Summary
Overview
Work History
Education
Skills
Accomplishments
Disclaimer
Hobbies and Interests
Technical Profile
Timeline
Generic

Nesara N

Bangalore

Summary

With a proven track record at Deltek | Replicon, I excel in leading complex technical resolutions and fostering client relationships. My expertise in Cloud services and exceptional problem-solving skills have driven significant process improvements, notably enhancing customer satisfaction. Adept at mentoring teams, I embody analytical prowess and a commitment to excellence.

Overview

9
9
years of professional experience

Work History

Sr. Support Services Analyst

Deltek | Replicon
Bangalore
09.2022 - Current
  • Led the resolution of complex technical issues, collaborating with cross-functional teams to ensure timely and accurate solutions.
  • Acted as a subject matter expert for the support team, assisting with troubleshooting, root cause analysis, and escalations.
  • Managed critical incidents and service outages, coordinating with internal teams to mitigate issues and minimize downtime.
  • Implemented process improvements that resulted in [percentage] reduction in response time and enhanced customer satisfaction scores.
  • Provided detailed reports on incident trends, resolution times, and SLA performance to senior management.
  • Trained and mentored new support analysts, ensuring they followed best practices and delivered high-quality service.
  • Worked closely with clients to understand their technical needs and provide tailored solutions.
  • Conducted regular service reviews with clients to identify improvement opportunities and optimize service delivery.
  • Mainly to be able to manage the biggest client we have, being their SPOC. We have a small dedicated team for that, where I help keep the lines of communication open among team members by facilitating regular check-ins, ensuring everyone is aligned and can share updates or challenges.
  • Having around 2.5 years of experience, I have worked with many different teams like Implementation, Product, Engineering team, Customisations which has helped me continuously develop both technical and soft skills that contribute to my role and career growth. Later, I make sure to pass on this knowledge to my team members who are involved in handling such issues.
  • Product changes are not done by support team only, it mainly involves the project team and product team. I have taken initiative in maintaining a tracker for all the recent product changes where I regularly follow up with the teams for updates and provide the same updates to the clients on their CAB meetings.
  • Not just working for one client, but I have taken over multiple projects/ accounts and addressed the concerns raised.
  • Apart from the regular work, I also look into the support cases bin by assigning cases/tickets to the all the level of support agents available. By this, it requires to study each issue to understand the level of complexity, the urgency and the accounts that needs to be assigned to the correct support agent which requires time and product knowledge.
  • I also make sure that the caseload is equally distributed among the team to have a balanced bandwidth.

Product Support Engineer

Juspay Technologies
Bangalore
01.2020 - 08.2022
  • Managed customer relationships by delivering prompt responses to queries raised by the merchants and payment gateways
  • Managing a technical team of 20+ members with dedicated tasks like data monitoring, payments (transactions, refunds), success rates, interaction between the clients and payment gateways
  • Providing Immediate resolution to merchants and gateways by deep debugging the issue related to payments
  • Unifying payment gateways to give a seamless, secure, reliable, end-to-end, enterprise-grade payment stack to achieve higher revenue at lower cost
  • Resolved system and customer issues by troubleshooting and providing effective solutions
  • Tested completed projects for functionality and implemented changes to production methods to rectify issues in final products
  • Respond to manufacturer inquiries and requests related to product performance
  • Resolved complex problems such as Success rates dip, payments volume drop to management for resolution
  • Maintained product development schedules and prioritized projects by coordinating with development team
  • Planned and led technical training to boost product support team members' skills
  • Updated team on progress and addressed concerns to meet established project deadlines
  • Collaborated with cross-functional teams to conceptualize and refine product concepts
  • Directed, mentored and monitored support engineers
  • Data analysis of each and every merchant, complete analysis of each step of payments
  • Provided clear and timely technical data required for design and specification of product
  • Directed, guided and monitored support engineers and in-house operational personnel
  • Communicated with vendors and key suppliers to select project materials and meet customer needs
  • Managed project deliverables for customer orders

Team Leader - Project Management

Wipro
Bangalore
01.2017 - 08.2019
  • Updated operational methods and oversaw accounting procedures for improved efficiency
  • Met project deadlines without sacrificing build quality or workplace safety
  • Initiated projects and monitored performance
  • Planned, designed and scheduled phases for large projects
  • Achieved project deadlines by coordinating with contractors to manage performance
  • Handled a team of 25 members for a support project
  • Day to day preparations and maintenance of reports based on team's performance and conveying to clients
  • Direct interaction with the clients to improve business by providing business improvement ideologies
  • Initiated project moon shoot to improve performance

Project in Final Year Engineering

Bangalore
04.2016 - 05.2016
  • Mobile controlled multi sensor robot, Bangalore Using an android app to recognize and process human voice which is further converted to text and is transferred to the robot using bluetooth, further the text is processed by micro controller to control the robot
  • Sensors used: Alcohol, gas/smoke/temperature/IR sensor which senses various parameters
  • IOT module is used to keep a track of sensors
  • Zigbee is used for wireless communication

Education

Bachelor of Engineering Technology - Electrical, Electronics And Communications Engineering

K. S. Institute of Technology
Bangalore
05.2016

Skills

  • SUMO Logs
  • Cloud services apps like Cloud portal, Salesforce, Oracle RNT
  • Amazon Athena
  • Big Query
  • Microsoft Excel
  • MySQL
  • Kibana
  • Logviewer
  • Expresscheckout dashboard
  • EC analytics dashboard
  • Grafana
  • JIRA
  • Postman
  • RDBMS
  • HTML5
  • Eclipse
  • Ride
  • Matlab
  • Xilinx
  • Turbo C
  • Solid Edge
  • RPA
  • Uipath
  • Zoho
  • Microsoft PowerPoint
  • Google Sheets
  • Technical issues analysis
  • Technical documents comprehension
  • Software diagnosis
  • Application support
  • Customer service expert
  • Data recovery
  • Analytical and Critical Thinking
  • Critical Thinking
  • Software
  • Good Telephone Etiquette
  • Problem-Solving
  • Teambuilding
  • Communication tools
  • Social Media
  • Spreadsheets
  • Presentation Tools
  • Databases
  • Word Processing and Desktop Publishing Tools

Accomplishments

  • Supervised team of 25+ staff members.
  • Achieved permanent position in Juspay through effective performance.
  • Best performer award at Wipro based on quality.
  • Promoted as Team Leader based on performance and Certified First line Manager.
  • Won best POC (point of contact) award for the process.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Disclaimer

I hereby declare that the above information is true to the best of my knowledge and belief.

Hobbies and Interests

  • Team and people management
  • Data analysis
  • Social media, content writing
  • Dancing
  • Driving

Technical Profile

Product Support Engineer with 2.5+ years of experience designing and developing products from customer specifications. Works closely with manufacturing to support integration of materials, methods and tools necessary to build specified designs. Technically strong in data analysis, goal to achieve seamless payment experience for the clients, deep debug of payment failures by fetching data., Amazon Athena, Big Query, Microsoft Excel, MySQL, Kibana, Logviewer, Expresscheckout dashboard, EC analytics dashboard, Grafana, JIRA, Postman, RDBMS, HTML5, Eclipse, Ride, Matlab, Xilinx, Turbo C, Solid Edge, RPA, Uipath, Zoho, Microsoft PowerPoint, Google Sheets

Timeline

Sr. Support Services Analyst

Deltek | Replicon
09.2022 - Current

Product Support Engineer

Juspay Technologies
01.2020 - 08.2022

Team Leader - Project Management

Wipro
01.2017 - 08.2019

Project in Final Year Engineering

04.2016 - 05.2016

Bachelor of Engineering Technology - Electrical, Electronics And Communications Engineering

K. S. Institute of Technology

Similar Profiles

CREATE PROFILE
Nesara N