Summary
Overview
Work History
Education
Skills
Timeline
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SUNIL KUMAR BADDE

Support Team Lead
Hyderabad,TG

Summary

Career Objective TIVE Seeking a position in a challenging environment, that gives me an opportunity to prove my skills & abilities as Senior Product Support Engineer/Team Lead, while working towards the goals of organization. Professional Summary 9+ years of experience in technical support field, with 5+ years of software manual testing and application support engineer. Supported applications, revising, updating, creating, and improving stores. Procedures, problem solving and providing documentation as required, including root cause analysis. Install, configure, and troubleshoot our Enterprise software package by remote access means. UAT of new release installations and content. Manual Testing. Ability to derive test scenarios from user stories and use cases. Install, configure, and maintain Mac Operating System. Managing Data Backup and Recovery. Managing/Configuring Routers Ability to develop and maintain MAC support service Profound ability to juggle and schedule multiple tasks and demands on time Provide backend support for the systems to internal Customer Support staff. Tools & Best Practices: Office 365. Jira, Redmine.

Overview

10
10
years of professional experience
6
6
years of post-secondary education

Work History

Senior Software Engineer

Tarantula
Hyderabad, Telangana
08.2021 - 12.2021
  • Sunilkumar.badde@tarantula.net, Managing Team of Support Engineers, offering support to clients for various NTC’s across Asia
  • P-1 Incident Management
  • Smoke Testing
  • Handle tickets escalated from Tier2 & Tier1 from as per SLA and the severity.

Product Support Engineer

Pervacio Core Team, pervacio
08.2020 - 12.2021
  • Maintain a positive and professional attitude when working with global customers
  • Managing a 24x5 global product support center with 3 support representatives
  • Managing a Network Operation Center (NOC) and monitoring network performance on Nagios & AWS Cloud Watch
  • Collaborate with IT team to provide network performance statistical reports for both real-time and historical measurements
  • Completed regression, positive, negative, integration and functional testing to sign of latest iOS release at customer’s end.

Support Team Lead

Mobilicis
Hyderabad
12.2020 - 08.2021
  • Product Support Lead support@mobilicis.com, Managing Team of Support Engineers, offering support to clients & field engineers across globe, for various product suites
  • Reporting RCA on top call drivers and suggesting corrective measures to ensure these issues are addressed
  • Experience with leading a small team, mentoring junior team members, developing
  • T and cross training plans
  • Quality Control Management (Audit, Feedback, TNI & Coaching)
  • Process / Product Trainings
  • P-1 Incident Management
  • Support EU Process
  • Assist clients with remote deployments of various Pervacio Products in their production environments
  • Managing Europe Support which is a separate entity with in Pervacio UK Field
  • Ervices that assisted customers via Email & Skype medium
  • Documentation
  • Responsible for documentation of the following for every Mobilicis product
  • Workstation Requirements Document (Hardware/Software requirements guide)
  • Deployment Guide
  • User Guide
  • Quick Start Guide (2 Page document on how to use product)
  • End to End Screen shots document
  • Process Flow document

Product Support Engineer

Pervacio India Private LTD
Hyderabad, Telangana
11.2015 - 08.2020
  • Testing, deployment and troubleshooting over a range of mobile software products
  • Mobile and tablet device testing
  • Evaluated and documented actual test results against expected results
  • Completed regression, positive, negative, integration and functional testing to produce a bug free product
  • Evaluated and documented actual test results against expected results
  • Created Test Cases as per the requirement and executed them
  • Directly assisting Field Service Engineers and Customers on product performance issues
  • Maintain a positive and professional attitude when working with global customers
  • Mentor the newest members on the team to help them improve technical knowledge
  • Develop a systems expertise on assigned products
  • Creating bugs and cases for any issues found and following up on the same
  • Discussing issues with the field engineers and reporting them over a global network
  • Maintaining the network connection and the server stability
  • Visiting client locations for deployment and general training
  • Initiating remote sessions to diagnose and discuss probable improvements with the clients
  • Mobile testing and supply chain management
  • Assist in the preparation of service documentation
  • Managing a 24x7 global product support center with 8 support representatives
  • Managing a Network Operation Center (NOC) and monitoring network performance on Nagios & AWS Cloud Watch
  • Collaborate with IT team to provide network performance statistical reports for both real-time and historical measurements
  • Experience on AWS cloud services like EC2, S3, RDS, ELB, EBS, VPC, Auto scaling groups, Cloud watch, IAM for installing configuring and troubleshooting.

Technical support

Aptronix Begumpet
Hyderabad, Telangana
05.2012 - 04.2015
  • Support@aptronixindia.com, Resolved problems, performed upgrades, and maintained end user Mac Pc’s
  • Ensured to be available and receptive to trainings facilitated by the company
  • Install, upgrade, and optimize OS`s from Windows XP to Windows 7 and a variety of software to client specifications
  • Configure office 365 Resolved tenancy technical issues and monitored Office 365 systems
  • Planned daily activities within the guidelines of company policy
  • Maintained the orderly of work area ensuring safety of self and coworkers
  • Ensured instant alteration to any unsafe condition
  • Installed, maintained, and configured employee desktop and laptop computers
  • Performed hardware upgrades on employee desktop and laptop computers
  • Provided network access support, both general connectivity and specific service support
  • Install, configure, troubleshoot, and maintain Windows 7, XP and Mac OS X laptops and desktops as well as peripheral devices
  • Setup, manage and troubleshoot iPhones, iPads, and other smart connectivity devices
  • Managed and replaced hardware on machines including hard disk, LCD's

Education

B-Tech - Electronics and Communication Engineering

Lourdes Matha College of Science & Technology
Trivandrum
08.2005 - 05.2008

Diploma - Electronics and Communication Engineering

Noorul Islam Polytechnic, Tamil Nadu University
Tamil Nadu
07.2002 - 05.2005

Skills

Sql

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Timeline

Senior Software Engineer

Tarantula
08.2021 - 12.2021

Support Team Lead

Mobilicis
12.2020 - 08.2021

Product Support Engineer

Pervacio Core Team, pervacio
08.2020 - 12.2021

Product Support Engineer

Pervacio India Private LTD
11.2015 - 08.2020

Technical support

Aptronix Begumpet
05.2012 - 04.2015

B-Tech - Electronics and Communication Engineering

Lourdes Matha College of Science & Technology
08.2005 - 05.2008

Diploma - Electronics and Communication Engineering

Noorul Islam Polytechnic, Tamil Nadu University
07.2002 - 05.2005

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SUNIL KUMAR BADDESupport Team Lead