Summary
Overview
Work History
Education
Skills
Languages
Timeline
Work Availability
Personal Information
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Janani Nagarajan

Avadi

Summary

Flexible Technical Support Engineer with 9 years of experience helping clients maintain smooth operations. Proficient in delivering technical support for VOIP and network-related products. Highly focused, dynamic, and customer-oriented person, managing key service delivery processes to our customers. Motivated to work as a team and a person who values people. To achieve customer satisfaction at any cost. Actively seeking a full-time role where I can contribute to the improvement of the company's products, leveraging my strong interpersonal skills, exceptional time management, and problem-solving abilities.

Overview

10
10
years of professional experience

Work History

Cloud Support Analyst - A1

Foundever
01.2024 - Current
  • Provide technical assistance with OnBase, Windows, ODBC, and Windows services.
  • Troubleshoot and resolve issues related to OnBase software installation and configurations.
  • Connect with customers via remote access for quick issue resolution.
  • Capture and analyze logs using Diagnostic Console, verbose, Windows Event Viewer, and ProcMon to identify root causes.
  • Handle support tickets for various aspects of OnBase, including Workflow, Workview, Licensing, Database stats, Reporting dashboards, Unity forms, Custom queries, WAMCON, Web Server, and App Server.
  • Use Salesforce for ticket management and JIRA, OnBase Community, and Confluence for research.

T1 Engineer

MOVATE (formerly CSS Corp)
01.2022 - 01.2023
  • Delivered technical support for VoIP and SIP systems, including configuring and troubleshooting analog phones, Polycom, and products.
  • Supported Micloud Connect (UCaaS), Shoretel, Grandstream devices, Polycom IP conference phones, Mitel IP phones - 6900 series and CISCO phones 7000 series providing technical assistance and troubleshooting.
  • Performed troubleshooting and diagnostics using tools like Mitel Director , Oracle communication , and WinSCP to identify and resolve complex network issues.
  • Ensured that customer SLA commitments were consistently met while providing a high level of customer satisfaction.
  • Utilized knowledge base and case history for service request resolutions, accurate ticket classifications, and escalations.
  • Maintained accurate case documentation for all service requests, including detailed notes, escalation management, and case closure.
  • Enthusiastically met or exceeded performance metrics as set forth by management.

Technical Support Engineer

MOVATE (formerly CSS Corp)
01.2016 - 01.2022
  • Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
  • Achieved monthly key performance metrics.
  • Provided technical support to clients in installing, configuring and troubleshooting Analog phones, Polycom phone, Vonage and Grandstream ATA devices.
  • Analyzed customer feedback, negotiate with customers, and implement retention strategies to increase loyalty and retain business.
  • Utilized pre-approved levels of credits and discounts based on customer situation and performance level and follow the policy to document and apply these changes.
  • Identified and engage appropriate resources to implement account retention resolution.
  • Achieved customer retention and productivity per month in accordance with department standards.

Junior Engineer

HCL
01.2015 - 01.2016
  • Served as a Technical Support Engineer in a high-volume project, addressing clients' concerns related to PSTN and broadband issues.
  • Successfully coordinated and directed open-reach site engineers to promptly resolve high-priority issues
  • Provided assistance to clients in resolving issues with Yahoo and BT mail.
  • Conducted configurations on BT hubs and BT phones to ensure optimal functionality.
  • Additionally, provided assistance to clients dealing with BT online portal issues.

Education

Bachelor of Engineering - Aeronautical Engineering

MADHA ENGINEERING COLLEGE
Chennai, India
06.2015

Skills

  • VOIP Phones
  • Analogue Phones
  • Softphones
  • Networking Basics
  • Configuring Contact center/call flow
  • Handling Escalations
  • Enterprise Management Content Communication and collaboration
  • OnBase Software Suit
  • Web Server and App Server Management
  • Confluence
  • Documentation and research

Languages

English
Tamil

Timeline

Cloud Support Analyst - A1

Foundever
01.2024 - Current

T1 Engineer

MOVATE (formerly CSS Corp)
01.2022 - 01.2023

Technical Support Engineer

MOVATE (formerly CSS Corp)
01.2016 - 01.2022

Junior Engineer

HCL
01.2015 - 01.2016

Bachelor of Engineering - Aeronautical Engineering

MADHA ENGINEERING COLLEGE

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Personal Information

Title: Senior Technical Support Engineer
Janani Nagarajan