Playing and Watching Football
Manikantan Raghunath
Technical Support Specialist
Bangalore
Summary
Qualified Technical Support Specialist with 9 years of Technical Support & helpdesk experience. Provides comprehensive Entity Management Software, ERP, SAAS based software support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Seeking for job opportunity in a prestigious organization where I can confidently share my expertise in Technical Support.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Technical Support Specialist
Diligent Software Corporation
Bangalore
04.2022 - Current
- Providing technical support to clients using Entities software via phone and email.
- Gather customer’s information and determine the issue by evaluating and analyzing the information provided, researching their individual customizations and testing issues to identify issues and triage as necessary
- Develop a deep expertise of our Entities software to help clients
achieve outcomes including centralizing, managing and effectively structuring their corporate record - Diagnose and resolve technical and software issues involving settings, connectivity, login problems, customization issues, XML issues and more
- Follow troubleshooting guidelines to research possible solutions using a combination of
consulting available resources, testing and live troubleshooting sessions with clients via call. - Identify priority issues and work with development and tier 2 team to troubleshoot or escalate as necessary
- Deliver frequent updates to clients on ongoing issues managing a balance of new cases with open, ongoing cases
- Accurately process and record call transactions using a computer and designated CRM software.
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
- Organize ideas and communicate effectively within team and department as well as with external stakeholders.
- Follow up and make scheduled call backs and meetings to customers where necessary.
- Stay current with system information, changes and updates
Tech Application Spec
Epicor Software Corporation
Bangalore
10.2018 - 04.2022
- Supporting client engagement and business development, ideally leveraging existing client relationships.
- Assisting in Implementation of Dynamics GP for various client who are opting for Dynamics GP as the Financial Module.
- Enhancing client relationships through providing on-going support to end users, assisting with trouble shooting or additional training via email or phone.
- Research and correct reported incidents in Axapta Great Plains and BisTrack across all versions.
- Leading client training and participating in solution demonstration efforts. Providing expertise in integration of Bistrack (Distribution EPR) into the Microsoft Great Plains and Axapta platform.
- Investigate, analyze, and identify key business requirements and issues.
- Provides input to the change management, issues tracking, risk management and communications plan for the project.
- Identify potential software development work that can improve client’s processes
- Identifying creative solutions for processes that aren’t fully accomplished by standard Dynamics Great plains processing.
- Training users in a hands-on methodology and developing training documentation.
- Supporting integrations and migrations between Dynamics products and a variety of other products.
- Analyzing and troubleshooting the support incidents in Microsoft Dynamics Great Plains and providing an effective resolution to the customer for all the GL, AP, AR, payroll, inventory, order entry, HR, and purchasing modules.
- Assisting in deployment of Microsoft solutions, specifically Dynamics GP on SQL platforms (including GL, AP, AR, payroll, inventory, order entry, HR, and purchasing modules.
- Working on BisTrack and Dynamics GP integration support incidents, troubleshooting the accounting issues arising in both the application.
- Figuring the missing blocks in the bank reconciliations and month end closures whenever customer reaches out to us for assistance.
- Creating new end users for our clients and providing them the security roles within Dynamics GP based on their roles in the organization and also configuring their new license in GP if clients opt to upgrade the number of licenses.
- Creating new general ledger codes and assigning it to the right posting types based on the client needs.
- Performing & coordinating data cleansing, importing supplier, GL codes into Dynamics GP\Axapta with the help of integration manager.
- Designing custom reports in management reporter based on the customer requirement (Income statement, balance sheet and comparative budgets.
- Creating basic SQL scripts, testing and executing them in the case of data fixes.
- Creating and Triggering SQL jobs for Supplier sync between BisTrack and Dynamics GP\Axapta.
- Working with third party application which are integrated with GP like Mekorma for check processing, Binary stream for multi-entity management and Rockton software for better navigation within GP.
- Troubleshooting the Econnect issues investigating the reason for transactions being stuck between the applications and resolving them effectively.
Senior Process Associate
Capgemini India Private Limited
Bangalore
05.2014 - 10.2018
- Invoice Processing- Well versed with Indexing & invoice processing activity, handling some of the complex units like Germany, Great Britain, and Austria, and attending weekly calls for status review of the units.
- Transition of New Process - Travelled to Netherland for a transition of a new process, in which I had to interact with clients get trained on the process, prepared desktop procedures, and then did a knowledge transfer back in India and worked towards stabilization of the new process and attending daily calls with clients for the process review during the stabilization periods.
- Fixed Asset Revaluation - Travelled to Sweden for a period of 3 months for revaluation of the fixed assets, in which We had to assist investigate did RCA contacted purchasers and buyers through emails and calls and corrected all the cases which were contributing towards deviation of actual cost exceeding the initial investment.
- Intercompany Reconciliation - Handled Intercompany reconciliation both from AR as well As AP end, where in we used to work on the statements and confirm balances to the other counterparts and also send them the statements from our unit end for them to confirm the balance.
- Payment Processing - Handled Payments, Month end Provisional entries, Return/Rejected Payments processing,processing refunds and applying against open debits, processing unidentified refunds and also was part of Q2R (queries to resolve) team handling all the payment related queries and client Interactions effectively through calls on daily and weekly basis.
Education
Bachelor of Commerce - Finance And Accounting
New Horizon College
Bangalore 05.2011 - 04.2014
10+2 - PCMC - Science
Air Force School
Bangalore 03.2010 - 03.2011
Skills
Technical Support
Complaint resolution
Technical documents comprehension
Ticket support system management
Customer service expert
Technical issues analysis
Remote IT Implementation
System Provisioning
Performance Optimization
Finance and Accounting
Application support
Multitasking Abilities
Active Listening
Software Proficiency
Testing activities
Maintenance and troubleshooting
Desktop support
Technical application support
Accomplishments
- Attended the support summit for BisTrack and Microsoft Dynamics users in Canada during the month of April 2019 in Epicor.
- Traveled to Sweden for fixed asset revaluation for a period of 3 months in July 2017 (Capgemini).
- Traveled to Belgium, Netherlands for transition of new process for a period of 10 days(Capgemini).
Interests
Gaming
Photography
Timeline
Technical Support Specialist
Diligent Software Corporation
04.2022 - Current
Tech Application Spec
Epicor Software Corporation
10.2018 - 04.2022
Senior Process Associate
Capgemini India Private Limited
05.2014 - 10.2018
Bachelor of Commerce - Finance And Accounting
New Horizon College
05.2011 - 04.2014
10+2 - PCMC - Science
Air Force School
03.2010 - 03.2011
Declaration
I, Manikantan R, hereby declare that the information contained herein is true and correct to the best of my knowledge
and belief.
Manikantan Raghunath
Declaration
I, Manikantan R, hereby declare that the information contained herein is true and correct to the best of my knowledge
and belief.
Manikantan Raghunath