Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

JASHWANTH K

Bangalore

Summary

I would like to work in an organization that will give me a platform to utilize my technical skills and enrich my expertise in the process of growing the organization and myself with good initiatives.

Overview

4
4
years of professional experience

Work History

Customer Care Enterprise Specialist

Make
Bangalore
02.2023 - Current
  • Working with the Make product used to create automation based on the user's requirement.
  • Providing L1, L2, and Enterprise support support for customers in resolving complex issues. Timely troubleshooting and resolving issues for customers.
  • Collaborating with the internal teams and escalating the issues or bugs reported by customers and maintaining good KPIs along with good CSATs scores from customers.
  • Researched and analyzed customer feedback to identify areas of improvement. Coordinated with other departments to ensure efficient workflow processes.

Customer Support Specialist

Whatfix
Bangalore
04.2022 - 02.2023
  • Provided primary customer support to internal and external customers
  • Served customer accounts and technical needs across daily calls, consistently meeting productivity and quality targets
  • Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment
  • Built rapport with customers through courteous and professional communications.

Middleware Adminstrator

DXC Technology
Bangalore
06.2020 - 03.2022
  • Work experience in a 24/7 environment as a Middleware Administrator for WebSphere and IBM MQ in the Middleware domain
  • Performing health checks on Application servers, MQ, Web servers and monitoring MQ incidents, and providing support for the same
  • Troubleshooting related issues and providing resolution to the application team
  • Providing L1 support & meeting SLAs for the issue reported by the application teams/Customers
  • Generating the SLA reports every week and analyzing them with the business
  • Working on SLA tickets based on priority
  • Preparing the root cause analysis and identifying the preventive action methods for any application issues
  • Good knowledge on Change Management, Problem Management and Incident Management

Education

B.Tech - Computer Science and Engineering

PES University
2020

Skills

  • HTML, CSS, Javascript, APIs
  • Live chat operation and email support using tools like HPSM, ServiceNow, Zendesk, and Freshdesk
  • Product Support and Troubleshooting

Accomplishments

    Published IEEE paper on our final year Engineering Project "Phobia Therapy Using Virtual Reality".

Languages

English
First Language
English
Intermediate (B1)
B1
Hindi
Intermediate (B1)
B1
Telugu
Intermediate (B1)
B1

Timeline

Customer Care Enterprise Specialist

Make
02.2023 - Current

Customer Support Specialist

Whatfix
04.2022 - 02.2023

Middleware Adminstrator

DXC Technology
06.2020 - 03.2022

B.Tech - Computer Science and Engineering

PES University

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JASHWANTH K