Hi, I’m
Sai Prashanna S
Summary
Technology lead with over 7 years of experience in Google Workspace administration, email security configuration, and incident management. Achievements include a 60% reduction in ticket volume, a 60% improvement in resolution time, and a 40% increase in customer satisfaction. Expertise in escalation management, SLA governance, and effective stakeholder communication. Proven ability to lead cross-functional teams and drive automation efficiency gains of 30%.
Overview
8
years of professional experience
Work History
WiproBangalore
Technical Lead Engineer
05.2026 - Current
Job overview
- Assisted enterprise customers with technical inquiries regarding Google Workspace products.
- Provided end-to-end support to ensure customer satisfaction across all offerings.
- Google Workspace products, such as Mail, Drive, Sheets, Meet, Vault, and so on.
- Collaborated with teams to troubleshoot and resolve product-related issues.
InfosysBangalore
Consultant
07.2024 - 05.2026
Job overview
- My responsibilities as Team Manager for the Email team include monitoring and leading daily operations, driving team motivation for enhanced performance, and assisting with escalated cases to ensure proper resolution within SLA.
- I play a pivotal role in tracking and optimising team scores to ensure high achievement.
InfosysBangalore
Senior Associate Consultant
05.2022 - 06.2024
Job overview
- Responsible for Google Workspace deployment and support.
- Led the Email team as a Subject Matter Expert (SME), overseeing their daily activities and driving initiatives to enhance performance and team scores.
Dexra SolutionChennai
Devops Analyst
01.2022 - 05.2022
Job overview
- Contributed to DevOps initiatives by performing Pappaya deployments.
- Ensured data integrity and system functionality through database restoration and updates on Nexus, Git, and DB Server.
- Streamlined workflow and issue resolution via the Redmine ticketing system.
IndegeneBangalore
Configuration Engineer (Devops)
02.2021 - 12.2021
Job overview
- Provided technical expertise for Salesforce and Veeva Vault initiatives.
- Implemented project triggering mechanisms and managed deployments for both Salesforce accounts and Veeva Vault.
- Handled specific deployment activities for the Pfizer Project.
- Effectively worked on the Slack ticketing tool.
Econz IT Service Pvt.ltdBangalore
Cloud Deployment executive
12.2019 - 01.2021
Job overview
- Contributed to seamless operations through Google Workspace support and deployment.
- Troubleshot and resolved cloud deployment technical issues.
- Configured SSO policies and performed bulk user uploads for over 10,000 accounts.
- Handled Drive and Mail migrations, ensuring proper policy setup for all users.
- Provided essential training to more than 20 users, covering both end-user and administrative functions.
Tata TeleserviceBangalore
System Engineer
06.2018 - 11.2019
Job overview
- Delivered expert technical assistance for critical business applications including Outlook, CRM, and SAP.
- Performed Outlook profile configurations and addressed software errors.
- Ensured seamless operation of SAP and CRM applications through user-end configuration.
Education
Sethu Institute of Technology
Bachelor of Engineering from Computer Science
Skills
- Effective team management
- Proven leadership capabilities
- Salesforce, Freshdesk, Redmine, and Slack ticketing tool
- Technical troubleshooting
- Project management
- Client relationship management
- Team leadership
- Decision making
- Client relationship building
- Escalation handling
- Process improvement
- Strong leadership skills
- Google Workspace support
- Escalation management
- Operations management
- Team leadership and KPI improvement
Languages
Tamil
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Kannada
Advanced (C1)
Malayalam
Elementary (A2)
Languages
2,A2,5,C1,5,C1,6,C2,6,C2
Guest Lecture
- Delivered motivational and career guidance sessions for Class 10 students at SBOA School
- Presented guest lectures on Google Workspace at SRM College
- Conducted guest lectures on GCP and Cybersecurity at Vaigai Engineering College
- Provided guest lectures on R language and Military VPN services at SIT Engineering College
Awards
- MVP Award, Infosys, March 2025
- Best performer award, Infosys, March 2024
- Rise Award, Infosys, March 2023
- Consistent Performer Award, Tata Tele Service, April 2019
Timeline
Technical Lead Engineer
Wipro
05.2026 - Current
Consultant
Infosys
07.2024 - 05.2026
Senior Associate Consultant
Infosys
05.2022 - 06.2024
Devops Analyst
Dexra Solution
01.2022 - 05.2022
Configuration Engineer (Devops)
Indegene
02.2021 - 12.2021
Cloud Deployment executive
Econz IT Service Pvt.ltd
12.2019 - 01.2021
System Engineer
Tata Teleservice
06.2018 - 11.2019
Sethu Institute of Technology
Bachelor of Engineering from Computer Science