Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Timeline
Generic

Chitrakala R

Chennai

Summary

Senior product support engineer with 8+ years of experience in IT and Clinical industries. Expertise in managing application modules to enhance customer satisfaction and drive organizational success. Strong communication, problem-solving, and collaboration skills, with a proven ability to adapt quickly to changing environments.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Senior Product Support Engineer

Saama technologies India pvt limited
Chennai
12.2021 - Current
  • Provided L1 and L2 level support for customer inquiries, troubleshooting, and resolving product-related issues.
  • Collaborated with cross-functional teams to resolve customer inquiries effectively.
  • Conducted training sessions for new support engineers on processes and tools.
  • Developed knowledge base articles to streamline support processes and information access.
  • Performed root cause analysis on reported incidents and designed strategies to prevent future occurrences.
  • Provided end-user assistance through phone calls, emails or online chat services when required.
  • Exhibited expertise in initial configuration of Smart Auto Mapper application, facilitating seamless data extraction from Rave and AWS S3 buckets during data ingestion process.
  • Demonstrated expertise in resolving ingestion issues and job failures within Airflow application, ensuring seamless workflow execution.
  • Resolved user queries and issues through Freshdesk ticketing system, ensuring exceptional support.
  • Managed user access across client environments to maintain secure and efficient operations.
  • Managed data-related updates, inserts, and clean-up operations, leveraging PostgreSQL.
  • Debugged DQ errors in the Smart Data Quality Application, ensuring data integrity and reliability.
  • Oversaw creation and maintenance of Kafka topics for accurate updates in client databases.

Product Executive

Ramco systems limited
Chennai
01.2017 - 12.2021
  • Collected and analyzed requirements for existing and upcoming products, facilitating communication with development team.
  • Tested product functionality to ensure alignment with specifications and quality standards.
  • Provided L1 and L2 support for customers, prioritizing prompt issue resolution.
  • Engaged in defect analysis, collaborating with onsite consultants to review fixes during product development.
  • Maintained compliance with SLAs through effective first-level analysis for timely ticket closure.

Education

Bachelor of Engineering - ECE

Kalasalingam Institute of Technology
Krishnankoil
04-2016

Skills

  • PostgreSQL and MS SQL
  • Data analysis
  • Root cause analysis
  • Data pipeline
  • Airflow
  • Project management tools (JIRA)
  • Freshdesk
  • ServiceNow
  • Postman API
  • Microsoft Office Suite
  • ERP
  • Analytical problem solving
  • Grafana

Certification

  • Completed the L1 certification in SCM

Languages

Tamil
First Language
English
Upper Intermediate (B2)
B2

Accomplishments

  • Received the Green Horn Award for the employee who handled more than 10 region customers' reported issues within the SLA period
  • Shining Star Award for consistently being recognized as the best performer in the team

Timeline

Senior Product Support Engineer

Saama technologies India pvt limited
12.2021 - Current

Product Executive

Ramco systems limited
01.2017 - 12.2021

Bachelor of Engineering - ECE

Kalasalingam Institute of Technology

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Chitrakala R