Madan Kumar
Application Support Engineer
Pallikaranai, Chennai
Summary
Experienced with troubleshooting software issues and ensuring optimal system performance. Utilizes technical skills to provide efficient and effective support. Knowledge of collaborating with teams to achieve seamless application functionality and user satisfaction.
Overview
14
14
years of professional experience
Work History
Application Support Engineer – L1
ISLAND PACIFIC RETAIL SYSTEMS
04.2018 - 04.2026
- Sound knowledge in the retail domain, ERP software cycle.
- Handling ERP, E-commerce, BI, OCS, and POS applications.
- Customer ticket management using the Zendesk support tool, JIRA support tool, Workfront, and Autotask support tool.
- Re-creating and troubleshooting real-time scenarios faced by customers on AS400 and Java-based applications, and liaising with the Development and QA teams for a fix, then forwarding the fixes to customers.
- Fetching records using SQL queries, and analyzing the files based on the client issues reported.
- Coordinating with the development and QA teams regarding updates and ticket closures.
- Scheduled job monitoring in the customer’s environment.
- Managed multiple assignments simultaneously, ensuring all tasks were completed efficiently, within SLA, and with accuracy.
Senior consultant
SUTHERLAND GLOBAL SERVICES
09.2012 - 04.2018
- Help my team members resolve emails and chats from prospective customers, assist customers effectively by solving customer disputes, discuss products offered, and ensure customer satisfaction.
- Supported team members in delivering high-level customer experiences by efficiently handling queries, ensuring SLA compliance, and fostering continuous improvement.
- Forwarded requests, as per escalation policy, to a higher level of support. Arranged the resolution of customer support issues that can't be resolved by first-line support.
- Ensured all customer communications are professional, accurate, and timely. Resolved requests related to billing and account issues, and some technical assistance.
Education
B.Tech - I.T
Adhi College of Engineering & Technology
Chennai, India2012
Skills
Strong communication and negotiation skills
Detail oriented and works with a high degree of accuracy
Handles confidential financial and personal information appropriately
Application flow processes
Application testing
Task prioritization
Domain Knowledge
Retail : Purchase order, receiving, Distribution, Pricing, Warehouse Management, Customer Service. B2B and B2C order management.
Tech Stack
- Database : SQL server
- Language & Web : AS400 basics
- CRM tools : Zendesk, Autotask, JIRA, MS Excel, Salesforce
Accomplishments
- Supervised and trained team of 10 staff members.
- Received “Best Team Lead” award for multiple consecutive months.
Timeline
Application Support Engineer – L1
ISLAND PACIFIC RETAIL SYSTEMS
04.2018 - 04.2026
Senior consultant
SUTHERLAND GLOBAL SERVICES
09.2012 - 04.2018
B.Tech - I.T
Adhi College of Engineering & Technology