Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

KRISHNA KUMAR A

Chennai

Summary

Reliable Tier 2 Technical Support Engineer with background in troubleshooting and resolving complex technical issues, maintaining high customer satisfaction levels. Demonstrated strengths include strong analytical skills, effective communication, and ability to quickly learn new technologies. Previous roles indicate success in improving efficiencies by identifying recurring problems and implementing solutions.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Tier 2 Technical Support Engineer

8x8
Chennai
06.2023 - Current
  • I was promoted to a direct 8x8 employee based on my performance, where I continued in the same role as I had in my previous organization. I assisted customers across various platforms, addressing issues related to the contact center and PBX systems.
  • I provided technical support for Tier 2 customer inquiries through phone, email. My responsibilities included resolving escalated issues by diagnosing and troubleshooting hardware, software, network systems, and applications.
  • I monitored performance, analyzed call quality issues, and delivered resolutions based on network tests conducted at the customer's end. Additionally, I tested patches and updates before releasing them into the production environment to ensure stability.
  • Resolved escalated issues through diagnosis and troubleshooting of hardware, software, network systems, and applications.
  • Performed system analysis to identify root cause of problems using remote diagnostic tools.
  • Created detailed documentation for each customer interaction including problem resolution information.

Sr. Associate. Technical Support

Tech Mahindra Ltd
04.2018 - 12.2019
  • Worked as a Sr. Technical Support in Tech Mahindra Ltd from April 2018 until December 2019.
  • Worked for Project NBN Telstra, which provides support for Australian customers.
  • Provided front-line support for ISP-related issues by offering basic troubleshooting with the help of a tool, Natama.
  • Managed the team of 16 members as an acting SME, by providing guidance and assistance to them when it comes to troubleshooting the issues for the customers.
  • Provided direction and guidance to junior associates on complex tasks.

Consultant

Sutherland global services
05.2016 - 04.2018
  • Worked as a consultant in Sutherland Global Services from May 2016 until April 2018.
  • Handled mostly US-based customers and worked for McAfee Antivirus as a Sales and Retention Agent.
  • Achieved all the targets by retaining customers.
  • Developed and implemented customized strategies to meet client needs.

Customer Support Officer

ALLSEC Technologies
04.2014 - 01.2016
  • Worked as a customer support officer in ALLSEC Technologies from 16th apr 2014 till 30th Jan 2016
  • Started my carrier as customer support office in ALLSEC Technologies
  • Worked different projects like MEM (Month End Money) and Monument cards
  • Handled UK based customers and assisted them in borrowing money, collecting payments

Senior Telecom Engineer

CSS Corp PVT LTD
03.2020 - 06.2023
  • Worked as a Senior Telecom engineer in CSS Corp, PVT LTD from March 2020 until June 2023.
  • Working as a Level 2 technical support for the project 8x8, which provides VOIP service for Business clients.
  • Troubleshot various technical issues related to WAN and LAN connectivity, VoIP systems, and routers.
  • Responded quickly to outages or service interruptions by performing root cause analysis activities in order to restore service as soon as possible.
  • Provided training sessions for junior engineers on best practices for designing, deploying and troubleshooting telecom networks.
  • Performed root cause analysis of reported issues to decisively discern and enact corrections.
  • Have hands-on experience on client tools like Citrix, CRM-OD, Salesforce, Natama, Siebel.

Education

Diploma - Electrical and Electronics Engineering

01.2009

10th -

01.2003

Skills

  • Ability to blend into and lead a team
  • Positive attitude, commitment to work
  • Punctuality, desire for innovation, and continuous learning
  • Scientific thinking and skillful presentation
  • Product and service expertise
  • Process understanding, branding, and recall process
  • Out-of-the-box thinking
  • Passionate about completing the task assigned to me on time

Accomplishments

  • Received customer-nominated awards for delivering exceptional service, as well as team-nominated awards for knowledge sharing and contributing to the team's performance.

Certification

  • Cisco Certified Network Associate
  • SIP School Certified

Languages

Tamil
First Language
English
Advanced (C1)
C1
Telugu
Intermediate (B1)
B1
Hindi
Elementary (A2)
A2

Timeline

Tier 2 Technical Support Engineer

8x8
06.2023 - Current

Senior Telecom Engineer

CSS Corp PVT LTD
03.2020 - 06.2023

Sr. Associate. Technical Support

Tech Mahindra Ltd
04.2018 - 12.2019

Consultant

Sutherland global services
05.2016 - 04.2018

Customer Support Officer

ALLSEC Technologies
04.2014 - 01.2016

Diploma - Electrical and Electronics Engineering

10th -

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KRISHNA KUMAR A