ABIRAMI KARTHIKEYAN
Summary
Experienced technical support engineer with 4+ years of expertise in delivering exceptional technical assistance and seamless issue resolution, driving client satisfaction, and maximizing sales potential. With commitment to constant learning, looking for an opportunity to contribute towards the growth of an organization.
Overview
6
6
years of professional experience
Work History
Technical Support Engineer
SAP LABS INDIA
08.2022 - Current
- Served as a primary point of contact for customers, providing prompt and expert technical and non-technical assistance through various channels, including team calls and service tickets.
- Developed and implemented a knowledge base and blog strategy, decreasing customer effort by 80% and improving overall efficiency.
- Analyzed and identified product bugs and logged bugs in the ticketing system, which enabled opportunities to work closely with the development team, resulting in product quality improvement by addressing bugs prior to production releases.
- Acted as a trusted consultant, providing actionable insights and solutions to customers facing implementation obstacles.
- Operated in a fast-paced, 24/7 environment, delivering continuous support to ensure uninterrupted customer satisfaction.
SUPPORT ENGINEER
UST GLOBAL
08.2021 - 08.2022
- Conducted vigilant monitoring of the BMW web application and live services, detecting and addressing bugs before they impacted users, ensuring a seamless customer experience.
- Designed and developed a SQL query to extract and analyze sales data, identifying failed transactions and providing actionable insights to senior sales teams, enabling data-driven decision-making.
- Worked closely with developers to debug and troubleshoot application issues, implementing effective solutions to ensure optimal performance and minimize downtime.
PROGRAMMER
COGNIZANT TECHNOLOGY SOLUTIONS
08.2018 - 01.2020
- Facilitated customer access to the application, configuring and managing permissions, to ensure a hassle-free and secure user experience.
- Addressed and resolved customer concerns regarding application access, utilizing both the ticking system and phone support to deliver effective solutions and exceptional customer service.
- Compiled and presented daily sales reports to higher authorities, providing valuable analytics and recommendations to enhance application performance, sales, and overall business success.
- Coordinated and managed team activities, prioritizing tasks, and ensuring successful project delivery within tight deadlines.
Education
MASTER OF COMPUTER SCIENCE -
ANNA UNIVERSITY
02.2021
BACHELOR OF COMPUTER SCIENCE -
SRM UNIVERSITY
05.2018
Skills
Python
Java
C
SQL
Accomplishments
Gold Medalist: Awarded three times in university for the consistent and excellent performance in
mathematics between 2016 and 2017.
Languages
TAMIL
Bilingual or Proficient (C2)
ENGLISH
Upper intermediate (B2)
Timeline
Technical Support Engineer
SAP LABS INDIA
08.2022 - Current
SUPPORT ENGINEER
UST GLOBAL
08.2021 - 08.2022
PROGRAMMER
COGNIZANT TECHNOLOGY SOLUTIONS
08.2018 - 01.2020
MASTER OF COMPUTER SCIENCE -
ANNA UNIVERSITY
BACHELOR OF COMPUTER SCIENCE -
SRM UNIVERSITY