collaborated with cross-functional teams to identify and resolve issues promptly.
• Maintained and updated documentation for support processes and procedures.
• Monitored system performance and implemented proactive measures to prevent interruptions.
• Trained staff on new software applications and updates for smooth transitions.
• Managed HEV, a rewards program incentivizing customers for their health achievements.
• Ensured seamless operation and support for HEV, optimizing system performance.
• Developed and enhanced HEV reward processing workflows to improve user experience.
• Collaborated with business stakeholders to refine program criteria, reward structures, and eligibility.
• Implemented automation for support tasks, reducing manual efforts and increasing system reliability.
• Provided data insights and reports on HEV program performance to drive strategic decisions.

• As a Production Support Engineer at Cigna, I was responsible for supporting and maintaining applications to ensure they operate efficiently and securely
• Diagnosed and resolved software and application issues, minimizing downtime and impact on business operations
• Maintained application performance by tuning software solutions and optimizing resource use
• Monitored system performance and conducted regular audits to ensure compliance with internal policies and regulations

• As a Systems Engineer at CenturyLink, I was responsible for overseeing the support and maintenance of applications, ensuring their optimal performance and security
• Diagnosed and resolved product related issues through meticulous troubleshooting and problem-solving efforts
• Collaborated with cross-functional teams to implement process improvements and increase efficiency in customer support
• Maintained thorough documentation of support processes and product updates to streamline communication and training initiatives
• Conducted comprehensive testing and analysis of new product features to ensure compatibility and optimal performance

• Experienced in designing, coding, testing, and managing software applications across full development lifecycle
• Developed, maintained, and enhanced web applications using C# and .NET framework
• Collaborated with cross-functional teams to gather and define customer requirements
• Designed and implemented efficient database solutions using SQL Server
• Troubleshot and optimized code to improve performance and scalability
• Participated in code reviews and contributed to best practice coding guidelines