Nethravathi Swamy

· Experienced in log searching, monitoring, and analyzing machine-generated data using web-style interfaces and related tools.

• Experienced with APIs and RESTful calls.
• Proficient with browser developer tools, HAR file analysis, and Splunk.
• Strong front-end troubleshooting skills with solid understanding of network concepts (DNS, DHCP) and basic network troubleshooting commands, SSL, proxies, firewalls, and identifying
• Worked on to write basic SQL queries

• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
• Mentored junior members of the team on best practices in issue resolution techniques.
• Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.

• Answered constant flow of customer calls with minimal wait times.
• Responded to customer requests for products, services, and company information.
• Updated account information to maintain customer records.
• Provided primary customer support to internal and external customers.
• Clarified customer issues and determined the root cause of problems related to Citrix product licenses and how to apply them for the product to work.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs, and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs, or wants.

• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Learned and adapted quickly to new technology and software applications.
• Resolved problems, improved operations and provided exceptional service.
• Gained extensive knowledge in data entry, analysis and reporting.
• Skilled at working independently and collaboratively in a team environment.
• Demonstrated a high level of initiative and creativity while tackling difficult tasks.