David Ingty

Support and Escalation Management

• Managing and resolving an average of 30+ support tickets per month, ensuring a 95% resolution rate within SLA timelines.
• Handles 10 -15 internal and customer escalations per month, acting as the primary point of contact and achieving a 90% escalation resolution satisfaction rate.

Leadership and Team Development

• Serves as a Squad Captain, leading a team of 6 support engineers, acting as the primary liaison for team-related matters.
• Coaches and mentors team members, resulting in improved troubleshooting efficiency and reduction in ticket resolution time.
• Conducted 10+ technical interviews to recruit talent, contributing to a 5% growth in team size.
• Developed and implemented individual development plans for all team members, resulting in 20% of the team achieving new technical skills within 4 months.
• Delivered monthly training sessions to enhance team capabilities, increasing team productivity.

Process Improvement and Automation

• Led a region-wide project for improving long-running tickets, boosting ticket resolution time by 8% and achieving a 20% reduction in aged ticket backlog.
• Developed and maintained multiple scripts and tools to automate well-known routine tasks to boost troubleshooting efficiency while reducing manual errors and improving SLA.
• Implemented the Atlassian Rovo AI agent to accelerate issue resolution searches and improve support engineers' efficiency. Additionally, developed a second Rovo AI agent designed to assist in crafting SQL queries for Confluence, trained on Confluence database schemas and tables to boost query accuracy. This initiative significantly reduced the effort and time support engineers spent on handling tickets.
• Collaborated effectively with cross-functional support teams to create multiple SOPs and engaged with product and engineering teams to develop comprehensive run books for the support team. This initiative significantly reduced operational disruptions and ensured consistency across processes.

Strategic and Cross-Functional Collaboration

• Participates in high-level strategy discussions with product leads, team coaches, and managers, contributing feedback and driving initiatives that led to a increase in support efficiency metrics.
• Plays a critical role as the ECM(external communications manager) during the incident by collaborating closely with incident managers and engineering teams. The primary responsibilities included providing feedback, testing and implementing fixes and facilitating communication with customers by regularly updating the status page to ensure transparency regarding service recovery, while also coordinating updates for support teams to minimize customer impact and improve recovery times.
• Participated in blitz testing and provided feedback to development team on 10+ new product features, helping to identify potential issues and improve user experience before release.
• Produces monthly performance reports across various product segments, delivering actionable insights and customer sentiments to the product lead and support teams. These contributions drove continuous improvement initiatives and enhanced productivity.
  
  

• Technical Support and Automation: Delivered expert technical support for ASR-related issues and Oracle X86 servers, ensuring timely resolution and high customer satisfaction.
• Resolved post-sales technical and non-technical customer inquiries, collaborating on systems issues related to Solaris, SPARC, and X86 servers.
• Developed innovative tools using shell scripts, python and JavaScript, such as the ASR Validation Script and MOS JavaScript Bookmarklets, to automate processes and enhance team efficiency.
• Critical Service Request Management: Monitored the progression of critical service requests to ensure timely diagnostics and successful completion within customer and internal SLAs.
• Training and Mentorship: Played a key role in training new team members on ASR processes, operations, and troubleshooting, and acted as a trainer and mentor for peers, sharing knowledge and best practices to improve support services.
• Cross-Functional Collaboration: Coordinated with internal teams and TAMs to facilitate strong customer relationships.
• Data Analysis and Reporting: Assisted in preparing Onsite SLA reports and technical reports for major clients like Nokia and Ericsson, utilizing Oracle tools and other resources for data mining and analysis.
• Awards and Recognition: Honored with multiple Oracle Spot Awards for exceptional customer service and innovative contributions, and received the Oracle Pacesetter Team Award for outstanding team performance.
• Technical Expertise: Enhanced technical skills through advanced training sessions, including Oracle Cloud IaaS and Exadata ILT, and achieved Red Hat RHEL 7 Certification.

• Document interactions/incidents on Bridge Clarify (CRM Tool).
• Resolving Windows OS (XP , Vista, 7) related issues.
• Troubleshooting VPN connection problems on BT MX(Mobile express) & Nortel VPN client.
• Setting up Functional Mailbox Accounts for Outlook 2007 & 2003.
• Resolving password related issues.
• Escalating incidents to the Resolver groups for 2nd level support.
• Follow-up on tickets logged to meet SLA
• Basic support for HTC & Blackberry.