Mahendra Rao
Bengaluru
Summary
Reliable mentor prepared to take on a new role focused on developing emotional, social and life skills. Strengths include communication, activity planning and problem-solving. Well-versed in working with individuals of all ages.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Product Support Engineer 3 (L3)
Ola Electric Technologies Pvt Ltd
Bangalore
04.2022 - 04.2023
- Create reports and statuses to review with sales executives on their Services business and develop plans and activities that technical support can execute to assist customers and prospects
- Analyzed customer feedback regarding product performance and identify areas for improvement.
- Implemented strategies designed to improve customer satisfaction levels.
- Directed a team of 20, cultivating their professional growth and driving efficient problem-solving initiatives.
- Assisted in the development of software applications used in product support activities.
- Developed and maintained customer service processes for product support operations.
- Provided guidance and assistance to junior staff members when needed.
- Provided technical support to customers for product installation, configuration and troubleshooting issues.
Platinum Support Account Manager [TAM]
Sprinklr India Pvt Ltd
Bangalore
05.2019 - 04.2022
- Resolved 150+ technical queries related to Sprinklr Advocacy App (JVM-based) and API management tools (Postman, Apigee) with a 95% first contact resolution rate, ensuring efficient customer support.
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Negotiated contracts with clients to maximize revenue potential.
- Developed successful customer relationships to boost sales opportunities.
- Provided technical support for end users who are utilizing the company's APIs.
- Analyzed customer requirements to determine appropriate solutions using the API.
- Monitored error logs and identified potential areas of improvement in the API structure.
- Collaborated with other developers to design, develop, and maintain APIs.
- Integrated third-party services into existing application architecture via APIs.
- Performed root cause analysis on complex issues related to the use of applications by customers.
- Worked closely with vendors during product development cycles in order to ensure compliance with specifications.
- Created reports using SQL queries that provided insight into customer usage patterns of applications.
- Assessed customer feedback regarding application usage experience then developed strategies for improvement.
Telecom Engineer
Css Corp Pvt Ltd (Movate)
Bangalore
12.2017 - 04.2019
- Provided L2 on-call support for Mitel Phones and servers
- Troubleshot phones and routing issues on Mitel Director.
- Documented all changes made to the telecom system in accordance with company policies.
- Provided technical support on voice and data networks including LANs and WANs.
- Configured routers, switches, hubs and other telecommunications equipment to meet customer requirements.
- Implemented security measures such as firewalls, encryption algorithms, and access control lists on telecom networks.
- Trained end users on how to use different types of telecommunication equipment correctly.
- Installed, maintained and supported SIP applications.
Product Support Engineer [SME for Technical Account Management]
Plivo Communication Pvt Ltd
Bangalore
12.2014 - 06.2017
- Diagnosed and resolved complex technical issues related to IVR, call routing, and voice call analysis, ensuring optimal functionality for clients.
- Debugged issues related to API requests and responses promptly.
- Optimized existing API code to improve performance and scalability.
- Documented processes related to the development of new or updated APIs.
- Integrated third-party services into existing application architecture via APIs.
Education
Bachelor's In Computer Application -
Dr C.V. Raman University
07.2017
Skills
- Customer Satisfaction
- Technical Support
- Team Management
- IT Networking
- Troubleshooting
- AWS
- Docker
- Software Debugging
- Training and mentoring
- Software Installation
- Product Testing
- Continuous Improvement
- Supply Chain Optimization
- Technical solution development
- Documentation preparation
- Product Lifecycle Management
- Manufacturing process understanding
- Schedule Coordination
- Jenkins
- Java
- Python
- RESTful APIs
- Linux
- Grafana
- Graylog
- Power BI
- Tableau
- Elastic Kubernetes Service (EKS)
Certification
- AWS Certified Cloud Practitioner, 2019
- Microsoft Certified Power BI Data Analyst Associate, 2021
- AWS Certified Solutions Architect, 2022
- Google Cloud (GCP) & Terraform Associate, In Progress
Clouddatabasemanagement
- MongoDB
- MySQL
- BigQuery
Cloudmonitoringanalyticaltools
- Grafana
- Graylog
- Power BI
- Tableau
- Elastic Kubernetes Service (EKS)
Technicalgooglecloudprojects
- Bookshelf App Explorer, Building a bookshelf explorer with Google Cloud Services. The tech stack includes Serverless Web API, Cloud Function for Data Import, Cloud Run Container for REST API with Web UI, Google Cloud Firestore, and Google Artifact Registry., https://books-frontend-rezx xjyina-el.a.run.app
- Vertex Summarizer, A web app that lets users summarize articles, text, and other forms of content using Google Cloud Vertex AI. The tech stack includes Svelte Kit, a Web App Framework, Vertex AI PaLM 2 API (For LLM), Cloud Functions, and Cloud Run (to run containerized applications)., https://vertex-summarizer-3 m4gxacc3q-el.a.run.app
Technicalawsprojects
- AWS Serverless Chat Application, Built a serverless chat application using AWS Lambda, DynamoDB, API Gateway, S3, Cognito, CloudFront.
- AWS Three-tier Web Application, Built a serverless chat application using AWS Lambda, DynamoDB, API Gateway, S3, Cognito, and CloudFront.
- Weekly YouTube Growth Analysis, Deployed and hosted as It can help in tracking the channel's performance over time. Power Query, Power Pivot, Power Bi Report Server.
Cloudskills
- AWS (Certified)
- Docker
- Github
- Google Cloud GCP (in progress)
Languages
- English
- Hindi
- Kannada
Timeline
Product Support Engineer 3 (L3)
Ola Electric Technologies Pvt Ltd
04.2022 - 04.2023
Platinum Support Account Manager [TAM]
Sprinklr India Pvt Ltd
05.2019 - 04.2022
Telecom Engineer
Css Corp Pvt Ltd (Movate)
12.2017 - 04.2019
Product Support Engineer [SME for Technical Account Management]
Plivo Communication Pvt Ltd
12.2014 - 06.2017
Bachelor's In Computer Application -
Dr C.V. Raman University
- AWS Certified Cloud Practitioner, 2019
- Microsoft Certified Power BI Data Analyst Associate, 2021
- AWS Certified Solutions Architect, 2022
- Google Cloud (GCP) & Terraform Associate, In Progress
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