Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Karanam Vikas

Associate Technical Support Engineer
Bengaluru

Summary

Associate Technical Support Engineer with experience in 24x7 production support, log analysis, and CLI/SSH-based troubleshooting. Skilled in incident management, system monitoring, and cloud-connected environments. Recently trained in AWS (EC2, S3, IAM, CloudWatch) and DevOps seeking to contribute as a DevOps L1 Support Engineer.

Overview

2
2
years of professional experience
5
5
Certifications

Work History

Associate Technical Support Engineer

ChargePoint
Bengaluru
02.2025 - Current
  • Provided 24x7 L1 support for EV charging stations, ensuring uptime and SLA adherence across production environments.
  • Analyses system logs and error reports using the NOC (Network Operations Centre) cloud platform to detect hardware, software, and configuration issues.
  • Performed remote troubleshooting via CLI/SSH into station consoles, executing service restarts, log checks, and configuration adjustments to restore functionality.
  • Assisted in EV stations configuration management including access policies, pricing structures, and session reporting, ensuring smooth operational workflows.
  • Managed incident lifecycle from case ownership to resolution, including escalation, documentation, and tracking within ITSM systems.
  • Collaborated cross-functionally with engineering and product teams to resolve high-priority incidents and apply preventive measures.
  • Supported system monitoring and proactive risk identification to minimize downtime and enhance system reliability.

Technical Support Engineer

BETSOL
Bengaluru
10.2023 - 01.2025
  • Delivered 24x7 support for production and staging environments, ensuring high system availability and adherence to SLAs.
  • Performed system monitoring, log analysis, and incident handling to proactively identify and resolve issues.
  • Troubleshot application, infrastructure, and cloud-related issues including connectivity failures, performance bottlenecks, and configuration errors.
  • Managed Citrix, VMware, Azure Remote Desktop, and Palo Alto Global Protect VPN environments, handling installation, configuration, and escalation support.
  • Analyses system and application logs to detect root causes, escalated critical issues, and applied fixes to minimize downtime.
  • Collaborated with cross-functional teams to resolve high-priority incidents and documented resolutions for knowledge base improvement.
  • Supported end users in resolving technical issues (authentication errors, system access, performance issues), ensuring smooth business operations.
  • Handled incident management and escalation workflows using ITSM tools like ServiceNow and Salesforce CRM.
  • Coordinated patching, upgrades, and maintenance activities to ensure system security and compliance.
  • Provided technical documentation and reporting for incident trends, system performance, and recurring issues.

Education

Master of Science - Computer Applications Development

Manipal University Jaipur
Bengaluru
04.2001 -

Bachelor of Science - Computer Applications Development

Indian Academy Degree College Autonomous
Bengaluru, India
04.2001 -

Skills

Linux Administration & Shell Scripting (Bash, Python )

Python

AWS (EC2, S3, IAM, CloudWatch, VPC)

Network Support

CCNA

Microsoft o365 with co-pilot

Root Cause Analysis & Troubleshooting (application, server, cloud)

Users Management

Log Monitoring & Alerting (CloudWatch, system logs, NOC tools)

Remote Troubleshooting via CLI/SSH

System Monitoring & Incident Handling

24X7 L1 Production & Staging Environment Support

ITSM Tools: ServiceNow, Salesforce CRM

Incident & Escalation Management

Problem-Solving & Analytical Thinking

Adaptability to Rotational Shifts & 24x7 Support

Cross-functional Collaboration with Engineering/DevOps teams

Certification

CCNA

Accomplishments

  • Resolved 100+ technical cases monthly by performing log analysis, SSH troubleshooting, and system monitoring, ensuring SLA compliance.
  • Awarded “Spot Award” at BETSOL for exceptional performance in technical support, consistent SLA adherence, and delivering customer-first solutions.
  • Improved incident resolution time by 20% through proactive monitoring, escalation, and cross-team collaboration.

Timeline

Python for Devops

08-2025

Linux

08-2025

Associate Technical Support Engineer

ChargePoint
02.2025 - Current

Introduction to RDMS

12-2024

Microsoft 365 Copilot

11-2024

CCNA

08-2024

Technical Support Engineer

BETSOL
10.2023 - 01.2025

Master of Science - Computer Applications Development

Manipal University Jaipur
04.2001 -

Bachelor of Science - Computer Applications Development

Indian Academy Degree College Autonomous
04.2001 -

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Karanam VikasAssociate Technical Support Engineer