Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Languages
Websites
References
Timeline
Generic

Kaarmugil Madhavan

Chennai

Summary

Dependable professional with 3+ years of helpdesk experience and a visionary professional boasting a background generating video game prototypes for a hobby. Highly-motivated individual with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.

Overview

3
3
years of professional experience

Work History

Technical Support Engineer

Zoho
Chennai
03.2021 - 04.2022
  • Region: USA.
  • Managed incoming tickets using Zoho's ticketing system(Zoho Desk) for incoming requests from customers.
  • Provided remote assistance to end-users when needed.
  • Replied to customer queries via email, phone, messaging systems and support ticket platform(Zoho Desk).
  • Consulted via telephone to understand user problems,when required and ask probing questions to locate root causes.

Regional Lead - Technical Support

Zoho
Chennai
04.2022 - 03.2024
  • Region: USA, Canada and LATAM.
  • Led a team of 12 Technical Support Engineers.
  • Reduced the number of SLA violations.
  • Escalations probability reduced drastically.
  • Developed Custom business-based solutions by implementing automations.
  • Developed Custom Function scripts using Deluge and implemented the same to boost efficiency in business processes.
  • Provided technical support to clients by troubleshooting and resolving hardware and software issues.
  • Resolved complex technical problems through root cause analysis techniques.
  • Provided support via remote assistance and online meetings.
  • Attended events across country and online internationally as company's representative.

Regional Lead - Partner Relations

Zoho
Chennai
03.2024 - Current
  • Region: ANZ, India, UK, APAC and UAE.
  • Monitored ticketing system queues for incoming requests from partners.
  • Collaborated with engineering and product teams to identify and rectify recurring technical issues.
  • Collaborated with teams to solve technical customer problems across product suites.
  • Coordinated with product development teams to ensure regional market needs were met.
  • Recommended system enhancements and upgrades to support evolving business needs.
  • Reviewed customer feedback surveys to identify areas of improvement within partner programs.
  • Responded promptly to inquiries from current or potential partners in a professional manner.

Education

Class 12 -

AMM Matriculation
Chennai, TN
04-2017

X -

PSBB KK Nagar
Chennai, TN
03-2015

Bachelor of Science - Digital Media - Game Art & Design

ICAT
Chennai, TN
07-2020

Bachelor of Arts - Communication Design - Game Design

Birmingham City University
07-2020

Skills

  • Technical Troubleshooting
  • Critical Thinking
  • Teamwork and Collaboration
  • Process Improvement
  • Problem-Solving
  • Interpersonal Communication
  • Project Management
  • Technical Documentation
  • Customer Relationship Management
  • Training and mentoring
  • Requirements Gathering
  • Art and Animation
  • Documentation and Technical Writing
  • Level Design
  • Game Mechanics Design
  • Video game development

Affiliations

  • Athletics and Sports
  • Art - Digital and Traditional
  • Video Games
  • Gym
  • Travel

Accomplishments

  • Earned the Technical Support Lead role with ~1 year of experience in the organization
  • Improved SLA for the Technical Support process by involving automation and reducing turn-around time
  • Reduced the number of escalations drastically
  • Represented Zoho Inventory platform in Zoho Finance Workshop '23 - Hyderabad
  • Key Speaker for Zoho Finance - Zoho Community meetup for Manufacturers - USA (Online)

Languages

Tamil
First Language
English
Proficient (C2)
C2
Hindi
Beginner (A1)
A1

References

References available upon request.

Timeline

Regional Lead - Partner Relations

Zoho
03.2024 - Current

Regional Lead - Technical Support

Zoho
04.2022 - 03.2024

Technical Support Engineer

Zoho
03.2021 - 04.2022

Class 12 -

AMM Matriculation

X -

PSBB KK Nagar

Bachelor of Science - Digital Media - Game Art & Design

ICAT

Bachelor of Arts - Communication Design - Game Design

Birmingham City University

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Kaarmugil Madhavan