Joseph Aswin
Chennai
Summary
To accelerate my place towards a challenging position in an environment where my professional attitude drive towards success and enables me contribute to further the growth and development of the organization and myself.
Overview
7
7
years of professional experience
Work History
Product Specialist
FRESHWORKS
06.2022 - Current
- Worked with Enterprise and mid-market customers by taking ownership of the issues reported and help implement the product
- Configured custom requirements for customers using the product APIs (REST), JSON and orchestration
- Experience in integrating APIs with third-party services and worked on improving usability and functionality of product offerings by collaborating with internal stakeholders
- Liaise between clients, end-users, and product development teams to identify product gaps and bridge them thereby enhancing the product and the overall customer experience
- Handled issues related to SSO and sync in Directory services like Active Directory, OKTA, Gsuite
- Configuring workflow automation for client requirements using API’s, custom objects and orchestration
L2-Helpdesk Associate
NTT DATA IPS Private Limited
08.2021 - 05.2022
- Diagnosing, troubleshooting, and developing new solutions that solve the root cause of customer problems in tickets elevated from our L1 support team
- Writing step-by-step processes, technical solutions, and ticket updates to customers
- Quickly responds to incident alerts and support calls
- Identifies, and coordinates with teams that are critical to the event’s resolution
- Handling user queries related to reports, daily job schedules and providing the solutions within the specified SLAs
- Responsibilities also include root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members
Technical Support Engineer
IIT Madras (NPTEL) Project Associate
02.2020 - 02.2021
- Have done User-interface testing & functional testing on the SWAYAM Course dashboard and GATE Staging portal
- I have maintained a database of the GATE Portal that is under staging of Video mapping and Question paper mapping to check whether the devServed as the first point of contact in identifying and resolving candidate issue for Internet-Based Remote proctored exam if they face technical related issue while attending the exam outside India
- Worked directly with candidates via Gmeet to troubleshoot:
- I) System related issue: Unresponsiveness of “Launch” button on the web application, server error, disconnection of internet and browser related issue
- Ii) User related issue : Incorrect username and credentials, Launcher issue on MAC OS, Site Can’t be reached
- Coordinated with the TcsION Product Specialist for the exam centre availability on places like Abu-Dhabi, Sharjah, Singapore, Dubai, Ghana etc..and forward the information to the candidates who are attending outside India
- Coordinated with the schools and colleges higher authorities and explained about the program and made them interested and convinced them to make the students join the Online degree program
- Provide troubleshooting through identifying problems, researching possible solutions, and guidance through corrective steps while the candidates face issue on the NPTEL dashboard
- Development team has mapped them correctly or not on a weekly basis
- Coordinated with the universities and maintained what all the new features that they expect for the SWAYAM Portal and share the information to the development team and will maintain a database to analyse the newly added features and share the information to the accounts after the production release
Technical Support Engineer
CSS Corp
07.2018 - 02.2019
- Handling Tier1 inbound calls from enterprise customers (on multiple platforms like Windows, Mac and Android & IOS etc.) with regards to the various products & services of the client
- Provided prompt and efficient service to Cisco WebEx customers including the appropriate escalation of customer’s issues to the higher level when required
- Handled billing calls, contracts, credit requests and all Account Management Issues with Cisco WebEx End users
- Maintained acceptable performance metrics such as quality, CSAT Surveys, productivity, first contact resolution, and attendance
- Have been given responsibility to scrub the cases of the team to ensure all tickets are proper and call back customers, in case any dissatisfaction is sensed in the customer’s response to the support provided by any of my teammates
- Drafting and responding to customer’s email
- Documenting interactions before completing each call and also collecting necessary logs from the customer’s network when necessary
- Ability to work with limited supervision & be a quick learner
- Troubleshooting customer’s computer with remote access
Education
B.E. - Computer science
Meenakshi college of engineering
07.2015
Higher secondary - undefined
Velankanni Matriculation Higher Secondary School
06.2011
High school - undefined
Marian Matriculation Higher Secondary
06.2009
Skills
- Customer Service
- Ability to Work Under Pressure
- Ability to Work in a Team
- REST & SOAP API
- Troubleshooting
- Empathy
- Adaptability
- ITSM Tool
- Flexibility
- Work ethic
- Willingness to learn
Hobbies and Interests
Long Drive, Movies, Snooker, Playstation
Affirmation
I hereby declare that all the details given above are true to the best of my knowledge and belief.
Place : Chennai (Tamil Nadu) (M. Joseph Aswin)
Timeline
Product Specialist
FRESHWORKS
06.2022 - Current
L2-Helpdesk Associate
NTT DATA IPS Private Limited
08.2021 - 05.2022
Technical Support Engineer
IIT Madras (NPTEL) Project Associate
02.2020 - 02.2021
Technical Support Engineer
CSS Corp
07.2018 - 02.2019
Higher secondary - undefined
Velankanni Matriculation Higher Secondary School
High school - undefined
Marian Matriculation Higher Secondary
B.E. - Computer science
Meenakshi college of engineering
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