PASUMARTY VASAVI
Technical Support Engineer
Hyderabad
Summary
Dedicated Technical Support Engineer with close to 6 years of experience and a proven track record in proficiently deploying products and providing exceptional customer support. Skilled in SQL and Salesforce, adept at troubleshooting technical issues and delivering effective solutions to enhance client satisfaction. A dedicated team player who can be relied upon to help achieve the team goals
Overview
5
5
years of professional experience
7
7
years of post-secondary education
Work History
Tier 2 Technical Support Engineer
Mitratech
07.2023 - Current
- As part of my role at Mitratech, I oversee application support for the INTEGRUM software, a pivotal product serving a user base of nearly 70,000 across more than 10 client accounts.
- Manage Salesforce Dashboards tailored for User Issue Management, while also developing KPI Monitoring dashboards to effectively monitor various metrics pertinent to issue resolution.
- Spearhead the deployment and upkeep of updated versions of the product to ensure seamless operation.
- Execute database migrations as necessary during application upgrades, ensuring smooth transitions and minimal disruption.
- Address L3 support tickets concerning application functionality and user access management, meticulously replicating reported issues, delivering resolutions, and documenting insights within a knowledge base for future reference.
Senior Analyst
Cognizant
06.2022 - 03.2024
- Collaborated closely with Sales, Engineering, and Product teams to analyze Google Ads data.
- Developed SQL-based Dashboards using Google Data Studio to deliver sales insights to clients, leveraging data sourced from Google AdWords. Created essential SQL scripts for daily monitoring of client sales performance.
- Utilized Google's CRM tool (Connect Sales) and machine learning-based recommendation tool to equip Google sales representatives with effective customer pitches and enhance advertisement performance.
- Delivered exceptional product support to customers, enhancing their experience with Google Ads and effectively managing escalations.
- Identified and escalated P0 & P1 issues, facilitating communication between Engineering teams and users to ensure prompt resolution.
Feedback Escalation Engineer
Teleperformance
05.2019 - 03.2022
- Developer dashboard using Tableau to monitor the incidents raised by the customers and track the resolution metrics. Data is driven by Postgres db
- Lead problem resolutions requiring extensive analysis,troubleshooting and escalation to product development - Neutron Tool
- Triaging the feedback received from different Google products, finding new issues and escalating those bugs to the Engineering team
- Regression testing, functional and exploratory testing of Google products
- During initial days, worked as L1 support consultant. Based on performance, started assisting customers with L2 queries
Education
B.Tech - Electronics And Communication Engineering
Vignan's University
Guntur 03.2014 - 03.2018
Intermediate - Maths, Physics, Chemistry
Sri Chaitanya Junior College
Visakhapatnam 03.2012 - 03.2014
SSC -
Bhashyam Public School
Bobbili 03.2011 - 03.2012
Skills
SQL
Timeline
Tier 2 Technical Support Engineer
Mitratech
07.2023 - Current
Senior Analyst
Cognizant
06.2022 - 03.2024
Feedback Escalation Engineer
Teleperformance
05.2019 - 03.2022
B.Tech - Electronics And Communication Engineering
Vignan's University
03.2014 - 03.2018
Intermediate - Maths, Physics, Chemistry
Sri Chaitanya Junior College
03.2012 - 03.2014
SSC -
Bhashyam Public School
03.2011 - 03.2012
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