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, India06.2015
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
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