Chinmaya Gupta
Bangalore
Summary
Experienced Lead Support Engineer with a demonstrated history of working in the telecommunications and fin-tech industry. Skilled in troubleshooting APIs, SDKs, and mobile Application customer issues and experienced handling a global product support team of 8 members. Strong engineering professional with a Bachelor of Engineering focused in Electronics and Instrumentation.
Overview
11
11
years of professional experience
Work History
Technical Support Engineer
Sendbird
02.2021 - Current
- Experience in troubleshooting APIs, SDKs, and Mobile Application customer-reported issues.
- Work with APIs to integrate with other systems and technologies.
- Work closely with Product, Engineering, Sales, DevOps and Customer Success teams to ensure seamless customer experience.
- Assist in troubleshooting and resolving technical issues that may arise during the implementation process.
- Experience in requirements gathering, scoping, technical documentation and developing technical solutions by collaborating with customers.
- Experience with sales enablement tools and platforms like Jira, Freshdesk, Salesforce, etc.
- Experience using monitoring, logging, and data analysis tools such as Datadog, Kibana, Scalyr, Syslog, etc.
- Learning generative AI and creating and troubleshooting chatbot issues.
Product Support Manager
CapitalFloat Pvt Ltd
07.2019 - 02.2021
- Managed a team of eight support engineers and provided technical mentoring, and problem resolution when difficult customer engagements were needed
- Conducted weekly technical updates on backlog cases involving the team and was involved in daily management core, reviews, and training
- Monitored ticket queues and handled user ticket escalation to ensure that corporate SLAs were met
- Improved customer support efficiency by 12% by streamlining team support activities and standardising responses to common questions and problems
- Reviewed performance of the team and conducted 1:1 coaching with team leads and front-line employees
- Monitored individual performance, and delivered timely and constructive feedback to team members
- Hired, trained and developed a highly effective customer support team that consistently exceeded 97% customer satisfaction ratings
- Developed Key Performance Indicators (KPIs) to define and measure progress toward organisational goals(CSAT, Response Time, Resolution Time, Average Handle Time).
Product Support Engineer
Plivo Communications Pvt Ltd
07.2017 - 07.2019
- Troubleshooting voice quality issues and SMS issues reported by customers and carriers (Partners) and experience implementing APIs and SDKs.
- Troubleshooting SIP, API, XML, SDK, and Android voice quality issues
- Excellent understanding of networking: TCP/IP, UDP, most common protocols
- Ability to communicate well with different audiences (developers, technical and non-technical users)
- Passion for working in a changing and fast-paced startup environment
- Troubleshooting voice and SMS issues and making necessary route changes to resolve when required
- Working and coordinating with the sales and dev-ops team to resolve customer issues meet their expectations and report bugs.
- Creating Product Plans and making the pricing changes as per the requirements.
- Resolve and escalate tickets within SLA to ensure that the customer has a seamless support experience.
- Onboarding new carriers and testing their voice quality/connect and SMS deliverability.
ITO Service Delivery Consultant 2
Hewlett-Packard Enterprise
12.2015 - 07.2017
- Good understanding of Avaya Servers 8300, 8800, 8510, Gateway G450, G650, SIP / H.323 protocols
- Handling Alarms and customer-reported issues for Avaya Strategic, Financial and NA verticals customers.
- Troubleshooting, providing full resolution on-site down issues like Media-gateway de-registration, Port- network down, Trunk OOS, IPSI OOS
- Providing full resolution for alarms on boards/cards like ds1 board, MedPro, Clan, power supply board, analogue board, maintenance board etc.
- Giving remote support in scheduled power-downs for graceful shutdown of voice equipment and perform health checks.
- Performing Day 2 checks and providing Day 2 acceptances for new sites before going live / working with the onboarding and implementation team while performing Day 2 checks.
- Work with third-party vendors like AT&T, Verizon, BT, Orange services etc to resolve issues.
- Handling Incidents and escalated calls.
Infrastructure Consulting Sr. Associate Consultant
NTT DATA Global Delivery Services Pvt Ltd
07.2015 - 12.2015
- Implementation of whole process requirements related to Voice & Telecom
- Avaya PBX trunk checks, generate daily alarm reports to identify trunk failures and service-affecting alarms
- PBX FTP Backup delete & run manual FTP backup if automatic back fails, identify root cause analysis for backup failure
- Outages follow-ups, notifications, updates, Resolutions
- Contribution to scheduled power downs for graceful shutdown of voice equipment & health checks after power was restored and E1/T1 troubleshooting
- Assisting Helpdesk Team with any problem faced in getting things done due to technical reasons in MAC (Move/add/change requests or Fault Login) / change requests.
Telecom Voice Engineer
DHII Health Pvt Ltd
11.2013 - 07.2015
- Works on service ticketing tools Like MATRIX, REMEDY, BMW, BOSH GLOBAL,INFRASTRUCTURE, and SIEBEL and analyzing AVAYA product Alarms, priority of alarms and assigning those cases to desired India,Argentina and Dalian Engineers
- Excellent Experience in Administration and proactive scheduling (automation) of daily, weekly and monthly maintenance tasks
- Ensure that quality analysis including incident report, root cause analysis, preventative measures and lessons learned is achieved
- Generation & analysis for Performance & Utilization reports generated on an hourly basis, Weakly, Monthly & Yearly Basis
- Assisting Helpdesk Team with any problem faced in getting things done due to technical reasons in MAC (Move/add/change requests or Fault Login) / change requests.
Education
HSC -
High School
Ujjain, MP04.2009
SSC -
High School
Ujjain, MP04.2007
Bachelor of Science -
Shri Vaishnav Institute of Technology & Science
Indore, MP07.2013
Skills
- Technical Troubleshooting
- Team Building
- Troubleshooting API, SDK, and mobile Application issues
- Debugging
- Product Support
- Customer Relations
- Problem-Solving
- Technical Solutions Development
- Ticket management
- Application support
- JIRA Systems
- Root Cause Analysis
Timeline
Technical Support Engineer
Sendbird
02.2021 - Current
Product Support Manager
CapitalFloat Pvt Ltd
07.2019 - 02.2021
Product Support Engineer
Plivo Communications Pvt Ltd
07.2017 - 07.2019
ITO Service Delivery Consultant 2
Hewlett-Packard Enterprise
12.2015 - 07.2017
Infrastructure Consulting Sr. Associate Consultant
NTT DATA Global Delivery Services Pvt Ltd
07.2015 - 12.2015
Telecom Voice Engineer
DHII Health Pvt Ltd
11.2013 - 07.2015
HSC -
High School
SSC -
High School
Bachelor of Science -
Shri Vaishnav Institute of Technology & Science
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