Radhul Krishna KK
Kaipamangalam-Thrissur
Summary
Versatile and results-oriented professional with experience across customer support, software implementation, testing, and business operations. Skilled in problem-solving, customer communication, requirement analysis, team coordination, process management, and handling multiple responsibilities in a fast-paced environment. Experienced in working with cross-functional teams, managing customer-facing operations, and using technology to improve efficiency. Adaptable, quick to learn new systems and processes, and open to taking on new challenges and opportunities across different roles and industries.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Support Manager
Zeta Software Solutions Pvt Ltd
Kochi
06.2023 - Current
- Manage day-to-day HRMS application support, handling customer issues, escalations, and ensuring timely resolution through functional and technical teams.
- Manage and monitor the customer support ticketing portal, ensuring proper ticket assignment, prioritisation, follow-up, and closure while maintaining effective support processes.
- Analyse customer issues, identify appropriate solutions or workarounds, and coordinate with internal teams to resolve complex or recurring issues.
- Act as a key point of contact between customers and internal teams, ensuring clear communication, requirement understanding, and effective issue resolution.
- Coordinate with the Customization Department for customer requirements that are not available in the standard product, including requirement gathering, effort/cost estimation, and customer communication.
- Handle the initial coordination and handover of approved customization requirements to the Customization Team for further execution.
- Identify opportunities to improve support processes, customer experience, and operational efficiency for support activities.
- Managed escalated customer issues, providing solutions that increased customer retention rates.
- Collaborated with product development teams to provide customer insights, influencing future product enhancements.
Support & Implementation Executive
Zeta software solutions pvt ltd
Kochi
07.2018 - 05.2023
- Handled HRMS implementation projects, independently managing assigned implementations from requirement gathering and system configuration to user training and go-live support.
- Participated in multiple implementation projects under the guidance of the Implementation Manager, supporting requirement analysis, configuration, testing, data preparation, and deployment activities.
- Worked closely with customers to understand their business processes and requirements and configure the application accordingly.
- Provided functional support and troubleshooting to customers, resolving application-related issues and guiding users on the effective use of the system.
- Conducted user training and product demonstrations, helping customers understand system features, workflows, and best practices.
- Coordinated with customers and internal technical/functional teams to identify issues, track pending requirements, and ensure smooth implementation and support.
- Assisted in post-implementation support, addressing customer queries and ensuring a smooth transition from implementation to regular support.
Junior Software Tester
Zeta software solutions pvt ltd
Kochi
01.2018 - 05.2018
- Performed functional and regression testing of ERP/HRMS applications to identify defects and ensure system functionality met business requirements.
- Prepared and executed test cases and test scenarios, covering different application modules and business workflows.
- Identified, documented, and tracked software defects, providing clear details to the development team for investigation and resolution.
- Performed retesting and validation of bug fixes and supported the team in ensuring the stability and quality of application releases.
Education
Master of Business Administration -
Bharathidasan University
01-2027
BCA
Sangai Internationbal University
01-2018
Plus Two -
Kerala State Higher Secondary Board
01-2014
Skills
- Application Support & Troubleshooting
- ERP & HRMS Support
- Ticket Management & Support Operations
- Software Implementation
- Requirement Gathering & Analysis
- User Training & Product Demonstration
- Software Testing & QA
- Customer Relationship Management
- Cross-functional Team Coordination
- Performance Monitoring
- Problem Solving
- SQL – Basic Querying & Data Validation
Certification
- Certified Software Test Professional
Timeline
Support Manager
Zeta Software Solutions Pvt Ltd
06.2023 - Current
Support & Implementation Executive
Zeta software solutions pvt ltd
07.2018 - 05.2023
Junior Software Tester
Zeta software solutions pvt ltd
01.2018 - 05.2018
Master of Business Administration -
Bharathidasan University
BCA
Sangai Internationbal University
Plus Two -
Kerala State Higher Secondary Board