Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Interests
Timeline
Generic
Preetham

Preetham

Senior Associate - Product support
Moodabidri

Summary

Product specialist with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.

Overview

8
8
years of professional experience
1
1
year of post-secondary education
2
2
Certifications

Work History

SENIOR ASSOCIATE

Smallcase Technologies
10.2021 - Current
  • Contributed to optimizing bandwidth management to ensure First Response Time targets were met across support channels, while also enhancing Service Level Agreement compliance
  • Trained new hires, providing guidance and support to help them familiarize themselves with the product
  • Enhanced the overall customer experience by gathering and analyzing data on feature requests and reported issues, leveraging regular team meetings with product managers for insights and improvements
  • Handled escalated issues reported through grievance channels by serving as the client's primary point of contact and coordinating with relevant teams to ensure resolution

PRODUCT SUPPORT SPECIALIST

smallcase Technologies
07.2020 - Current
  • Part of the customer experience team supporting smallcase products
  • Managed emails and chats from partnered brokers and investors, addressing smallcase order-related issues and queries while ensuring compliance with SLA requirements
  • Supported 17 brokers and several RA and RIA’s portfolio’s currently live on the smallcase platform, coordinated with them during outages through calls and Email communication
  • Collaborated with various teams to implement platform enhancements based on user requests and feedback

SUPPORT ENGINEER - LINUX ADMINISTRATOR

Tech Mahindra
08.2018 - 08.2019
  • Company Overview: Payroll: Claritaz TechLabs LLP
  • Part of the data center infrastructure support team for an Australian telecommunication company
  • Responsible for researching, performing root cause analysis and troubleshooting software issues on Linux servers within the SLA time frame
  • Work on incidents depending on severity and the type of issue based on alerts from monitoring tools and mail communication
  • Performed day to day administrative tasks such as creating user and group accounts, directory services, file system shares, and permissions
  • Managed and installed patches and software packages using YUM and RPM
  • Creating YUM repository files for offline servers
  • Worked with system, network, security and storage teams to prepare and configure new servers for the environment
  • Managed and resolved incident tickets opened by clients as well as those logged by event monitoring system
  • Writing scripts for cronjob entries, which included maintaining log files
  • Payroll: Claritaz TechLabs LLP

TECHNICAL SUPPORT ASSOCIATE II

Convergys India Services Ltd
03.2017 - 07.2018
  • Part of the global technical support team for an American company specializing in operating systems and software
  • Handling calls routed from North America and EMEA, from customers or businesses looking for assistance with Windows operating system issues
  • Supported application issues related to download, upgrade, installation and activation
  • Recommending changes and additions to hardware based on the customers requirement
  • Escalating product defects to the development team based on reports by customers and ensuring retention of customers
  • Trained and mentored team members and new hires
  • Contributed to several knowledge base articles related to issue resolution within the organization and also on public forums

Education

BACHELOR OF ENGINEERING - Computer science and Engineering

Mangalore Institute of Engineering and Technology (MITE)
Moodabidri, Karnataka
01.2016 - 12.2016

Skills

  • YUM repositories
  • Scripting
  • System administration
  • Leadership
  • Operations management
  • Visualizing data with reports
  • Power BI
  • Product Management

Certification

Linux Administration, Live Wire-CADD Centre, 2015

Personal Information

Date of Birth: 12/26/93

Interests

Road safety

Mental health awareness

Timeline

SENIOR ASSOCIATE

Smallcase Technologies
10.2021 - Current

PRODUCT SUPPORT SPECIALIST

smallcase Technologies
07.2020 - Current

SUPPORT ENGINEER - LINUX ADMINISTRATOR

Tech Mahindra
08.2018 - 08.2019

TECHNICAL SUPPORT ASSOCIATE II

Convergys India Services Ltd
03.2017 - 07.2018

BACHELOR OF ENGINEERING - Computer science and Engineering

Mangalore Institute of Engineering and Technology (MITE)
01.2016 - 12.2016

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Preetham Senior Associate - Product support