Cricket
Akash Sathyan
Lead - Technical Support Engineer
Bengaluru
Summary
Customer-focused professional with successful 7+ year career in IT sector. Collaborative leader with dedication to work with co-workers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
4
4
Languages
Work History
Acting Lead - Frontline Technical Support
Cloud Software Group (Citrix)
06.2020 - Current
- Drove customer satisfaction by prioritizing feature requests based on detailed analysis of user feedback and market trends.
- Mentored junior engineers through regular 1-on-1 meetings, providing guidance on best practices, case management standards, and career growth opportunities.
- Supervised architecture, design and implementation of company-wide platforms and applications.
- Coordinated deployments of new software, feature updates and fixes.
- Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
- Estimated work hours and tracked progress using Scrum methodology.
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
- Supervised work of Technical & Customer Service Engineers and monitored performance against targets or KPIs.
- Active Case audits to ensure the quality of the support provided.
- Reviewing escalation cases & approving them to the next level team for an Engineering fix.
- Monitoring the Process Queues & Incoming volume. Help staff relevant engineers when in need.
Sr. Product Consultant
Mitsogo Technologies Pvt. Ltd.
6 2017 - 9 2019
- Provide L2/L3 support, interact & assist with end users to provide and process information to any queries, concerns & requests about the MDM policies & setup issues
- Manage Customer issues & document them (ZohoDesk & Zendesk Ticketing, Zip Books (Invoice Processing), HubSpot & Zoho CRMs.
- Raise the critical issues to the teams (development/integration) on Click Up - project management tool
- Handle Production Issues related to App Management, Email management (IMAP/POP), Asset Management, Data Management & Tracking, Threat Management & Policy Management in the MDM software on Windows, MacOS, Chrome Book, iOS & Android.
- Take Remote Sessions on the customer end (on approval) when necessary using CISCO WebEx.
- On-site & Online Product training with Product Demos targeted on the customer use case.
- Weekly or Monthly internal power point presentations & discussions for feature release meetings
- Client management & Corporate Meetings for Business Establishments
- Managed team of 7-8 direct report professionals
- Mentored junior team members (10-20) to improve performance
- Interviewed & trained new selected candidates
- Initiated programs that standardize the training & ensure maximum efficiency
- Evaluated employee performance & work areas, set goals and developed improvement plans
Operations Engineer
Mobme Wireless Solutions Pvt. Ltd.
09.2015 - 04.2017
- Handling USSD services in 3 circles AP, Kerala and TN
- Server and Product installation
- Stack version upgrade and production issues
- Network Troubleshooting and live testing for Flytxt Integration
- Base refresh and MySQL backup and restoration monthly
- Installation and Running of Company product ZULO and Telescale
- Production and Network issues from 9am to 9pm
- DB Cleanup and MySQL data fetching
- Generating and providing daily and monthly reports (MIS, MTD, Hourly, Weekly and Monthly)
- Hourly automated MySQL bash scripts and monitoring services using alarm system interface
- Provided IVR data and fixing issues
- Sound files upload
- Approval of voice files
- Data fetching.
Education
B.Tech (ECE) -
TKM Institute of Technology, Cochin University of Science & Technology (CUSAT)
06.2010 - 04.2014
High School Diploma -
Kendriya Vidyalaya, CBSE
New Delhi, India 04.2008 - 04.2010
Skills
Incident Management
Network Administration
Customer Support
Training and mentoring
Application installations
Technical Documentation
Problem-Solving
Technical Troubleshooting
Critical Thinking
Interpersonal Communication
Teamwork and Collaboration
System Troubleshooting
Debugging
Issue Research
Network Engineering
IT Infrastructure Planning
References
- SHEENA M GOVINDAN, Technical Support Manager, HCL Tech, +91-8147774660
- SYAM J PRAKASH, DevOps Engineer, OLA , +91-8301830959
- VIPIN GOVIND, Development Manager, Mitsogo Technologies Pvt. Ltd., +91-8547549901
Disclaimer
I hereby declare that all the information furnished above are true to the best of my knowledge and belief. I will do my duties to the best of my abilities.
Interests
Technology
Gaming
Travelling
Cooking