Jagadeep MP
Bangaluru
Summary
4+ years of total IT experience as a Application Support Engineer demonstrated the ability to analyse and fix L1/L2 product problems. Extreme product expertise was displayed in order to identify and fix problems right away. Capable to handle a wide range of responsibilities while providing valuable support. In challenging and demanding situations, poise and professionalism provide outstanding support to users at various levels.
Overview
5
5
years of professional experience
Work History
Application Support Engineer
Tekion India Pvt Ltd
Bangaluru
11.2023 - Current
- Taking full ownership of customer technical issues, decisively resolving them through comprehensive research, diagnosis, and troubleshooting, while leveraging collaboration and best practices to maintain transparency across teams.
- Managing live chats, calls, and email tickets using the TAP internal ticketing system. And, handling all kinds of tickets, escalating to leads and managers when necessary for immediate attention.
- Serving as a liaison between customers and product teams, ensuring major customer-reported issues were effectively communicated and addressed by the product development team through SCRUM calls and other channels.
- Creating documents on processes, procedures, troubleshooting steps, and workflows to ensure high-quality customer service and satisfaction with the application usage.
- Testing of new releases in QA and UAT environments prior to deployment, to ensure the product is bug-free.
- Addressing and resolving issues promptly to meet Service Level Agreements (SLAs), and ensure customer satisfaction.
- Delivering production support to end users to troubleshoot and resolve issues with software applications.
- Collaborating with the product team to address significant customer-reported gaps, and improve product functionality.
- Coordinating with external OEMs to resolve complex issues, organizing necessary calls, and follow-ups to ensure prompt problem resolution.
- Supporting team members in resolving application-related issues.
Application Support Engineer
Innovation Systems
Bangaluru
12.2019 - 10.2023
- Application support engineer with a track record of resolving product-related issues, monitoring, debugging, and reactive tracking, as well as logging and responding to support tickets.
- Worked on product support, responding to calls about the product, analyse the application, and fixing bugs.
- Primary point of contact for handling tickets, carrying out data transfers, and checking system availability.
- Excellent analytical, problem-solving, interpersonal, communication, and relational abilities, with the capacity to communicate with people at all levels.
- Manage Incidents and Problems - From start to finish, all inbound support requests must be resolved by triaging, logging, prioritising, tracking, communicating, and resolving. Maintaining a comprehensive database of questions and resolutions and overseeing the ticketed query system.
- Key qualities include a dynamic individual with a positive attitude, effective communication, problem-solving abilities, and the capacity to act quickly.
- Management of incidents leads the inquiry into the incident and identifies a solution immediately.
- Strong team-working abilities in management, administration, and leadership.
- Practical knowledge of creating SQL windows and analytical functions.
- Use UPDATE and MERGE commands to correct such missing numbers and outliers in the data.
- Capable of managing the UNIX environment with basic UNIX commands for file management.
- Monitoring of servers and processes, as well as task scheduling
- Strong L1 & L2 support experience and good analytical skills.
- Good understanding of SQL Queries and hand-on experience
- Strong knowledge on Incident Management, Change Management and Problem Management concepts.
Education
Bachelor of Computer Application -
Sri Venkateshwara first Grade College
01.2019
PUC -
Krupanidhi pre-university College
01.2013
SSLC -
New St Joseph English high school
01.2011
Skills
- IT Application Support
- Basic knowledge of using SQL and APIs
- M S Office
- ITIL Process: Incident Management, Problem Management, etc
- Customer Satisfaction
- Quality Assurance
- Requirements gathering
- Root Cause Identification
- Athena, Amazon S3
- Postman
- JIRA, Zendesk
- Sumo Logic, Kibana
- Scrum
- Mentoring
- Analytical thinking and problem-solving
Languages
- English
- Kannada
- Telugu
- Hindi
Personal Information
- Date of Birth: 02/17/96
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Timeline
Application Support Engineer
Tekion India Pvt Ltd
11.2023 - Current
Application Support Engineer
Innovation Systems
12.2019 - 10.2023
Bachelor of Computer Application -
Sri Venkateshwara first Grade College
PUC -
Krupanidhi pre-university College
SSLC -
New St Joseph English high school
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