SAI KRISHNA KODELA
Senior Support Engineer
Hyderabad
Summary
Experienced Senior Support Engineer with over 8 years of hands-on experience delivering top-tier technical support in various enterprise environments. Specializing in Azure, Microsoft 365, Dynamics, Windows Server, APIs, Microsoft Partner Center and GitHub. Proficient in advanced troubleshooting, root cause analysis, and proactive issue resolution to maintain high partner and customer satisfaction levels through effective incident management. Proven track record of mentoring junior engineers and optimizing operational processes to foster continuous improvement.
Overview
9
9
years of professional experience
3
3
Languages
Work History
Senior Support Engineer
Sonata Software Limited
05.2023 - Current
- As a Microsoft Support Engineer, I specialized in providing expert technical support and guidance to global enterprise customers, partners, and internal teams. My core responsibilities revolved around ensuring the stability, performance, and optimal operation of critical Microsoft technologies, with a strong focus on resolving complex technical issues and enhancing customer satisfaction.
- Advanced Troubleshooting & Problem Resolution: Diagnosed, troubleshot, and resolved complex, high-priority technical issues across a diverse range of Microsoft products and services, including Azure ASMS IaaS, Microsoft 365 (Exchange Online, SharePoint Online, Teams), Windows Server, Active Directory, SQL Server, etc.
- Utilized advanced debugging tools, network sniffers (PROSE, ICM, CMAT, CST, Message Analyzer) performance monitors, and log analysis techniques to identify root causes of critical outages and performance degradations.
- Acted as a primary escalation point for challenging customer and partner issues, consistently demonstrating exceptional problem-solving skills to drive timely and effective resolutions.
- Reduced average resolution time for critical cases by 20% through optimized troubleshooting methodologies. Successfully resolved over most complex incidents per month, maintaining a 60% first-contact resolution rate for my queues.
- Customer Experience & Relationship Management: Owned the end-to-end customer and partner technical issue resolving experience, providing professional, empathetic, and clear communication throughout the incident lifecycle, from initial contact to post-resolution follow-up.
- Managed expectations effectively, providing regular status updates and translating complex technical jargon into understandable terms for both technical and non-technical stakeholders.
- Collaborated closely with customer IT teams, system administrators, and developers to understand their environments and implement robust solutions.
- Successfully managed relationships with key enterprise clients, contributing to positive renewal rates of 80%.
- Cross-Functional Collaboration & Product Enhancement: Collaborated extensively with Microsoft Product Group (Engineering) teams to report product bugs, provide valuable customer feedback, and advocate for feature enhancements that directly addressed customer pain points and improved product reliability.
- Worked in tandem with internal subject matter experts (SMEs) and Tier 3 support teams to expedite resolutions for highly intricate and systemic issues.
- Contributed to the resolution of X product defects by providing detailed repro steps and diagnostic data to the engineering team.
- Knowledge Management & Technical Readiness: Authored and contributed to a substantial library of internal and external knowledge base articles, troubleshooting guides, and best practices documentation to empower customers and fellow support engineers with self-service resources.
- Provided critical technical support to Microsoft partners, enabling their successful adoption and utilization of Microsoft cloud services.
- Participated actively in knowledge transfer sessions, mentored junior engineers, and delivered technical training on complex topics, fostering a culture of continuous learning and skill development within the team.
- Stayed abreast of the latest Microsoft product releases, features, and industry best practices through continuous learning and certification pursuits.
- Created and suggested required technical aspect changes in the knowledge base articles that were viewed 1000 plus times by multiple engineers and stakeholders, significantly reducing repeat inquiries. Mentored 50 new hires, accelerating their ramp-up time by 60%.
- Cloud Solutions Specialization: Developed deep expertise in Microsoft Azure cloud services, including [e.g., Virtual Machines, Networking, Storage, Azure Active Directory, Azure App Services], assisting customers with migration, deployment, and optimization strategies.
- Provided specialized support for hybrid cloud environments, troubleshooting connectivity and synchronization issues between on-premises infrastructure and Azure & Microsoft 365 services.
Azure Support Engineer
Launch IT Consulting India Private Limited
11.2021 - 04.2023
- Created and provided technical training for new Azure laaS support engineers.
- Reviewed technical documentation and procedures as part of the IaaS Performance SME.
- Skilled in deploying cloud-based infrastructure on Microsoft Azure. Solutions-oriented individual with a proven record of troubleshooting issues and employing corrective action plans.
- Assist clients with Tech support concerns and challenges, also recommend solutions to address needs they may have.
- Collaborate with internal teams or vendors to execute projects.
- Receive and respond to inbound incident request from clients, and internal and external users.
- Provide email, web, and phone support to customers and partners.
- Mentor and train other technical support staff on technical and procedural matters.
Sr Technical Associate
Amazon
06.2016 - 09.2021
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls Addressed on high flow of inbound and outbound customer calls daily.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands.
- Department Specific Trainer: Training associates with process related information, procedure, and quality as per the script provided.
- Maintain metrics, reports, process documentation, customer service logs, or training or safety records.
- Conducting huddles on daily basis where the team members could raise their issue and update the team about the daily activities.
- To prepare deep dive analysis for team, which highlights the parameter where the team is dipping down on the quality score and to prepare a coaching plan for the team to increase the score on highlighted parameters.
- Driven Process Improvements through many Innovations Workshops.
- Subject Matter Expert Consultant: Mentored new hires (25 Batches), resulting in stronger staff development and increased productivity.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Handled escalated tickets/contacts in-case customer insists on speaking to the manager as he/she is unsatisfied with the service.
- Generating productivity reports of the team daily and sharing with the leadership team.
- Monitor and review programming to ensure that schedules are met, guidelines are adhered to, and performances are of adequate quality.
Education
B. Tech - IT
Aurora Technological and Research Institute
Hyderabad, IN 05.2012 - 04.2016
Intermediate - undefined
Alphores Junior College
Mancherial, IN 05.2010 - 04.2012
SSC - undefined
Ravindra Model High School
Skills
Written/Verbal Communication
Critical Thinking
Extensive Organizational Skills
Engineering Documentation
Strong interpersonal skills
Effective leader
Staff training/development
Customer service oriented
Microsoft Word
Excel
Excellent planner
Coordinator
Personality
- Commutative
- Organized
- Punctual
- Honest
- Creative
Honors And Rewards
- Best SME 2021
- Rewarded as best SME for training a batch of 25.
- Dazzle Award (2020 - Q3 & Q4) for maintaining SLA with 100% Quality and Productivity.
- Extra Mile - CAST - Q2 2019 for resolving maximum tickets throughout the month.
- Top 100 Club Aug 2018 for maintaining 100% Positive Rate Response from customers.
- Grammy - Peak RNR 2018 Dec 2018 for maintaining 100% Quality and Production during Q4.
- Master Blaster Apr 2017 for achieving all metrics in Q1 of 2017.
- Customer Obsession Dec 2016 for 100% Positive Rate Response throughout Q1 & Q2.
- Honored as a 'Star Performer' for FY 24 leading complex technical escalations.
- Commended by leadership for exceptional dedication and technical prowess.
Timeline
Senior Support Engineer
Sonata Software Limited
05.2023 - Current
Azure Support Engineer
Launch IT Consulting India Private Limited
11.2021 - 04.2023
Sr Technical Associate
Amazon
06.2016 - 09.2021
B. Tech - IT
Aurora Technological and Research Institute
05.2012 - 04.2016
Intermediate - undefined
Alphores Junior College
05.2010 - 04.2012
SSC - undefined
Ravindra Model High School