Sai Krishna Alapaka

Contributed to the creation of a knowledge base
for common issues, streamlining the
troubleshooting process for future cases.
Managed multiple concurrent chats, providing
prompt assistance and attention to detail or
quality of service.
Mentored and provided guidance to newly hired
support engineers, sharing best practices and
helping them adapt to the team.
Monitored customer satisfaction metrics and
adjusted support strategies accordingly for
continuous improvement.
Educated customers on product features and
functionalities, empowering them with the
knowledge needed for self-support when
possible.
Collaborated with team members to share best
practices and improve overall service quality.
Enhanced customer satisfaction by providing
timely and effective technical support through
daily triage calls.
Identified trends in recurring issues, reporting
these findings to product group for further
investigation and resolution.
Documented support interactions for future
reference.
Reduced escalations by utilizing extensive
product knowledge and problem-solving skills

• Used remote diagnostic tools to identify sources of certain customer issues.
• Connect over calls and emails to assist customers with techinical support, code issues, bug fixes and configuration issues.
• Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
• Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
• Explained complex technology-related issues in understandable terms to customers.
• Established empathy with customers through insight into business drivers and expectations to offer personalized service.
• Researched and identified solutions to technical problems.
• Created proofs of concept for innovative new solutions.

• Developed tools to lessen or eliminate operational burdens for teammates, expediting initial development.
• Analyzed supportability aspects of proposed products, defining required remote and on-site support assets needed for adequate post-sale sustainability.
• Provided initial support on software tickets submitted for Recovery Rate Optimization, maintaining resolution rate 99%.
• Monitored systems in operation and quickly troubleshot errors.
• Documented technical issues and solutions to enable tracking history and maintain accurate logs.
• Implemented technical solutions to solve internal customer issues and increase satisfaction.

• Used remote diagnostic tools to identify sources of certain customer issues.
• Connect over calls and emails to assist customers with techinical support, code issues, bug fixes and configuration issues.
• Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
• Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
• Explained complex technology-related issues in understandable terms to customers.
• Established empathy with customers through insight into business drivers and expectations to offer personalized service.
• Researched and identified solutions to technical problems.
• Created proofs of concept for innovative new solutions.

Worked on UCMDB product

· Fix product bugs by implementing code change

· Understand customer suggestion to implement design and develop the enhancements

· Work closely with customers to for tuning and improving the performance of UCMDB application.

· Smoothly fixed an existing application blocking issues with other team members

· Debug and provide hotfixes for critical issues.

· Work with a broad range of customers from small development shops and independent software vendors to Fortune 500 companies for UCMDB

· Optimize the licenses of the product

· Worked on project for private investing bank.

· Updated and implemented an appropriate system for development of product and services

· Programmed code for JSP pages, Servlets, Java and Struts

· Successfully completed assigned tasks

· Design and implemented backend modules as per requirements.

· Developed Unit test cases and tested the same.

· Identify code bugs and fix them by implementing code change.

· Implemented optimization related issues for better performance