R K SHIVANI
Chennai
Summary
Advanced Technical Support Specialist with 4+ years of experience in customer service and support, skilled in delivering comprehensive product support, diagnosing and resolving complex technical issues, and streamlining resolution processes to improve efficiency. Adept at building client relationships, engaging stakeholders, and aligning technical solutions with business needs to drive customer success and long-term value.
Overview
5
5
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Technical Account Manager (Flex Role)
Gen Digital
10.2025 - Current
- Act as the primary technical point of contact for EB. Review and work on weekly EB enrollment and identity-related error files, identifying patterns, investigating root causes, and following through until closure.
- Shared EB enrollment expertise by training two colleagues, helping scale support capacity during peak error periods and maintain SLA commitments.
- Worked on Product Launches Played a key role in product launch execution, overseeing port launch monitoring, validating internal content, conducting end-to-end testing, and coordinating agent notifications, KB updates to support operational readiness. Own and manage partner escalations, coordinating closely with Engineering, Product, and internal support teams to drive timely resolution and meet committed SLAs.
- Partner with Engineering teams to reproduce issues, validate fixes, and track progress, ensuring minimal impact to partners and customers.
- Support ongoing account management activities, including issue tracking, reporting, and proactive communication with stakeholders.
- Contribute to product testing and validation efforts prior to releases and changes.
- Utilized strong product and technical support knowledge to identify defects and gaps in partner portals during product testing, contributing actionable feedback that informed portal and knowledge base improvements.
- Prepare and send agent and partner communications, including process updates, issue notifications, and operational guidance.
- Worked on Product Launches Readiness in collaboration with PgM to finish CSIS tasks ahead of scheduled launch.
- Maintain strong working relationships across Sales, Account Management, Support, and Engineering, ensuring alignment and smooth execution.
- Demonstrate strong ownership, time management, and the ability to manage multiple priorities in a fast-paced, partner-driven environment.
Technical Support Specialist
Gen Digital
08.2024 - Current
- Provide advanced technical support for endpoint security and antivirus/privacy solutions, including Norton LifeLock, Avast, Avira, AVG, Reputation Defender, and CCleaner, resolving complex malware, performance, and threat-detection issues.
- Perform thorough log analyses and root-cause investigations to identify security or software anomalies; escalate defects and vulnerabilities to engineering, ensuring that patching and updates address both reliability and security.
- Collaborate cross-functionally with engineering and QA to suggest product enhancements that improve malware detection, threat mitigation, false positives/negatives reduction, and overall security posture.
- Troubleshoot issues related to software integrations and cloud infrastructure, working with internal tools and teams to resolve connectivity, deployment, and configuration problems.
- Ensure high levels of customer satisfaction through clear, empathetic communication over multiple channels; maintain issue ownership from report to resolution, particularly for high-severity or critical security incidents.
- Contribute to knowledge base development: document troubleshooting steps, root-cause patterns, and best practices to reduce resolution times, and to support consistency of responses globally.
- Monitor trends in customer issues and security threats; recommend improvements in product stability, security features, or documentation based on usage, incident data.
Technical Support Engineer
Icon Clinical Research
08.2022 - 08.2024
- Installing and Intune up Microsoft 365, Vulnerability scanning & Updating Patches to the Client Servers & Software's, Windows 10 and 11, VMware Horizon, Citrix VDI support and assistance to other production applications support.
- Troubleshoot issues connecting to Internet/LAN and WAN Network, TCP/IP, VPN (IPSEC), Firewalls configuration,Microsoft SharePoint/OneDrive, Support Cisco telephony.
- Follow up helpdesk and log incidents, requests for users ticket to ensure timely closure and proper documentation.
- Resolving inbound calls and personnel IT queries remotely via Phone, Email, Chat & document, track all support interactions using our ticketing tool CRM ServiceNow.
- Identify and resolve technical issues, bugs, and errors within applications to minimize disruptions and downtime.
- Preparing training manuals, Knowledge base articles and SOP materials for easy-access end-user guidance.
- Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.
- Managing the Major Incident Management (MIM) bridge call with technical teams, resolver groups for quick resolution of incident as per agreed incident SLA’s for ticket creation based on Priority P1, P2 & P3.
Technical Support Engineer
Concentrix Technology Pvt limited
05.2021 - 03.2022
- Provide Level 2 technical support and use remote control, if necessary, for ticket resolution.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Follow up with engineers on the tickets assigned and keep the users / client updated on status and close the
tickets once the issue is resolved. - Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Maintained response times to support business continuity.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Analyzing the product and specification which will be helpful for me to solve the technical queries of the
customer.
Technical Support Engineer
Tech Mahindra
11.2020 - 05.2021
- As a Technical Support Engineer, I was responsible for delivering advanced technical assistance to Australian customers, specializing in troubleshooting and resolving issues related to Telstra modems for both internet connectivity and landline services.
- In this role, I managed multiple technical issues simultaneously while executing a wide range of day-to-day responsibilities. These included conducting in-depth research to accurately diagnose problems, tracking and resolving faulty modem cases, collaborating directly with agents across different departments to rectify complex issues, handling escalated customer concerns with efficiency, and delivering clear, timely feedback to ensure customer satisfaction.
- Additional responsibilities included mentoring and training junior staff, monitoring and prioritizing processing requests, developing effective resolution plans for technical issues, and ensuring that all cases were accurately logged to maintain transparency and support continuous improvement.
Education
High School Diploma -
Ummat Public School
Andaman & Nicobar IslandsBachelor of Science - Zoology
Pondicherry University
Andaman & Nicobar IslandSkills
Hardware & Software troubleshooting skills on operating systems: Android, iOS,Windows, and macOS
Customer support
Technical troubleshooting
Remote support
Operating systems
Wireless networking
Incident management
Application support
Cybersecurity best practices
Network troubleshooting
Problem-solving
Software installation
Teamwork and collaboration
Remote diagnostics
Issue escalation
Critical thinking
Certification
Cybersecurity Foundations
Tools
Google CCAI
Romulus
JIRA
Confluence
Agent Desktop
Optimus
SalesForce
Active Directory
Support Now
Timeline
Technical Account Manager (Flex Role)
Gen Digital
10.2025 - Current
Introduction to Prompt engineering
09-2025
Cybersecurity Foundations
07-2025
Networking Foundations: Networking Basics
04-2025
Technical Support Specialist
Gen Digital
08.2024 - Current
Technical Support Engineer
Icon Clinical Research
08.2022 - 08.2024
Technical Support Engineer
Concentrix Technology Pvt limited
05.2021 - 03.2022
Technical Support Engineer
Tech Mahindra
11.2020 - 05.2021
Bachelor of Science - Zoology
Pondicherry University
High School Diploma -
Ummat Public School