Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Accomplishments
Timeline
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Mamatha S

Mamatha S

Bangalore

Summary

Results-driven Senior Technical Support Engineer at Vymo Technology, specializing in resolving critical incidents, enhancing customer experience, and driving process automation for improved efficiency. Expert in managing ticketing tools like JIRA and Freshdesk, ensuring timely issue resolution and SLA compliance. Adept at troubleshooting complex technical environments, with a strong foundation in system functionality, network support, and database management. Recognized for automating support workflows, reducing manual workload, and improving response times. Strong communicator, skilled in user training, cross-functional collaboration, and delivering proactive support to enhance system performance and customer satisfaction.

Overview

6
6
years of professional experience

Work History

Vymo Technology – Bengaluru

| Senior Technical Support Engineer
07.2022 - Current
  • Provided technical assistance for new products, investigated reported issues, and implemented effective solutions to enhance the customer experience.
  • Ensured timely resolution of escalated issues within a 4-hour SLA, significantly reducing unresolved or open cases.
  • Diagnosed and troubleshot hardware, software, network, and communication-related issues, both remotely and on-site.
  • Monitored CRON jobs, Exotel, and SFTP file transfers to guarantee data processing accuracy.
  • Managed JIRA and Freshdesk ticketing systems, ensuring SLA adherence and prompt resolution of escalated cases.
  • Trained junior team members on client-specific requirements, collaborated with cross-functional teams, and provided after-hours support to ensure 24/7 system availability.
  • Automated, repetitive support tasks using scripts and process optimizations improve efficiency and reduce manual workload.
  • Conducted root cause analysis (RCA) to identify recurring issues, and collaborated with development teams for permanent fixes.

Toyota Tsusho Systems India Pvt Ltd – Bengaluru

| Application Support Engineer
09.2019 - 07.2022
  • Received the Appreciation Award (05/22/2020) for outstanding contributions during the COVID-19 crisis.
  • Incident & SLA Management: Expertise in handling critical incidents (P0 & P1), ensuring timely resolution while maintaining SLA compliance for major and BAU incidents.
  • Technical Troubleshooting & Support: Diagnosed and resolved system usability issues, VPN connectivity problems, IE/ActiveX settings, and Cisco AnyConnect-related network issues.
  • Application & Ticketing Expertise: Managed service requests and incident tickets efficiently using ticketing tools, ensuring smooth application functionality for dealers and suppliers.
  • Stakeholder and Dealer Support: Provided Level 1 technical support, assisted Toyota dealers with system configurations, and coordinated third-party access requests, like SSL VPN.

Education

Bachelor of Engineering (BE) - Electronics & Communication Engineering

Vivekananda College of Engineering & Technology
01.2019

II PUC -

SM Kushe PU College Mangalore
01.2015

SSLC -

SM Kushe High School Mangalore
01.2013

Skills

  • MS Excel
  • JIRA
  • Putty
  • Freshdesk
  • FileZilla
  • Rundeck
  • Active listening
  • Problem solving
  • Communication
  • Cross-functional collaboration
  • Customer relationship management
  • Exotel
  • Postman

Languages

  • Kannada
  • English
  • Tulu

Personal Information

  • Date of Birth: 09/28/97
  • Nationality: Indian

Accomplishments

  • Champion of the Month (Nov 2024, Feb 2025)
  • Star Performer of the Quarter (Q2)

Timeline

Vymo Technology – Bengaluru

| Senior Technical Support Engineer
07.2022 - Current

Toyota Tsusho Systems India Pvt Ltd – Bengaluru

| Application Support Engineer
09.2019 - 07.2022

Bachelor of Engineering (BE) - Electronics & Communication Engineering

Vivekananda College of Engineering & Technology

II PUC -

SM Kushe PU College Mangalore

SSLC -

SM Kushe High School Mangalore

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Mamatha S