Hi, I’m
PRAJYUN A P
Support Specialist
Hyderabad,TG
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 5+ years of experience in the IT industry. A true Customer-Obsessed professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in Technical Troubleshooting and working in 24/7 uptime environment.
Overview
7
years of professional experience
4
years of post-secondary education
3
Certifications
4
Languages
Work History
Talenntree Education Pvt Ltd
Support Specialist (Freelancer)
08.2023 - 03.2025
Job overview
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Collaborated with cross-functional teams to develop and implement effective support strategies.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
- Reduced downtime by proactively identifying and addressing system vulnerabilities before they impacted users.
- Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
- Improved customer retention with empathetic and efficient handling of support cases.
HungerRush
DevOps Engineer – Customer Facing role
03.2021 - 07.2023
Job overview
- Migrated multiple production databases from SQL Server onto Azure SQL Databases
- Arranged these databases into Elastic Pools and Automated their management
- Removed 44+ legacy Pipelines and created automated CI CD pipelines that deploys the code to Staging, UAT and Production environments
- Secured 50+ function apps using VNets specially designed to restrict communication from the internet
- Only traffic coming from a set of Ips will be allowed to connect to these function apps
- Introduced strict Azure Policies on several aspects of Azure resource creations
- Restricted random creation of resources that adds costs to the company, reduced the specs of resources that the team needed for creating Virtual Machines and other resources
- Created Logic Apps to automate daily tasks that included generating SQL reports that collects SQL Exception errors from selected Databases
- Introduced Jenkins as an alternate for Azure CI CD, which helped us simplify deployments
- Created simple PowerShell scripts to automate certain manual tasks that were carried out every day
- Provided extensive Customer Support to clients in the US and Canada
- Documented 150+ support tickets and troubleshooting scripts in a centralized database; improved knowledge sharing and reduced average resolution time by 20%, enhancing overall team efficiency in customer service operations
HungerRush
Mobile Apps Deployment Specialist – Customer Facing role
12.2020 - 02.2021
Job overview
- Built, Deployed, and managed over 360 mobile apps across iOS and Android platforms
- Achieved a client satisfaction rating of 93%
- Collaborated with cross-functional teams to resolve system vulnerabilities, achieving a 40% reduction in critical incident response time and enhancing overall service reliability within six months of implementation
Zuper
Customer Success Specialist
03.2020 - 11.2020
Job overview
- Delivered tailored solutions to clients, addressing pain points and implementing improvements
- Created detailed documentation and interactive invoice templates, enhancing client experience
Freelancer
Freelancer
11.2018 - 12.2019
Job overview
- Designed responsive front-end websites and SQL databases for diverse projects
- Optimized codebases and resolved technical challenges for clients globally
- Enhanced client satisfaction by delivering high-quality work within deadlines.
- Adapted quickly to changing project requirements, demonstrating flexibility and adaptability under pressure.
- Strengthened client relationships with consistent communication and timely project updates.
- Managed multiple projects simultaneously while maintaining a high level of attention to detail and organization.
Zoho Corporation
Technical Support Engineer
03.2018 - 08.2018
Job overview
- Resolved over 1100 client tickets with a 93.5% satisfaction rating in under six months
- Worked with global clients to troubleshoot product issues and deliver solutions promptly
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- 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.
- Mentored junior members of the team on best practices in issue resolution techniques.
Education
SRM Easwari Engineering CollegeChennai, India
Bachelor of Science from Information Technology
04.2014 - 01.2018
Skills
Technical Support
undefinedCertification
Microsoft Azure Fundamentals (AZ-900)
Accomplishments
- Best Performer Award, HungerRush (Q3 2021)
- Consistently high Customer Satisfaction Rating (CSAT) of 94% across roles.
Socials
https://www.linkedin.com/in/prajyunkarthik/, https://prajyunap.github.io/portfolio/
Timeline
Support Specialist (Freelancer)
Talenntree Education Pvt Ltd
08.2023 - 03.2025
DevOps Engineer – Customer Facing role
HungerRush
03.2021 - 07.2023
Mobile Apps Deployment Specialist – Customer Facing role
HungerRush
12.2020 - 02.2021
Customer Success Specialist
Zuper
03.2020 - 11.2020
Freelancer
Freelancer
11.2018 - 12.2019
Technical Support Engineer
Zoho Corporation
03.2018 - 08.2018
SRM Easwari Engineering College
Bachelor of Science from Information Technology
04.2014 - 01.2018
Similar Profiles
Rinki KumariRinki Kumari
TEAM LEADER (HR & OPERATION) at upGrad India Pvt Ltd (RAYASH EDUCATION PVT LTD)TEAM LEADER (HR & OPERATION) at upGrad India Pvt Ltd (RAYASH EDUCATION PVT LTD)
Apoorva MishraApoorva Mishra
Assistant General Manager - L & D at Extramarks Education India Pvt LtdAssistant General Manager - L & D at Extramarks Education India Pvt Ltd
SWALIH P ASWALIH P A
Junior Network Engineer at Brainnit Education PVT LTDJunior Network Engineer at Brainnit Education PVT LTD