Prakash V C
Bengaluru
Summary
Technical Process Specialist with extensive experience at Infosys, known for enhancing operational efficiency and leading teams effectively. Skilled in business analysis and cloud compliance, with a history of optimizing workflows and boosting customer satisfaction through strategic problem-solving and collaboration. Developed impactful training materials and spearheaded process improvements.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Team Lead
Infosys
Bengaluru
03.2024 - Current
- Led the Level 2 team in resolving complex customer account issues, including GTCs, support agreements, and invoice and license adjustments.
- Collaborated with cross-functional teams to streamline operational procedures, reducing escalations and delays.
- Reviewed and optimized customer service workflows, closing identified gaps and formalizing standard operating procedures.
- Developed and implemented standard operating procedures, training staff on best practices.
- Developed training materials for new hires on technical processes and systems.
- Conducted regular ops audits to assess compliance with established guidelines.
- Worked with development teams to analyze and resolve usability issues.
- Researched and escalated support cases when initial resolutions were unattainable.
Support Contract Administrator
Citrix Systems
Bengaluru
11.2017 - 03.2024
- Administered global support contracts and license compliance across APAC, EMEA, and North America.
- Processed modifications to licenses and contracts, including terminations and transfers, through Salesforce.
- Managed sales order and entitlement lifecycle between SAP R/3 and Salesforce to ensure accurate license rights.
- Supported high-visibility Priority accounts by resolving issues impacting revenue and customer satisfaction.
- Executed billing adjustments including credit/rebill, refunds, and changes to auto-renewal settings.
- Resolved entitlement errors, manual asset transfers, tax exemptions, and trade embargo issues.
- Collaborated with cross-functional teams including Order Management, Finance, and Customer Service to enhance processes.
- Generated compliance and operational reports utilizing Salesforce, Tableau, SAP, and MS Excel.
L1 Technical Support Engineer
Hewlett-Packard Inc.
01.2017 - 10.2017
- Delivered first-level technical support, resolving hardware and software issues swiftly.
- Documented customer interactions and solutions to maintain accurate records.
- Collaborated with senior engineers on escalated issues for effective resolution.
- Participated in training sessions to remain current with emerging technologies.
- Recognized for exceptional customer service and technical proficiency.
Education
Bachelor of Science - Mathematics, Electronics, Computer Science
St Joseph's University
Bengaluru04.2016
Physics, Chemistry, Mathematics and Electronics -
St. Joseph's Pre-University College
Bangalore04.2013
SSLC -
Sree Cauvery School
Bengaluru04.2011
Skills
- Business analysis and cloud compliance
- Team leadership
- Technical support and account management
- Operational efficiency
- Problem solving
- Contract administration
Hobbies and Interests
- Traveling
- Playing Cricket
- Marathon
Websites
Personal Information
- Date of Birth: 03/23/95
- Nationality: Indian
Languages
English
Proficient (C2)
C2
Tamil
Native
Native
Kannada
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1
Certification
Data Science & Analytics
Timeline
Technical Support Team Lead
Infosys
03.2024 - Current
Support Contract Administrator
Citrix Systems
11.2017 - 03.2024
L1 Technical Support Engineer
Hewlett-Packard Inc.
01.2017 - 10.2017
Bachelor of Science - Mathematics, Electronics, Computer Science
St Joseph's University
Physics, Chemistry, Mathematics and Electronics -
St. Joseph's Pre-University College
SSLC -
Sree Cauvery School