Gokul M
Bengaluru
Summary
Senior Support Analyst with 2+ years of experience working in SIS system, specializing in the Student product. Proficient in application troubleshooting, system optimization, and data analysis. Awarded Under the 'Collaboration' Category, Recognized for outstanding team collaboration and creating an inclusive, supportive workplace culture. Seeking to transition into a role, leveraging strong technical expertise and client-facing experience.
Overview
3
3
years of professional experience
Work History
Senior Support Analyst
Anthology International Private Limited
12.2024 - Current
- Verified root causes of product issues through communication with clients
- Conducted root cause analysis and resolution using SSMS (SQL Server Management Studio) application
- Conducted comprehensive software testing to identify bugs and recommend improvements, increasing overall system performance
- Performed a comprehensive software analysis and testing process, which enhanced system performance
- Developed and maintained detailed documentation for system issues, resolutions, and process improvements, contributing to team knowledge sharing and efficiency
- Through proactive issue identification and process simplification, the average resolution time was lowered
- Collaborated with cross-functional teams to develop and implement technical solutions, improving operational efficiency
- Collected logs from multiple platforms to troubleshoot issues.
Support Analyst
Anthology International Private Limited
Bengaluru
12.2022 - 11.2024
- Provided first-level support to customers, addressing inquiries and resolving issues related to the product.
- Conducted follow-up calls and surveys to gauge customer satisfaction and gather feedback for service improvements. " Assisted in the development of support call scripts and training materials for the customer service team.
- Established strong relationships with key stakeholders through clear communication and transparent project updates " Collaborated with cross-functional teams to develop and implement solutions, streamlining processes and enhancing productivity.
- Collaborated across departments for a unified approach toward achieving company objectives.
- Strengthened collaborative efforts among teammates by facilitating open dialogues during group discussions.
- Ensured timely completion of tasks through diligent monitoring of deadlines and effective coordination between team members.
Education
Bachelor of Business Administration -
Bangalore City University
Bangalore11-2022
Department of Per-University Education -
Seshadripuram Composite PU College
Karnataka, India05-2019
High School -
St. Mark's Convent
Karnataka, India05-2017
Skills
- SIS Systems: Student Information System, Student Product, Faculty Workload Management
- Technical Skills: SQL, SSRS, Azure Storage Explorer, API, Postman, Python, Excel, Data Analysis, Troubleshooting
- Application Consulting: System optimization, process improvements, client support
- Soft Skills: Communication, teamwork, customer service, training
- Consulting Tools: SSMS, SSRS, Azure Storage Explorer, ServiceDesk, Salesforce, Five9
Accomplishments
- Awarded Under 'Collaboration' Category, Recognized for outstanding team collaboration and creating an inclusive, supportive workplace culture.
- Received Spot award.
Languages
English, Kannada, Hindi
Declaration
I hereby declare that the information provided in this resume is true and correct to the best of my knowledge and belief.
Timeline
Senior Support Analyst
Anthology International Private Limited
12.2024 - Current
Support Analyst
Anthology International Private Limited
12.2022 - 11.2024
Bachelor of Business Administration -
Bangalore City University
Department of Per-University Education -
Seshadripuram Composite PU College
High School -
St. Mark's Convent
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