Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Kiran Kumar Ravinuthala

Hyderabad

Summary

Dynamic and detail-oriented Zendesk Administrator and Customer Support Specialist with 8+ years of experience in service operations, workflow automation, and client management. Proven expertise in optimizing support processes, managing support tools like Zendesk and Jira, and delivering high-quality, data-driven service. Recognized for effective cross-team collaboration, training delivery, and strategic planning to elevate customer satisfaction.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Zendesk Administrator

Pro-Vigil Surveillance
04.2024 - 04.2025
  • Customized Zendesk support structure, including triggers, automations, and macros.
  • Created custom dashboards and reports for SLA performance and ticket analytics.
  • Integrated Zendesk with business platforms and managed field/form logic updates.
  • Conducted team training and knowledge sessions on Zendesk best practices.
  • Defined SLA policies to proactively address potential breaches.
  • Work jointly with teams across departments to establish service expectations, determine success measures, and track advancement through essential performance indicators.

Global Support Agent – Tier 1

Bcforward
11.2021 - 02.2024
  • Managed Zendesk ticket queues covering HR, payroll, and software access.
  • Automated ticket assignments, improving response and resolution times.
  • Generated reports to track performance and SLA compliance.
  • Delivered high-quality support across multiple channels.

Customer Operations Specialist

MediaMint (Client: Pinterest)
08.2020 - 11.2021
  • Resolved support issues via Zendesk for ads, billing, and account setup.
  • Improved ticket categorization and macro usage for efficient resolution.
  • Delivered SLA compliance insights, reducing escalations by 18%.
  • Conducted RCA, documented solutions, and led internal process improvement.
  • Partnered with cross-functional teams to enhance customer outcomes.

Client Assist Specialist – M&A

Intralinks
05.2019 - 10.2019
  • Supported financial clients via phone, email, and live chat.
  • Created documentation and help articles to aid internal resolution.
  • Ensured timely resolution through effective issue validation and follow-up.

Support Engineer – Azure

Mindtree Ltd. (Client: Microsoft)
06.2018 - 01.2019
  • Resolved Azure platform issues and offered architecture-based recommendations.
  • Resolved support issues via Zendesk for ads, billing, and account setup.
  • Knowledge of the Microsoft Azure architecture and offerings to provide customer resolution and proactive customer recommendations.

Sr. Process Associate / Analyst

Infosys & GlobalLogic (Client: Google)
05.2014 - 09.2017
  • Acted as SME and trainer for 40+ associates on Google Maps data projects.
  • Handled escalations and improved accuracy of location listings.
  • Performed policy reviews and spam analysis to maintain content quality.

Education

B.Tech -

Hyderabad Institute of Technology and Management
Hyderabad, Telangana
01.2013

Skills

  • Zendesk Administration
  • Data Analysis
  • Report Making
  • SLA Management
  • Workflow Automation
  • Root Cause Analysis
  • Team Management
  • Microsoft Office Suite
  • Google Workspace
  • CRM Tools
  • Project Management Tool

Certification

  • ITIL 4 – Introduction to Service Management (Udemy)
  • Zendesk Administrator & Explore Analytics (Udemy / Zendesk)
  • Zendesk Foundational Support Certification
  • Operations Management (CareerNinja)

Timeline

Zendesk Administrator

Pro-Vigil Surveillance
04.2024 - 04.2025

Global Support Agent – Tier 1

Bcforward
11.2021 - 02.2024

Customer Operations Specialist

MediaMint (Client: Pinterest)
08.2020 - 11.2021

Client Assist Specialist – M&A

Intralinks
05.2019 - 10.2019

Support Engineer – Azure

Mindtree Ltd. (Client: Microsoft)
06.2018 - 01.2019

Sr. Process Associate / Analyst

Infosys & GlobalLogic (Client: Google)
05.2014 - 09.2017

B.Tech -

Hyderabad Institute of Technology and Management

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Kiran Kumar Ravinuthala