Kozhandai Therese V.A
Chennai
Summary
Results-driven professional with 15 years of experience in a GPS product-based company specializing in telematics and fleet management. Proven expertise in data-powered applications, data engines, AIoT, and SaaS platforms, driving innovations and optimizing solutions to meet industry demands.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Tier III Technical Support Lead
Mix Telematics
Chennai
04.2023 - 09.2024
- Acted as the technical lead for a wide range of telematics products for fleet management, driver safety, and vehicle tracking.
- Participated in the successful data migration during the divestiture from Trimble to MIX Telematics, ensuring seamless transfer of critical data between systems.
- Ensured data consistency and accuracy by performing quality checks and validating migrated data between Trimble and MIX Telematics systems.
- Utilized Logz.io for proactive monitoring and troubleshooting of GPS data streams, ensuring continuous operation and system reliability.
- Collaborated closely with Product Owners to provide feedback on product issues, feature requests, and customer pain points, ensuring alignment between customer needs and product development.
- Identified and escalated complex product issues to Engineering, working together to develop root-cause analyses, and permanent fixes for critical bugs.
- Provided Product Owners with data-driven insights and technical feedback from escalated cases, helping shape product roadmaps and prioritize feature development on bug triage calls.
- Facilitated cross-functional communication between Product, Engineering, and Support teams, ensuring swift resolution of high-priority product issues, and maintaining customer satisfaction.
- Analyzed and tracked Level 3 team performance metrics, including ticket resolution times, escalation rates, and customer satisfaction scores, to identify areas for improvement.
- Created and maintained weekly/monthly reports on team performance, providing insights into key metrics such as average response time, backlog management, and issue resolution success rates.
- Monitored key performance indicators (KPIs) to ensure the team met service level agreements (SLAs) and maintained high standards of support for escalated technical issues.
- Developed and implemented data-driven strategies to reduce the number of escalations and improve overall resolution times.
L3-Senior Technical Support Analyst
Trimble Navigation
Chennai
01.2018 - 03.2023
- Collaborated closely with engineering teams to prioritize and resolve critical product bugs reported by customers, ensuring timely fixes and feature enhancements.
- Utilized internal monitoring and automation tool, OcuVision, to manually execute and troubleshoot customer-facing integration scripts on production servers.
- Ran and monitored custom scripts on backend servers to ensure proper execution and functionality of customer systems, minimizing disruptions in service.
- Proactively identified and resolved customer issues by running server-side scripts in OcuVision, ensuring seamless integration and operational stability.
- Liaised between support and engineering teams to communicate customer-reported issues, helping prioritize items in the product backlog.
- Conducted root-cause analysis of bugs and provided detailed technical feedback to engineering teams, leading to faster issue resolution and product improvements.
- Participated in sprint planning and backlog grooming sessions to provide insights on customer pain points and bug severity, aligning product development with user needs.
- Logged, tracked, and updated bug reports in [Jira/Salesforce] while working with the engineering team to ensure progress on open issues and backlog items.
Product Support Analyst
Trimble Navigation
Chennai
01.2014 - 12.2017
- Resolved diverse range of technical issues for Enterprise customers across multiple systems and applications (GPS Devices, Fleet management, Work management, ELD System, AEMP integrations, Web, Mobile Applications etc.), across North America, UK, Australia, and New Zealand regions.
- Monitor production system alerts for any outage, system failure, or any product upgrades, and provide triage support to the team and customers.
- Provided on-call support for P1 issues. Joined bridge call with Engineering.
- Handled API integrations from 3rd party Vendors, Looked over OEM (AEMP) Equipment Integrations.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Aided peers, serving as Subject Matter Expert, and mentored to help them resolve issues in their day-to-day work.
Technical Support Engineer
Trimble Navigation
Chennai
01.2011 - 12.2013
- Managed and resolved field technician calls regarding GPS products, offering timely support and troubleshooting to ensure efficient operation and minimal downtime.
- Utilize technical knowledge to diagnose and resolve problems in GPS products remotely.
- Skilled in scheduling field technicians for onsite inspections and repairs of GPS hardware, ensuring timely and effective service.
Technical Support Executive - Voice
HCL TECHNOLOGIES
09.2009 - 09.2010
- Utilized voice-based support tools to assist customers, exhibiting a high level of proficiency in managing AT&T voice processes and providing accurate solutions in DSL and Wi-Fi issues.
- Proficient in setting up and managing email clients, including troubleshooting and optimizing settings for AT&T customers.
- Experienced in installing, configuring, and maintaining security software to ensure robust protection against threats and vulnerabilities.
Education
B.Tech(IT) -
Bharathiyar college of Engineering and Technology, Karaikal
01.2009
International MBA(1 Year) -
United Business Institute of Belgium
01-2013
HSC -
St. Joseph of Cluny HSS Pondicherry
03-2005
SSLC -
St. Joseph of Cluny HSS Pondicherry
03-2003
Skills
- Issue Tracking: Jira, Salesforce, Oracle, Zendesk, CRM, ServiceNow,
- Languages: SQL, DBMS
- Technical Skill: Artificial Intelligence,Machine Learning,AIoT
- Developed and implemented process documentation and run books that streamlined team workflows and improved operational efficiency
Certification
- MS Azure Fundamentals 900
- AI and Machine Language on Google Cloud - Plural Sight
- AIML Foundations - LinkedIn
- Completed a series of leadership courses on Pluralsight, covering key areas such as leadership fundamentals, strategic leadership, and team management.
- Passed Berlitz Assessment focused on handling U.S. customers, validating expertise in U.S. customer service standards and communication.
Languages
Tamil
First Language
English
Proficient (C2)
C2
Timeline
Tier III Technical Support Lead
Mix Telematics
04.2023 - 09.2024
L3-Senior Technical Support Analyst
Trimble Navigation
01.2018 - 03.2023
Product Support Analyst
Trimble Navigation
01.2014 - 12.2017
Technical Support Engineer
Trimble Navigation
01.2011 - 12.2013
Technical Support Executive - Voice
HCL TECHNOLOGIES
09.2009 - 09.2010
B.Tech(IT) -
Bharathiyar college of Engineering and Technology, Karaikal
International MBA(1 Year) -
United Business Institute of Belgium
HSC -
St. Joseph of Cluny HSS Pondicherry
SSLC -
St. Joseph of Cluny HSS Pondicherry
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