D.Nagasai Pavan Kumar

A dedicated Master of Computer Applications (MCA) candidate at Madras University with a Bachelor of Computer Applications (BCA) from VELS University. Currently serving as a Technical Support Professional at Tata Consultancy Services, delivering expertise in Kofax capture imaging tool and has worked in support and Maintenance Java/AWS web based application and leveraging ServiceNow to streamline incident management processes. I have excellent communication skills which can be helpful in Handling client and also to manage when in trouble and can help them to work together for the company. Proficient in database management using SQL Server Management Studio and MySQL, contributing to operational efficiency and client satisfaction. Having excellent knowledge in Kofax capture imaging tool and has worked in both production and development of the tool. I have worked and lead team in critical situations in the project which helped my team handle high critical client escalations. I am a very self driven and highly motivated person and I am very hungry to learn new technologies and process.

Experienced with diagnosing and resolving technical issues across various platforms. Utilizes excellent problem-solving skills to provide effective solutions. Knowledge of customer service principles ensures high satisfaction and repeat engagement.

Reliable [Technical support professional] with strong background in troubleshooting and resolving technical issues efficiently. Successfully managed multiple support cases, ensuring timely resolution and high customer satisfaction. Demonstrated expertise in problem-solving and communication skills.

Professional support specialist bringing valuable experience in diagnosing and resolving technical issues. Known for strong focus on team collaboration and achieving results, consistently adapting to changing needs. Proficient in customer service, technical troubleshooting, and effective communication.

• Having experience in Handling team and have worked in technical support professional in Tata consultancy services for 5+Years.
• Controlling user access for different line of business (Auto, Aviation, Marine, severity, etc) through privileges, Privilege sets and associated ACLs.
• Providing/revoking user access to Content manager using DB2 client and Kofax systems using creation module.
• Working with other support teams like Citrix, Microsoft, Middleware, Database, Windows Support and desktop support teams to resolve outstanding IT issues.
• Prepared various Support operation procedures (SOP) and contributed them to Knowledge base for future usage.
• Monitoring solarwind, ITCAM alerts regularly and Clearing Email Sweep boxes when email box was stuck by Big Emails.
• Connecting remotely to the customer’s system to try to resolve or diagnose the problem.
• Handling user forum calls with business owners of 8 Asia Pacific countries, 7 South American countries and 30+ EMEA countries.
• Drive Weekly client managers call to explain the status of all current on-going activities and completed activities.
• Report generation on document counts for each country under each line of business from different sources like (File Share counts, Email sweep counts, Scan counts and direct imports)
• Application IVP after weekly windows patch cycles and deployments, to ensure application is accessible to users by the start of business.
• Escalating cases/complaints to higher tiers according to the defined protocols or by taking the required decision on situation basis.
• Continually monitor and review Command Centre processes to enhance Service Improvement.
• I have a very good experience in Kofax capture image tool and I have worked in all the applications in Kofax and I have a very good knowledge in handling user access and also I have a good knowledge in maintaining and working in development projects in Kofax.
• I have worked in critical times in my project and has taken leadership position at that time and handled a potential client escalation with a very good hardwork and used my experience in skill. I have 1+ Years in leading a team with 10+ members.

• Contributed to a reduction in operational costs of [Number]%.
• Increased number of resolved job tickets by [Number]% over previous year.
• Received on spot award for more than 10+ times during my time in the project
• Received Best team award and got recognized by CIO in TCS
• Received numerous amount of appreciations from client for actively resolving issues and received appreciation from TCS end for avoiding various potential escalations.