Krishna Srinivas

• Deliver exceptional technical support to Microsoft Advertising users by addressing and resolving issues related to account setup, campaign management, billing, and ad performance. Additionally, collaborate with Retail Media partners to provide resolution assistance for complex retailer issues and drive effective solutions.
• Collaborated with cross-functional teams to identify, analyze, and resolve customer issues.
• Collaborate with engineering and product teams to escalate and resolve complex technical problems and contribute to product improvement.
• Conduct training sessions and create documentation to enable our vendor team partners to self-serve and improve resolution accuracy and fasten investigation time for maintaining support KPIs.
• Provided client consultation and support, addressing inquiries related to campaign setup, account setup, and other technical issues.
• Periodically documented customer interactions and feedback to identify common issues and recommend improvements to processes and product.
• Oversee the development, implementation, and maintenance of the internal survey tool utilized by various teams in Advertising Support, Trust & Safety as a Project Manager. Also, contributed to developing some internal solutions for Editorial management of different entities and vendor feedback tool.
• Using Cosmos scripting knowledge, migrated Editorial SQL queries to Cosmos scripts to bring detailed database checks for troubleshooting Editorial entity status and mismatch issues.
• Collaborate with team members to deliver essential technical support for issue investigations, including troubleshooting and resolution. Provide comprehensive assistance with back-end data and editorial reviews, leading to effectively isolate the problem and with next steps for the team member.
• As a Bing Places SME, provided advanced technical support and troubleshooting for issues related to business listings, such as listing accuracy, verification problems, or integration with other Microsoft Advertising products like Hotel Ads. Offered data insights to engineering partners by collecting and analyzing user feedback to identify areas for product improvement and working with product development teams to enhance the Bing Places platform, alongside to help review the issue volume trends and help page updates.
• Contributed to the execution of the product road-map for Vertical Ads feature, focusing on go-to-market strategies to ensure successful product launches and market penetration.

• Developing business use-cases with detailed understanding of NSL framework and mapping framework to that of business plan.
• Provide implementations on creating Ad server logic and create solution/flow using NSL framework.
• Work with technology teams like UI/Back-end/Middleware to integrate business models and suggest new modules to be used as repeatable solutions.
• Provide proof of implementation to Leaders and Management team and document use-cases with clarity.

• Troubleshooting and testing technical issues for Microsoft Advertising customers.
• Occasionally speaking to customers to quickly get to root of their problem.
• Adapted to new and required skills and applied them to daily tasks, improving efficiency and productivity.
• Manage and lead 25 member team of talented Support Engineers with focus on customer service and team performance supporting Microsoft Advertising customers.
• Analyzed project-related information and made recommendations based on discoveries.
• Gathered requirements and maintained communication between internal and external stakeholders.
• Developed suggestions for technical process improvements to optimize resources.
• Managed deliverable estimates, negotiated resource conflicts and allocated resources.
• Evaluated project risk on multiple dimension, including customer impact risk.
• Prepared status charts for daily management/MBR/QBR meetings.
• Developed and implemented training initiatives for new hires.
• Tracked KPIs and created continuous improvement plans.
• Developed technical requirement documentation for existing and new procedures.
• Drive automation and ideation for Process improvements.

• Experience in performing troubleshooting, managing 15 member technical support team in managing digital advertising campaigns, operations and ad networks for APAC, EMEA and NA customers.
• Working knowledge of Google Tag manager and other 3rd party implementation.
• Implementing process metrics to measure team excellence & productivity.
• Handled Tier 1 publishers like BBC, Bloomberg, NBC, TripAdvisor, Disney, CBS, Bell Media, LinkedIn, Amazon, etc.
• Exceptional ability to multitask and adapt to new concepts.
• Immense skills to perform troubleshoot and resolve issues.
• Ability to manage multiple priorities effectively.
• Strong communication, team building and skilled to teach subordinate staff.
• Assisted Manager in employee performance and feedback program
• Managed issues and if necessary escalated issues to next level.
• Prepared progress reports for Team members and presented it to management.
• Implementation of improvement plans for low performers.

Being Senior Application Support Analyst for Incident and Problem Management work was responsible for

• Identifying, managing and resolving time sensitive escalations; managing ~15 customer escalations per day.
• Performing incident triage, to include determining scope, urgency, and potential impact, identifying specific vulnerability, and engage Problem Management team for further review.
• Performing escalation trend analysis and reporting.
• Managed tracking and documenting incidents from initial detection through final resolution and provide training to internal support team.
• Monitored client queries and assisted them with help of email and phone.
• Maintained all information of status and updated customers accordingly on progress of resolution.
• Triaged requests in order to provide top-notch support.

• Experience in performing troubleshooting Mobile applications developed by Kony.
• Managed triaging of reported problem and provided solutions for Kony customers.
• Collaborated with Product Support and Development teams for escalating issues needing support.
• Experience in using and testing applications developed by Kony Studio (mobile application developing tool) and hands-on usage of running Unix queries, SQL queries for Database checks.
• Participate in requirements phase and liaise with business user to gather requirements.
• Review test cases prepared by QA team and do functional testing or Unit testing of App.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Monitored systems in operation and input commands to troubleshoot areas such as Application availability, perform Services statuses checks.

• Provided technical support to all Samsung product-owned customers.
• Resolved hardware and software related issues.
• Updated ticketing tracking system with troubleshooting and resolution steps.
• Maintained documentation of resolved issues.

• Provided immediate IT-related assistance with hardware and software issues.
• Resolved trouble tickets that were received in timely, professional, and efficient manner.
• Resolved customer service issues such as warranty claims.