Arjun Elango
Application Support Engineer
Bangalore
Summary
Experienced Support/Admin Engineer with over 6.5 years of expertise across various domains, emphasizing skills in Sales Cloud, Service Cloud, and Community Cloud, as well as Salesforce Lightning. Specialized knowledge in Thin Client and Virtualization technologies, including VMware Horizon, Citrix XenDesktop, and Microsoft Remote Desktop Services. Demonstrated Subject Matter Expertise (SME) for two portfolios and served as Team Leader for a 10+ member team. Confident in delivering exceptional support and administration services through a formal and detail-oriented approach based on extensive experience.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
2
2
Certifications
Work History
Application Support Engineer Tier II (SME)
Artech Infosystems (Google Client)
Bangalore
02.2022 - Current
- Played as an escalation point of contact for Tier 1 and Tier 2 engineers and assisted them in resolving complex issues.
- Analyze and diagnose technical issues with Salesforce and collaborate with the technical team in problem resolution.
- Interact with customers and end users to understand their technical needs and ensure their issues are resolved in a timely and satisfactory manner. Collaborate with other teams to troubleshoot issues that require cross-functional expertise.
- Provide top-notch front-end support to customers via email and other channels to ensure high-level customer satisfaction.
- Document processes and maintain a knowledge base to assist engineers in resolving customer issues quickly and efficiently.
- Acted as SME for multiple entities (Reports, Dashboards, and Partners) and worked closely with cross-functional teams to identify and address client issues, new feature updates, and bugs.
- Train and mentor new employees on the technology required for live projects and publish step-by-step troubleshooting guides for engineers on the KB portal as needed.
Technical Support Engineer
Dell Technologies
Chennai
10.2019 - 01.2022
- Provided technical support to customers and end users in configuring thin clients and associated workstation setup management software via phone and email, ensuring solutions were provided within the agreed SLO. Replicated issues internally and provided solutions within SLO.
- Suggested changes to reduce lag time and improve the overall speed of virtualization environments such as VMware, Citrix, and Microsoft Remote Services.
- Troubleshoot, replicate and resolve complex issues related to hardware, software, and virtualization technologies to ensure minimal downtime and high customer satisfaction.
- Work closely with cross-functional teams including engineering, product management, and sales to ensure customer issues are resolved in a timely and efficient manner.
- Detailed documentation of customer issues and resolutions to build a knowledge base and enable faster problem resolution in the future.
- Trained and mentored new staff in technical support processes and procedures required for live replication and created step-by-step troubleshooting guides for engineers whenever needed.
Systems Engineer
Cognizant Technology Solutions
Chennai
06.2017 - 08.2019
- Resolve sales component issues such as gross TCV discrepancies, order runs, and mismatched account details in Salesforce, ensuring minimal downtime and high customer satisfaction.
- Assist end users with account creation, deal closure and progress, and revenue forecasting, providing technical guidance and best practices.
- Follow ITIL processes for best practices and tailored enterprise support for Salesforce and other internal applications to ensure compliance and efficiency.
- Provide day-to-day support to system users in Salesforce, including troubleshooting and resolving technical issues and providing guidance on best practices.
- Assist in creating and retrieving roles for the internal end user in the Role Hierarchy Management System, ensuring appropriate access control and security.
- Strong technical knowledge of Salesforce, including Sales Cloud, Service Cloud, and Community Cloud.
- Experience with ITIL processes and best practices, including incident management, change management, and problem management.
Education
Master in Computer Applications -
06.2017 - 10.2022
Bachelor of Science - Physics
06.2014 - 05.2017
Skills
SalesForce Administration (Pursuing)
Accomplishments
- Google - Published more than 40 articles related to Salesforce Reports & Dashboards and Google Partner Advantage as both internal and Self Help articles.
- Dell Technologies - Published 2 KB articles related to Dell Wyse Thin Client globally for both the internal team and end-users.
Interpersonal Skills
Completed certification in Effective communication, GD & Placement Preparation conducted by British Broadcasting Corporation & Abnersoft.
Honors Awards
- Best Performer - Dell
- Won District-Level Quiz Tournament IGCAR-DAE (2015)
- Runner-up District-level Hockey Tournament
- Won District-level Quiz Tournament CECRI - CSIR (2011)
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