Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Disclaimer
Personal Information
Timeline
Generic

Musi Shahan D S

Ambur

Summary

Dynamic professional with extensive experience at Freshworks Inc., specializing in onboarding and implementation of Freshworks products. Demonstrated success in managing premium clients and executing complex data migrations. Proficient in REST APIs and cross-functional collaboration, driving customer satisfaction and operational efficiency. Strong analytical skills paired with effective communication capabilities.

Overview

8
8
years of professional experience

Work History

Lead - L2 Support

Freshworks Inc
Chennai
05.2020 - 01.2025
  • My career path in Freshworks is as follows.
  • Product Specialist (2020 - 2022)
  • Technical Account Manager (2022 - 2023)
  • Lead - L2 Support (2023 - 2025)
  • Extensive knowledge of Freshworks products (Freshdesk, Freshworks CRM, Freshchat, Freshmarketer).
  • Managed 7-8 premium Freshworks customers for implementation, onboarding, and ticket resolution within SLA.
  • Collaborated with cross-functional teams to prioritize customer tickets and feature requests.
  • Executed data migration from Salesforce, Zoho, Insightly, Pipedrive, and Hubspot to FreshworksCRM/Freshdesk.
  • Integrated CRM tracking code into customer websites to enhance functionality.
  • Handled complexities involving workflows, sales sequences, webhooks, custom apps, APIs, journeys, segments, Email campaigns, WhatsApp integration, and Advanced ticketing.
  • Monitored email activity through Sendgrid to ensure optimal communication flow.
  • Developed custom applications and performed REST API calls including POST, PUT, DELETE, and GET.
  • Led integration of native tools such as Mailchimp, Hubspot, Quickbooks, Pandadoc, and Shopify.

Senior Analyst

HCL Technologies
09.2018 - 04.2020
  • Working As a Remote Desktop Support agent where we deal with the User's issues which includes incidents such as windows server troubleshooting, windows os installation, software fixes, Voip phone configuration, Microsoft office troubleshooting, providing permission for a windows server, Active directory distribution list and security group creation.
  • Here the areas of issues are wide and everyday I deal with various incidents.
  • The examples mentioned above is a few among I work on a daily basis.

Technical Support Engineer

Concentrix Technologies
03.2017 - 09.2018
  • I worked as a L1 support agent in Concentrix technologies where we are deployed for call support for all the Symantec Enterprise users.
  • We dealt with the issues in basis of Symantec Encryption issues and it's restrictions in the application support.
  • I handled issues regarding firewall, drive encryption and policy admin controller issues.

Education

B.E. - Computer Science and Engineering

C.Abdul Hakeem College of Engineering and Technology
Melvisharam
01.2016

HSS -

T.A.W Matriculation higher secondary school
Ambur
01.2012

SSLC -

K.H Matriculation higher secondary school
Melvisharam
01.2010

Skills

  • FreshworksCRM
  • Freshdesk
  • Freshchat
  • Freshmarketer
  • Freshworks Marketplace
  • REST APIs
  • JSON
  • Onboarding & Implementation
  • Monthly Business Report / Quarterly Business Report
  • Workflows
  • Sales Automation
  • DataBricks
  • Custom Apps
  • Workforce Management
  • Active Directory
  • Service-now
  • Exchange Admin Center

Accomplishments

  • Excellent Performer - L2 (Q3, 2024)
  • Won Best Idea Stage in 'Startup Launchpad by NASSCOM' at Ascendas International Park, Chennai.
  • Won Best Startup in 'Bangalore Global' at IBM, Bangalore.

Languages

  • English
  • Urdu
  • Tamil
  • Hindi

Disclaimer

I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.

Personal Information

  • Date of Birth: 01/31/95
  • Nationality: Indian

Timeline

Lead - L2 Support

Freshworks Inc
05.2020 - 01.2025

Senior Analyst

HCL Technologies
09.2018 - 04.2020

Technical Support Engineer

Concentrix Technologies
03.2017 - 09.2018

B.E. - Computer Science and Engineering

C.Abdul Hakeem College of Engineering and Technology

HSS -

T.A.W Matriculation higher secondary school

SSLC -

K.H Matriculation higher secondary school

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Musi Shahan D S