Annapurna Myakala
Senior Technical Support Engineer
Hyderabad
Summary
Results-oriented Senior Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise.
Have a focus on producing impeccable customer satisfaction by consistently striving to deliver high-quality results. Problem-solving abilities and determination enable to excel in fast-paced environments, ensuring efficient and effective project completion.
Overview
2025
2025
years of professional experience
1995
1995
years of post-secondary education
Work History
Sr Techinal Support Engineer
Litmos Pvt Ltd
Hyderabad
11.2022 - Current
- Serve as the primary point of contact for Top clients, managing expectations and fostering strong relationships
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Resolved complex customer issues, leading to increase in customer satisfaction scores.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Provide advanced technical guidance and troubleshoot complex issues during the implementation process
- Contributed to the growth of the support team by participating in the hiring process and mentoring new hires.
- Mentor and guide junior technical support engineers, promoting a collaborative team environment
- Collaborated with development team to identify and fix software bugs, improving product reliability.
- Collaborated with cross-functional teams to resolve complex technical problems.
- Streamlined support processes by creating detailed documentation and knowledge base articles for common issues.
Product Support Specialist
Callidus Cloud (An SAP Company)
06.2017 - 11.2022
- Identifying Customer Needs and providing solutions
- Troubleshoot issues to identify the root cause
- Provide appropriate solutions to customers
- Escalate the bugs to the product team
- Working on multiple integrations like SSO (Single Sign On), BambooHR, ADP, Salesforce etc.
- Enhance Customer Satisfaction
Team Manager - Mapping Operations
Cognizant Technology Solutions (Client: Google)
Hyderabad
01.2016 - 05.2017
- Worked as a Team Manager handling a team of 30 who were my direct reportees, ensuring that the performance of the team not only meets the targets but exceeds by reaching them even before the stipulated time frames
- Successfully achieved targets as an individual when started off the career at an entry level, hence making a mark for self and the team as well
- Was also a Functional Lead for Global Projects for Google Maps which involves interaction with the clients which demands effective communication with the internal as well as external stake holders
- Always took initiative by showing interest in working and understanding the different projects and customizing self to understand the process involved in various workflows
- Always took initiative in training and motivating the team to perform ensuring the performance of the individuals as the team performs based on the individual performance by monitoring the people closely to understand the training requirements
- Worked on multiple projects always handled them efficiently by monitoring the requirements and by analyzing the performance of the team members by assigning the right job to the right person
- Have been very good managing the head count as a functional lead as it is expected to deliver at the level client expects.
Team Manager - Mapping Operations
Serco BPO Pvt. Ltd (Client: Google)
Hyderabad
11.2011 - 01.2016
- Worked as a Team Manager and handled a team of 15, ensuring that the performance of the team not only meets the targets but exceeds by reaching them even before the stipulated time frames
- Successfully achieved targets as an individual when started off the career at an entry level, hence making a mark for self and the team as well
- Also a Functional Lead for Global Projects for Google Maps which involves interaction with the clients which demands effective communication with the internal as well as external stake holders
- Always took initiative by showing interest in working and understanding the different projects and customizing self to understand the process involved in various workflows
- Achieved position of team lead on promotion as I have attained lateral knowledge of various workflows and being part of various projects
- Always took initiative in training and motivating the team to perform ensuring the performance of the individuals as the team performs based on the individual performance by monitoring the people closely to understand the training requirements
- Worked on multiple projects always handled them efficiently by monitoring the requirements and by analyzing the performance of the team members by assigning the right job to the right person
- Have been very good managing the head count as a functional lead as it is expected to deliver at the level client expects.
Customer Service Executive - UK Inbound Customer Telephonic Services
HSBC Electronic Data Processing Pvt. Ltd.
Hyderabad
- Providing service through phone interactions with customers, focusing on resolving their requests with an efficient, accurate, professional and courteous manner to create customer loyalty
- Generating relationships that lead to sales through conversations with card members, incorporating needs analysis, building rapport, offering advice and overcoming objections
- Responsible for meeting targets for efficiency, quality and effectiveness
- Understanding updates on procedural changes and compliance
- Achieving customer service in every contact.
Education
Master of Business Administration - HR & Marketing
Osmania University
06.2024 - 06.2010
Bachelor of Science - Biotechnology & Microbiology
Kasturba Gandhi College
Skills
Analytical and Problem-Solving Skills
Analyzing Requirements
Technical support
Troubleshooting skills
Project Management and Collaboration Skills
Product Setup and Configuration
Customer-Focused Skills
Quality assurance
Soft Skills
Knowledge base maintenance
Teamwork and collaboration
Hobbies and Interests
- Animal Volunteer (Love Dogs and volunteer in rescues)
- Playing sports
DISCLAIMER
I do hereby declare that the particulars of information and facts stated here in the above are true and complete to the best of my knowledge and belief.
Timeline
Master of Business Administration - HR & Marketing
Osmania University
06.2024 - 06.2010
Sr Techinal Support Engineer
Litmos Pvt Ltd
11.2022 - Current
Product Support Specialist
Callidus Cloud (An SAP Company)
06.2017 - 11.2022
Team Manager - Mapping Operations
Cognizant Technology Solutions (Client: Google)
01.2016 - 05.2017
Team Manager - Mapping Operations
Serco BPO Pvt. Ltd (Client: Google)
11.2011 - 01.2016
Customer Service Executive - UK Inbound Customer Telephonic Services
HSBC Electronic Data Processing Pvt. Ltd.
Bachelor of Science - Biotechnology & Microbiology
Kasturba Gandhi College
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