Shivam Painuly

AUTOMATION LAB

Turning recurring operational friction into systems that do more of the work.

A showcase of automation and process-optimisation work from my professional experience. The numbers below are the impact stated in my resume; the workflow descriptions explain the operating pattern without exposing confidential product details.

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TRIGGER

A customer concern enters the chatbot workflow.

LOGIC

Reviewed workflow paths and decision logic with product and engineering teams to identify unnecessary branches, ambiguity and opportunities for better routing.

SYSTEMS

Chatbot workflow · Product systems · Engineering logic

HUMAN HANDOFF

Complex or unresolved cases continue through the appropriate support path rather than being forced through an automated branch.

OUTCOME

A more efficient, consistent customer workflow with clearer decision paths.

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TRIGGER

A recurring customer concern reaches the operational workflow.

LOGIC

Worked with cross-functional and engineering teams to identify repeatable handling steps that could be automated rather than manually processed.

SYSTEMS

Operational workflow · Engineering automation · Customer support process

HUMAN HANDOFF

Exceptions and cases outside the automation criteria remain available for human handling.

OUTCOME

Reduced manual effort by 7% while preserving an escalation path for exceptions.

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TRIGGER

A system trigger creates a reconciliation event that may represent a false positive.

LOGIC

Engineered an automated reconciliation feature to validate the event and eliminate false-positive system triggers before they generated unnecessary support work.

SYSTEMS

Reconciliation logic · Automated system triggers · Support workflow

HUMAN HANDOFF

Only events that require investigation continue into the support workflow.

OUTCOME

Decreased support ticket volume by 9% by removing false-positive triggers from the workflow.

PROCESS OPTIMISATION

Not every improvement needs a new product.

PROBLEM

Operational procedures needed consistent execution across teams and new joiners.

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APPROACH

Converted process knowledge into SOPs, BRDs, process flows and knowledge-base content.

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RESULT

More repeatable execution and easier onboarding.

PROBLEM

Windows and access issues required structured troubleshooting within SLA.

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APPROACH

Applied systematic diagnosis across Windows, Active Directory, IAM and DHCP environments.

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RESULT

Repeatable troubleshooting and cleaner escalation paths.

PROBLEM

Repeated concerns can indicate deeper product or workflow issues.

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APPROACH

Grouped recurring themes and surfaced patterns for product and operations stakeholders.

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RESULT

Better visibility into root causes and improvement opportunities.

BOUNDARIES

The work, without exposing confidential details.

This portfolio intentionally describes systems at the workflow and outcome level. Confidential product names, internal tooling, customer data, proprietary decision rules and operational security details are not reproduced.

Talk about the work

Turning recurring operational friction into systems that do more of the work.

Chatbot Workflow & Decision Logic Optimisation

Customer Concern Automation

Automated Net-Zero Reconciliation

Not every improvement needs a new product.

The work, without exposing confidential details.