Rushi Erepalli
Hyderabad
Summary
Experienced Technical Support Professional with a demonstrated history of working in the computer software industry. Skilled in Product technical support, Service management, Linux, and Windows, customer service, Application support, High priority tickets, Quality audits, Training & Mentoring.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Tier 2 Technical Support Engineer
Algonomy
Banglore
10.2021 - Current
- Developed and executed strategies to improve Support Team SLAs, resulting in enhanced operational efficiency.
- Leveraged data insights to drive continuous improvement initiatives, aligning with organizational goals
- Mentored and guided a team of 11 members, fostering collaboration and knowledge sharing.
- Facilitated strong relationships between support and core engineering teams, ensuring seamless coordination.
- Created and maintained CX metrics and dashboards, evaluating NPS, resolution rates, and CSAT.
- Collaborated with Customer Success teams to ensure successful client implementations.
Tier 2 Technical Support Engineer
Mitratech
Hyderabad
10.2019 - 02.2021
- Interacted with vendors and partners as needed in order resolve any technical issues quickly.
- Maintained accurate records of all customer interactions and service requests within our CRM system.
- Collaborated with the hosting team to resolve high-priority (P0) issues, ensuring uninterrupted application functionality.
- Assisted clients in configuring Single Sign-On (SSO) for their production and test environments, including updating SSL certificates.
- Facilitated defect triage meetings with Engineering and QA teams to address newly identified bugs during regression testing.
- Documented frequently raised issues by closely coordinating with clients and professional services.
- Worked alongside professional services to resolve configuration-related issues and provide insights on best practices.
- Addressed front-end cosmetic issues reported by clients.
- Conducted data mapping and data extraction using MySQL queries.
- Trained new support hires and provided assistance with tickets beyond their scope.
Product Support Engineer
HCL
Hyderabad
05.2017 - 07.2018
- Participated in training sessions to stay up-to-date with current trends in product support technology.
- Generated comprehensive manuals that outlined how users should interact with supported products.
- Analyzed daily reports to identify and resolve creative rendering issues, ensuring smooth functionality.
- Successfully handled over 250 cases with a 100% customer satisfaction index.
- Coordinated with the engineering team to address bugs and initiate feature requests.
- Worked on creative rendering issues for both web and mobile products.
- Extracted insights from various sources, including Google Analytics and spreadsheets, to provide actionable recommendations for revenue optimization.
- Evaluated product feasibility to enable internal features.
- Maintained a quality score of above 90% for cases, exceeding the expected score of 85%.
- Assisted in training new hires and provided mentorship during client calls.
IT Analyst
Intelenet Global Services
Hyderabad
10.2014 - 05.2017
- I meticulously analyzed quarterly and monthly revenue reports to identify the root causes behind revenue fluctuations. My insights helped drive strategic decisions and optimize revenue streams.
- I provided valuable recommendations to clients regarding optimal placement of tags on their websites. By adhering to best practices, we enhanced tracking accuracy and improved overall performance.
- I maintained detailed records of customer issues and ensured timely resolution. My proactive approach minimized downtime and enhanced client satisfaction.
- As a mentor, I guided a team of 5 members in resolving complex issues. My collaborative leadership style fostered growth and ensured efficient problem-solving.
Education
Bachelor of Science - ELECTRICAL AND ELECTRONICS ENGINEERING
JNTUH
Hyderabad05-2013
Skills
- Linux
- Teamwork and Collaboration
- Incident Management
- Application support
- Advanced troubleshooting
- Remote Support
- Performance Optimization
- Network Administration
- Customer Support
- Debugging
- System Troubleshooting
- Problem-Solving
- Critical Thinking
- Personnel Training
- Employee Training
- Bug tracking
- Training and mentoring
- Data Analysis
- Cloud Computing
Certification
- Certified ITILv4 foundation
Timeline
Tier 2 Technical Support Engineer
Algonomy
10.2021 - Current
Tier 2 Technical Support Engineer
Mitratech
10.2019 - 02.2021
Product Support Engineer
HCL
05.2017 - 07.2018
IT Analyst
Intelenet Global Services
10.2014 - 05.2017
Bachelor of Science - ELECTRICAL AND ELECTRONICS ENGINEERING
JNTUH
- Certified ITILv4 foundation
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