E. Laxmi Anusha
Support Engineer
Hyderabad
Summary
Support Engineer, skilled in communication and interpersonal abilities. Outgoing and detail-oriented, proficient at building and maintaining professional relationships. Seeking to lead a lasting relationship in the organization.
Success story - Reduced escalations from clients by effectively communicating with the clients on providing the timely updates. Identified by customers as a clear and efficient communicator in multiple online feedbacks. scoring 4.9 (out of 5) customer satisfaction. Experience: (Total years of experience 8 + years)
Overview
8
8
years of professional experience
9
9
years of post-secondary education
1
1
Language
Work History
Support Engineer
Arcserve Software Solutions
10.2016 - Current
- This position is responsible for providing front-end technical support to customers and proactively enabling customer self-service
- Take ownership of technical customer requests and provide support for a product or solution using telephone, email, communities, or chat
- Independently apply acquired technical knowledge and open-ended problem-solving methodology to assess increasingly complex problems, analyze root causes, and advise customers on solutions
- Research, analyze, and resolve complex functionality and usability related issues
- Perform troubleshooting by recreating a customer scenario on internal testing equipment with a comparable software configuration
- Understand and accurately document product questions that require in-depth analysis; determine and pursue the appropriate process to progress the issue to resolution
- Identify complex or high impact issues and coordinate with senior staff where necessary for resolution
- Escalate unresolved customer issues to the appropriate subject matter expert or manager according to product line procedures
- Proactively enable customer self-service Contributes and updates content in the knowledge base, external forums and user communities in order to enable customers to self-serve Educates the customer on how to leverage self-service resources by demonstrating functionality and best practices Manage own time to prioritize and balance all assignments
- Maintain knowledge of Support policies, procedures, tools, system and adhere to it
Catalog Quality Associate
AMAZON DEVELOPMENT CENTER INDIA
Bangalore
07.2015 - 04.2016
- Reduce Spamming in Amazon catalog through merging the duplicates and create variations between the parent ASIN and child ASIN which helps to create more space in the Amazon catalog
- Deep dive and analyze the catalog to eliminate the merchants who spam the catalog
- Take care of customer queries and try to resolve them within the SLA
- Prepare weekly metrics and weekly business report and present it to the team
- Communication with the stakeholders through mails or calls
- Apart from daily targets, we also take care of projects given by stakeholders.
Language Specialist
Oracle India Pvt Ltd
09.2013 - 06.2015
- Presenting the procurement process and providing the written presentation of company policies to the requesters
- Work involved processing of Purchasing requests (ensuring accuracy and completeness of required information, securing bids) using Oracle R12 application
- Recommend and implement solutions for improvement of processes and tools of purchasing and contract management
- Assisted in sourcing, building, and maintaining of business relationships with vendors and suppliers, in a positive manner
- Resolving Invoice on hold to release payment on time to supplier
- Worked on account holds (Quantity Ordered, Receiving, Dispute and Price)
- Managing and monitoring hold invoices and investigating reasons for hold and releasing them for payment when appropriate
- Reviewing and dealing with awaiting queries (Service requests)
- Running the reports of Requisition Pool and Purchase order creation & other reports as on daily basis.
Education
Masters -
TESL - Language
English and Foreign Languages University
01.2011 - 01.2013
Advanced Diploma - Spanish, English and Foreign
Languages University
01.2012 - 01.2013
BA honors - English
and Foreign Languages University
01.2008 - 01.2011
Intermediate - MPC (Mathematics, Physics, Chemistry
Sri Sai Vignan Bharati Women’s College
01.2006 - 01.2008
SSC - undefined
Sai Vivekananda High School
01.2005 - 01.2006
Skills
Windows OSMicrosoft Office (Word, Excel, PowerPoint )Backup software (Arcserve UDP, Arcserve backup, Cloud instances)Webex, go to meeting, teams, outlookHyperV, VMware, Tableau and sales forceSkillsProblem Solving SkillsCritical Thinking SkillsCommunication SkillsAttention to DetailPersonal DetailsName : E Laxmi AnushaDate of birth : 23-11-1990
Additional Information
- Project worked with Strategic Buyers to set up the most preferred suppliers in the contract data base
- Educating Lob's on the process through P2P cycle
- Worked with clients explaining the complex dashboards and reports on daily backups.
- Helped clients answer their queries related to tableau
Timeline
Support Engineer
Arcserve Software Solutions
10.2016 - Current
Catalog Quality Associate
AMAZON DEVELOPMENT CENTER INDIA
07.2015 - 04.2016
Language Specialist
Oracle India Pvt Ltd
09.2013 - 06.2015
Advanced Diploma - Spanish, English and Foreign
Languages University
01.2012 - 01.2013
TESL - Language
English and Foreign Languages University
01.2011 - 01.2013
BA honors - English
and Foreign Languages University
01.2008 - 01.2011
Intermediate - MPC (Mathematics, Physics, Chemistry
Sri Sai Vignan Bharati Women’s College
01.2006 - 01.2008
SSC - undefined
Sai Vivekananda High School
01.2005 - 01.2006