Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
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Niraimathi Sekar

Senior Technical Support Specialist
Chennai

Summary

Senior Technical Support Engineer with over 3 years of experience in troubleshooting, diagnosing, and resolving complex product-related issues, with a strong focus on UEMS and MDM solutions. Successfully handled and resolved over 15+ critical incidents, reducing average resolution time by 35% and consistently maintaining customer satisfaction scores above 95%. Skilled in both on-premise and cloud environments, with experience leading teams to deliver high-quality, efficient technical support.

Overview

5
5
years of professional experience
4
4
years of post-secondary education
3
3
Languages

Work History

Senior Technical support Engineer

Zoho Corporation Pvt Limited
07.2022 - Current
  • Managed technical support for 500+ enterprise customers using ManageEngine Endpoint Central, ensuring timely issue resolution with an average 90% customer satisfaction score (CSAT).
  • Handled 100+ critical customer escalations per month, providing rapid solutions that minimized downtime, leading to 20% reduction in response times and increased customer retention.
  • Conducted 50+ product demos and training sessions for new and existing customers, increasing product adoption rates and helping onboard 50K new endpoints across multiple global clients.
  • Provided end-to-end technical support for ManageEngine UEMS (Endpoint Central & MDM), including software deployment, patch management, asset tracking, and remote troubleshooting across Windows, macOS, and mobile devices.
  • Managed mobile device policies, app distribution, and security configurations for Android and iOS using MDM, ensuring compliance with enterprise IT standards.
  • Collaborated with cross-functional teams to resolve critical client issues, performed root cause analysis, and ensured timely resolution within defined SLAs.

Customer support

Amazon
08.2020 - 03.2021
  • Implemented proactive solutions, reducing common customer issues by 25% through regular follow-ups and knowledge-sharing sessions with client teams.
  • Led the customization and deployment of Alexa Skills for high-profile clients, driving the successful delivery of over 100 custom Alexa Skills and increasing customer engagement by 40%.
  • Built strong customer relationships by providing proactive support and technical guidance, contributing to a 15% improvement in customer retention and high CSAT scores (avg. 4.8/5).
  • Led the customization and deployment of Alexa Skills for high-profile clients, driving the successful delivery of over 100 custom Alexa Skills and increasing customer engagement by 40%.
  • Interacted with both technical administrators and business decision-makers to understand requirements and recommend appropriate configurations and solutions.

Education

BE - ECE

AVC College of engineer
07.2016 - 09.2020

Skills

Problem-Solving Skills

Communication Skills

Technical Knowledge

Patience and Empathy

Time Management

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Accomplishments

  • Amazon Alexa 'Customer Excellence Award'
  • Zoho 'Customer Impact Award' (2023)
  • Zoho 'Top Performer Award' (2024)

Interests

Learning new technology
Reading books
Watch product launch of top MNCs

Timeline

Senior Technical support Engineer

Zoho Corporation Pvt Limited
07.2022 - Current

Customer support

Amazon
08.2020 - 03.2021

BE - ECE

AVC College of engineer
07.2016 - 09.2020

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Niraimathi SekarSenior Technical Support Specialist