Reading Books
Raj Kumar.S
Technical Engineer
No-5,Pattalamma Layout, Whitefield, Bangalore.,Karnataka
Summary
Results-oriented Technical Support Engineer with 5 of experience providing exemplary technical assistance in fast-paced industry/sector. Proficient in diagnosing and resolving complex technical issues, I have a proven track record of delivering high-quality support to clients. Adept at utilizing in-depth knowledge of technologies, software, or systems. to troubleshoot and provide effective solutions. Known for my excellent communication skills and customer-centric approach, I excel in collaborating with cross-functional teams to drive issue resolution and enhance overall customer satisfaction. Eager to contribute technical expertise and a passion for problem-solving to a dynamic team at Your Target Company."
Overview
5
5
years of professional experience
1
1
Certification
4
4
Languages
3
3
years of post-secondary education
Work History
Technical Engineer
MCUBE - VMC Technologies Pvt Ltd (SAAS)
02.2022 - Current
- Customer Support:
Provide technical assistance and support to customers via phone, email, or chat.
Resolve customer issues, inquiries, and complaints related to products or services.
Ensure timely and effective communication with customers to keep them informed of issue resolution progress. - Troubleshooting:
Diagnose and troubleshoot technical issues with hardware, software, or network systems.
Analyze and identify the root cause of problems reported by customers.
Collaborate with other technical teams to escalate and resolve complex issues. - Product Knowledge:
Develop and maintain in-depth knowledge of the company's products or services.
Stay updated on new features, updates, and technical specifications.
Provide product training to customers or internal teams as needed. - Bug Reporting:
Identify and document software bugs or issues, providing detailed reports to the development team for resolution. - Documentation:
Create and maintain detailed documentation of technical issues, solutions, and troubleshooting steps.
Contribute to knowledge base articles for common issues to aid in self-service support.
Create and maintain documentation, including knowledge base articles, FAQs, and troubleshooting guides, to assist customers in resolving common issues independently.
Executed troubleshooting and server support in both in-person and remote situations. - Escalation and Collaboration:
Escalate unresolved issues to higher-level support or development teams.
Collaborate with cross-functional teams, including software developers, QA engineers, and product managers, to address complex technical issues. - Customer Feedback:
Gather and analyze customer feedback to identify trends and areas for improvement.
Provide insights to product development teams for continuous improvement of products or services. - Quality Assurance:
Test new software releases or updates to identify and report potential issues.
Collaborate with QA teams to ensure the quality of products before release. - Remote Support:
Utilize remote desktop tools to assist customers with troubleshooting and issue resolution.
Guide customers through step-by-step solutions or procedures. - On-Site Support:
Provide on-site support when necessary, especially for complex technical issues that cannot be resolved remotely. - Training and Knowledge Transfer:
Conduct training sessions for internal teams or end-users to enhance their technical understanding.
Participate in knowledge transfer sessions to ensure the support team is up-to-date on the latest technical information. - Integration with Business Applications:
Integration with other business applications, such as customer relationship management (CRM), project management, and email.
Streamlines workflows and enhances productivity by centralizing communication within existing business tools.
Provided secondary training to personnel struggling with technological tools and systems. - Continuous Learning:
Stay informed about industry trends, emerging technologies, and best practices related to SaaS and technical support.
Technical Engineer
TTE Technology India Pvt Ltd
07.2020 - 02.2022
- Customer Interaction:
Respond to Inquiries: Address customer inquiries and issues via various communication channels, such as email, phone, chat, or ticketing systems.
Active Listening: Listen attentively to customer concerns and gather relevant information to understand the nature of the problem. - Troubleshooting:
Issue Identification: Diagnose and identify technical issues reported by customers. - Problem Solving: Use technical knowledge and troubleshooting skills to resolve problems efficiently.
Replication: Reproduce reported issues in a controlled environment for further analysis. - Technical Expertise:
- Product Knowledge: Develop a deep understanding of the product or service being supported.
Stay Updated: Keep abreast of product updates, new features, and technological advancements to provide accurate information and support. - Communication:
Clear Communication: Communicate technical information in a clear and understandable manner, both to technical and non-technical users.
Status Updates: Keep customers informed about the status of their reported issues and provide regular updates on progress. - Documentation:
Create Documentation: Develop and maintain documentation, including knowledge base articles, FAQs, and troubleshooting guides.
Record Keeping: Document customer interactions, issues, and resolutions for reference and future improvement. - Collaboration:
Cross-Functional Collaboration: Collaborate with other teams, such as Development and Quality Assurance, to escalate and resolve complex issues.
Knowledge Sharing: Share insights and knowledge with team members to enhance overall team competence. - Customer Education:
Training: Provide guidance and training to customers on product features and best practices.
Self-Help Resources: Direct customers to self-help resources, including documentation and knowledge base articles. - Remote Assistance:
Remote Support: Utilize remote desktop tools or screen-sharing technologies to assist customers with troubleshooting steps.
Hands-On Assistance: Provide step-by-step guidance to users to resolve issues remotely. - Quality Assurance:
Testing: Assist in testing new releases or updates to ensure the quality and stability of the product.
Bug Reporting: Report identified software bugs to the development team for resolution. - Customer Feedback:
Gather Feedback: Collect customer feedback on product functionality, user experience, and support services.
Feedback Analysis: Analyze feedback to identify trends and areas for improvement. - Continuous Learning:
Stay Informed: Keep up-to-date with industry trends, emerging technologies, and best practices in technical support.
Skill Development: Continuously develop technical skills to stay proficient in supporting evolving products and technologies.
Technical Engineer
Dong Woo Surface Tech India Pvt Ltd
10.2016 - 12.2020
- Provided secondary training to personnel struggling with technological tools and systems.
- Executed troubleshooting and server support in both in-person and remote situations.
- Installing, configuring, and supporting Windows Office applications. Maintaining and upgrading PCs and performing regular backups
- Maintaining call management and asset management network printers and scanners.
- Supporting clients remotely with the help of remote support software applications, hardware peripherals and devices, update software, and hardware drivers as needed, and upgrade computers.
- Installing, configuring and supporting windows Installing and configuring software, hardware, and networks Monitoring system performance and troubleshooting issues.
- Build an internal wiki with technical documentation, manuals, and IT policies.
- Security system installation and troubleshooting Providing remote support to end users.
- Application support and troubleshooting.
- Handling cloud servers and security systems
Sap Advanced Business Application Programme Dev
Mesprosoft
01.2020 - 06.2020
- Coded projects according to technical specification documentation, precisely adhering to prescribed guidelines and development goals.
- Determined software acceptance statuses, applying required technical requirements and developmental goals.
- Researched software faults, bugs and performance issues to determine optimal solutions for inclusion in subsequent patches.
- Participated in software requirement reviews, helping to define tentpole characteristics of new development projects.
- Integrated object-oriented design philosophies into programming tasks to enhance application usability.
- Generated reusable design patterns for utilization in developing applications adhering to standardized frameworks.
- Designed and developed analytical data structures.
- Mastered multiple frameworks for software development.
Education
BE - Electrical And Electronics Engineering
GRT Institute of Engineering And Technology
Chennai 08.2012 - 04.2015
Skills
Technical Support
Technical Documentation
System Analysis
Software Configuration
Remote Support
Troubleshooting and Resolution
Server Maintenance
Wireless Networking
Sales Support
Product Development Support
Technical Troubleshooting
Network Administration
System Deployment Monitoring
File Management
Remote support
System deployment monitoring
Product development support
System Upgrade Design
Troubleshooting and resolution
Remedial Training Oversight
Server maintenance
Certification
CCNA
Interests
Up Skilling
Travelling
Gaming
Learning
Timeline
CCNA
10-2023
Technical Engineer
MCUBE - VMC Technologies Pvt Ltd (SAAS)
02.2022 - Current
Technical Engineer
TTE Technology India Pvt Ltd
07.2020 - 02.2022
Sap Advanced Business Application Programme Dev
Mesprosoft
01.2020 - 06.2020
Technical Engineer
Dong Woo Surface Tech India Pvt Ltd
10.2016 - 12.2020
BE - Electrical And Electronics Engineering
GRT Institute of Engineering And Technology
08.2012 - 04.2015