Madan Thinakaran
SENIOR TECHNICAL SUPPORT SPECIALIST
Bangalore,AP
Summary
Results-oriented IT professional with a proven track record in technical support, project management, and team leadership. Demonstrated expertise in optimizing operations, reducing costs, and fostering a culture of continuous improvement. Known for establishing and leading high-performing teams, automating processes, and delivering innovative IT solutions.
Overview
10
10
years of professional experience
5
5
Certifications
Work History
Senior Technical Support Specialist
Autodesk
04.2024 - Current
- Ensured high-impact case resolution for enterprise and premium customers by proactively managing SLA-driven issues through chat, phone, and web support channels; contributed to increased customer satisfaction by converting DeSat cases into promoters through thorough root cause analysis and timely communication.
- Oversaw case load distribution at the start of shifts to maintain queue balance and efficiency for the I&L AMER region, ensuring optimal case ownership and faster resolution times across the team.
- Handled escalations with urgency and precision, engaging Engineering and Product Support Teams based on technical findings and customer input, which contributed to feature improvements and faster turnaround on critical issues.
- Monitored and supported autonomous case handling systems, while maintaining control over individual and team backlogs to ensure case hygiene and timely follow-up actions.
- Exhibited advanced troubleshooting expertise across a broad set of Autodesk products, technologies, and services, consistently handling complex cases and guiding peers on technical challenges through active swarming and knowledge sharing.
- Compiled and interpreted performance metrics, providing weekly reports and actionable insights to leadership.
Engineer – Googler Technology and Engineering
Google Cloud
11.2022 - 02.2024
- Established and led a global IT team, ensuring a seamless 24/7 service with a remarkable 99.9% uptime and zero critical incidents.
- Spearheaded the implementation of advanced automation techniques, reducing manual tasks by 40%, and enhancing overall team efficiency.
- Championed a collaborative culture resulting in a 40% faster project delivery and strengthened partnerships across departments.
- Strategically utilized Major Incident Classification methodologies, resulting in a significant 50% reduction in downtime and increased stakeholder satisfaction.
- Successfully orchestrated vendor collaborations leading to the deployment of three innovative IT solutions, improving operational efficiency by 20%.
- Produced and presented management reports showcasing a 20% reduction in Mean Time To Resolve (MTTR), a 95% First Call Resolution (FCR), and a 95% SLA compliance.
- Nurtured a culture of knowledge sharing, reducing incident resolution time by 25%, and promoting continuous improvement
Engineer - ETS Client Services
Mandiant
09.2021 - 11.2022
- Collaborated closely with the product development team, translating client feedback into actionable technical enhancements for software improvements.
- Developed and maintained comprehensive technical support documentation, including FAQs, troubleshooting guides, and knowledgebased articles.
- Applied strong diagnostic and troubleshooting skills to address hardware and software issues, ensuring timely escalation and effective resolution of complex problems.
- Proactively identified high-impact tickets within the CRM system, prioritizing them accordingly for efficient resolution.
- Conducted detailed evaluations of the customer journey, identifying technical support requirements and offering consultative guidance for effective problem resolution.
- Analyzed SLA reports, pinpointing root causes of service level agreement misses, and recommended optimal practices for reconciliation.
- Led initiatives to foster team collaboration, reducing incident resolution time by 25%, and enhancing overall efficiency
Technical Support Engineer
Intuit India Pvt.Ltd
01.2018 - 09.2021
- Delivered comprehensive L2 technical assistance to global teams, ensuring the rapid resolution of intricate problems through diverse communication channels.
- Collaborated with Major Incident Managers during critical incidents, minimizing downtime, ensuring service continuity, and bolstering service desk contributions.
- Demonstrated expertise in IT Asset Management, overseeing the entire lifecycle of IT assets.
- Streamlined operational processes by reviewing requisitions, producing reports, and responding to inquiries.
- Oversaw Network Integration and the complete IT asset lifecycle management.
- Served as a Knowledge-Centered Service (KCS) coach, delivering training to new team members and orchestrating organizational efforts.
- Received recognition for driving a 20% improvement in the overall speed of resolving incidents and effectively managing team-related issues.
IT Analyst
Cisco Systems India
06.2015 - 01.2018
- Established and led a high-performing global IT team with a remarkable 99.9% uptime and zero critical incidents.
- Successfully automated AD and Office 365 processes, reducing manual tasks by an impressive 40%.
- Orchestrated successful collaborations with vendors, deploying three groundbreaking IT solutions, leading to a 20% improvement in efficiency.
- Spearheaded Major Incident Classification methodologies, resulting in a remarkable 50% reduction in downtime.
- Recognized with Spot Awards for the successful completion of multiple IT projects
Education
B.Com - (Accounting And Finance)
Mangalore Institute of Technology And Science
Mangalore, India 04.2001 -
Skills
SLA Management & Escalation Handling
Quality Auditing & Process Compliance
Performance Metrics & Reporting
CRM & Case Management Tools (eg, Salesforce, ServiceNow)
Knowledge-Centered Support (KCS) Methodology
Certification
Foundation of Project ManagementFoundation of Project Management
Timeline
Senior Technical Support Specialist
Autodesk
04.2024 - Current
Engineer – Googler Technology and Engineering
Google Cloud
11.2022 - 02.2024
Engineer - ETS Client Services
Mandiant
09.2021 - 11.2022
Technical Support Engineer
Intuit India Pvt.Ltd
01.2018 - 09.2021
IT Analyst
Cisco Systems India
06.2015 - 01.2018
B.Com - (Accounting And Finance)
Mangalore Institute of Technology And Science
04.2001 -
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