Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Naresh Kumar D

Technical Support Engineer 2, Messaging
Chennai

Summary

Experienced Technical Support Engineer with over 5 years of expertise in troubleshooting and customer support. Excellent communication skills and a collaborative approach to problem solving. Adept at using remote support tools and CRM software to enhance customer interactions and support efficiency.

Overview

5
5
years of professional experience
3
3
years of post-secondary education

Work History

Technical Support Engineer 2, Messaging

Twilio
2 2023 - Current
  • Use strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams.
  • Working with RESTful APIs to understand and troubleshoot issues with cloud solutions.
  • Communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.
  • Collaboration with teammates and the Twilio Product and Engineering teams via Slack as well as file JIRAs to report reproducible bugs.
  • Provide comprehensive technical support for SMS/MMS/WhatsApp/A2P 10 DLC/Toll- Free Numbers, messaging services, and APIs.
  • Efficiently resolve connectivity, configuraNon, and software bugs using Zendesk, JIRA, Slack, Zoom, Flex (Chat), and calls.
  • Diagnose and rectify production roducNon samples, including incoming webhook and integraNons.
  • Troubleshoot messaging issues (Long Code, Short Code, Alpha Sender ID), addressing delivery problems, routing, and filtering.
  • Manage WhatsApp troubleshooting, onboarding, WABA association with META, template approvals, and error resolution.
  • Diligently managed on-call shifts, ensuring continuous monitoring and maintenance of the Twilio status page, and consistently updated service pages within the stipulated Service Level Agreements (SLAs) to uphold system reliability and customer trust.
  • Collaborated with Triage Engineers to accurately report and update incident statuses.

Senior Ops Specialist - Entitlement Support

Citicorp Services India Private Limited
08.2021 - 01.2023
  • Have provided service to the internal employees/operations on setting up entitlements for all their team members in a timely manner without affecting their daily BAU.
  • Handled huge volume consistently on all type of entitlement requests (Setting up entitlements/Issue with entitlements/Modify existing entitlement access) with good accuracy %.
  • Performed Semi annual reviews/Transfer reviews for all the employees to make sure all the entitlement access are set up correctly so that their daily BAU is not affected.
  • Identified issues, analyzed information and provided solutions to any problem with the entitlements.
  • Received multiple recognitions from operations for the service provided and also from higher management for being consistent in productivity and maintaining the accuracy.
  • Maintained Citi risk policies with setting up entitlements based on the employees Job profile matrix.
  • Tools used: Marketplace, SharePoint and Excel.

Processing Officer - Support Specialist

Citicorp Services India Private Limited
12.2018 - 08.2021
  • Provided live chat support for customers on all Citi Credit card related queries and maintained customer satisfaction with forward-thinking strategies.
  • Handles customer inquiries related to billing, statements, fees and interest charges.
  • Assisted customers with understanding and maximizing card benefits and reward programs, contributing to customer satisfaction and loyalty.
  • Processed fee waivers and addressed concerns regarding charges, ensuring compliance with bank policies and improving customer retention.
  • Facilitated new card issuance and guided customers through the application process, increasing card adoption rates.
  • Managed the addition and removal of authorized users on customer accounts, ensuring account security and accuracy.
  • Assisted customers on reporting unauthorized transactions and filed disputes on incorrect transactions.
  • Educated customers on secure card usage and fraud prevention measures, enhancing overall security awareness.
  • Provided detailed explanation of reward program structures, redemption options, and points accrual to customers, enhancing their engagement with the program.
  • Resolved inquiries related to reward points discrepancies, ensuring accurate and timely adjustments to customer accounts.
  • Tools Used: Live Engage (Chat), Sawgrass.

Education

Bachelor of Science - Computer Application

Madras Christian College
Chennai
06.2015 - 04.2018

Skills

Problem-solving abilities

Accomplishments

  • Received Citi gratitude Gold award for being a great team player in terms of mentoring and driving the team towards productivity.
  • Provided exceptional support at hard times during COVID-19 by extending shift hours and providing weekend support.
  • Being consistent in maintaining the top position in team's scorecard in terms of maintaining accuracy and productivity.
  • Secured Winner up position in Citi Volleyball tournament in the year 2019.
  • Received two Citi Gratitude Bronze Award for winning the contest named "Your Success is Our Success' for achieving the high productivity and for Delivering results in the consecutive months .
  • Worked on project for consolidating Confluence Wiki pages to make it more user friendly.
  • Received a Hoot for providing timely help for the colleagues who where cross trained to support our team during hard times.

Timeline

Senior Ops Specialist - Entitlement Support

Citicorp Services India Private Limited
08.2021 - 01.2023

Processing Officer - Support Specialist

Citicorp Services India Private Limited
12.2018 - 08.2021

Bachelor of Science - Computer Application

Madras Christian College
06.2015 - 04.2018

Technical Support Engineer 2, Messaging

Twilio
2 2023 - Current

Similar Profiles

CREATE PROFILE
Naresh Kumar DTechnical Support Engineer 2, Messaging