Abhishek Maheshwaram

Development Engineer - Senior Software Developer (Jan 2019 – Mar 2024) At HSBC, I spearheaded the NextGen ATM Migration, expertly transitioning HSBC’s ATM Frontend from WINCOR to KAL software amidst the challenges of the pandemic, ensuring timely delivery. I led pivotal technological innovations, such as implementing envelope-free deposits and advancing the Windows 10 ATM software upgrade, significantly boosting ATM performance and functionality. As the Subject Matter Expert (SME) for both the ATM frontend (KAL-K3A) and monitoring tool (KAL-KTC), I optimized operational processes and drove efficiency gains across the ATM network. I also pioneered the establishment of an advanced ATM Testing Lab, enabling cutting-edge testing and guaranteeing full regulatory compliance. With a focus on seamless operations, I oversaw the ATM software lifecycle, ensuring continuous uptime, robust system security, and compliance with ever-evolving industry standards. My leadership in 24/7 production support and disaster recovery planning ensured uninterrupted ATM services, mitigating critical incidents and enhancing system resilience. Helpdesk Specialist II (Feb 2014 – Dec 2018) In my role as Helpdesk Specialist, I took ownership of HSBC's ATM fleet operations, maintaining optimal uptime and swiftly resolving complex technical issues. I led critical projects such as the NCR Aptra Vision Upgrade and the HP Non-Stop Hardware Upgrade, driving system enhancements and operational reliability. As the Subject Matter Expert in ATM monitoring processes, I leveraged tools like Base24, TACL, and NCR Aptra Vision to fine-tune performance, while collaborating with security teams to proactively prevent fraudulent activities. My data-driven insights through Gasper Vantage reports played a key role in improving ATM availability, operational efficiency, and overall service delivery.

I consistently surpassed sales targets, driving 20%+ service sales and achieving recognition as the top performer, exceeding $10,000 in sales on multiple occasions during high-profile VIP Sale Days. My expertise in sales and customer engagement helped me build lasting customer relationships, contributing significantly to the store's revenue growth and customer satisfaction.

Joined under the Access+ Security Access Management team involved in assisting LOB users by ensuring properly authorized system access in a timely and secure manner. Rose to be Tech Ops Technician (Service Desk Lead) and functioning as Subject Matter Expert (SME) for Off-boarding process of Retail, Consumer Direct, Loan Servicing and Default LOBs; creating profiles as per the job roles under the Mortgage Banking LOB of JP Morgan Chase; SPOC for all queries on Off-boarding process / projects for various sites; training team members (onsite & offsite) on the On/Off-boarding process. Highlights: • Helped in creation of test scripts and performing tests on the development of ‘Access Plus On/Off Boarding System’, a web-based application to accept requests. • Report generation using SQL Navigator for weekly performance reviews. • Maintained 100% Level1 SLA compliance for Off-boarding process requests. • Effectively imparted training to the teams in USA & Manila on On/Off-boarding processes under Retail, Consumer Direct and Loan Servicing & Default LOBs. • Guided team in completing project ‘Mortgage Banking Expense Reduction Program’ of 1216 users in 7 days. • Developed a mechanism to maintain and report exact productivity of each team member using MS Access Database as a part of ‘Project of Actual Units Worked’. • Initiated a project on ‘Cost of Off-boarding terminated users’ to understand cost of duplicate requests to terminate user accesss. • Checked audit parameters and conducted 413 quality checks for the entire team. • Coordinating with the Global Central Support Central Audit team and updating them on applications. • Trained new team members under the group including US & Manila teams on the process. • Created and maintained process documents of various process changes with the group.

Joined as Customer Service Executive, rose through promotions to be Branch Operations Manager, steering branch operations & customer service functionalities of Hitec City, Madhapur Branch in Hyderabad. Coordinated with various departments for smooth functioning of branch operations; analyzed business requirements; minimized costs; converted branch into a profit center; achieved Six Sigma operational processes; ensured compliance with processes, IRDA and Company regulations / policies; trained team on products, underwriting, etc.; contests, sales & recruitment campaigns, R&R programs. Highlights: • Successfully contributed Rs. 4.8 million received premium in FY 2009-10 for Hitec City Branch against a target of Rs.4 million; investments comprised of Senior Management of Top Corporates like Microsoft, Infosys, HSBC, Apollo Tyres, etc.); average received premium, worth over Rs. 1+ lac from 25 clients. • Ranked 18th of 380 in the State/Province as per sales initiative, Service to Sales in FY 2009-2010. Appreciated by the Zonal Manager for maintaining Six Sigma in new business issuance for 5 consecutive months. • Appreciated by the Sales team during the Green Brigade Award function in Feb 2008. Received Howzzat Award for independent processing of 780 Advisor recruitment applications in the Rayalaseema cluster (Aug 2006). • Received Certification for Excellence from the Territory Manager of the Rayalaseema cluster Sales team for delivering boundary less support (Feb 2007)