Amalraj M R
Technical Support Engineer
Thrissur
Summary
Qualified Technical Support Engineer with 5+ years of strong background in providing L1/L2 support. Adept at troubleshooting and resolving complex technical issues, improving system efficiency and user experience. Demonstrated problem-solving skills and effective communication with cross-functional teams.
Overview
6
6
years of professional experience
5
5
Certifications
Work History
L1/L2 Support Engineer
Nuvento Systems
Cochin
01.2021 - Current
- Delivered 24x7 Technical support for multiple projects simultaneously, Improving ticket resolution time by 60%
- Collaborated with R&D Teams to improve testing model accuracy, achieving 90% deployment success rates and faster go-to market timelines.
- Reduced escalations by 40% using root-cause analysis and documentation of recurring issues.
- Maintained server uptime, reducing critical outages by 20% and ensuring uninterrupted client operations.
- Streamlined support processes for faster issue resolution and increased end-user satisfaction.
- Conducted periodic audits of IT systems, identifying areas for improvement and recommending appropriate action plans.
Junior Engineer
Nuvento Systems
Cochin
01.2020 - 01.2021
- Provided technical support across multiple projects, reducing issue escalation rate by 40% and increasing client satisfaction.
- Diagnosed and resolved server-side issues contributing to seamless client operations and SLA adherence.
- Streamlined client request workflows, ensuring faster resolution and compliance with key SLA benchmarks.
- Provided 24x7 support for 100+ users, resolving 60+ weekly tickets (e.g., password resets, Permission privileges, OS errors).
- Collaborated with engineering team to determine project specifications.
- Studied corrections from senior engineers to learn and grow professionally.
Education
BCA -
University of Madras
Coimbatore, India01.2019
Data Science - Python data science
Expertzlab Cochin
India01.2019
Skills
L1/L2 Technical Support Incident Management
Ticketing Systems: JIRA, Zendesk
Remote Tools: TeamViewer, AnyDesk, Microsoft Remote Desktop
IT Infrastructure: Active Directory, Azure, VPN
Certification
Microsoft Certified: Azure Database Administrator Associate | 2023
Timeline
L1/L2 Support Engineer
Nuvento Systems
01.2021 - Current
Junior Engineer
Nuvento Systems
01.2020 - 01.2021
BCA -
University of Madras
Data Science - Python data science
Expertzlab Cochin