Sai Prudvi Teja
Product Support Engineer
Hyderabad
Summary
I wish to work in a growth-oriented environment where I can utilize my existing skills and knowledge. And develop any new talents to contribute to the growth of an organization and junior level resources.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work History
Product Support Engineer
Sonata Software (Vaakruthi Software Pvt Ltd)
Hyderabad
11.2021 - 06.2022
- Working with DFM and Service Desk for receiving customer service requests (cases).
- Troubleshoot, Investigate the customers' issues and concerns raised on the service requests to MS.
- Providing Workarounds, Mitigations / Resolutions towards the cases and providing updates (Information) to the Customers.
- Knowledge of Tools: DFM, Service Desk, ICM, Unify, CRM Global, Case Buddy (Production Azure), Fiddler, Kusto, VMAS, and WFM process.
- Attending different internal calls and meetings such as (POD Related, FDR discussion, Report Analysis, and Training Sessions which are also included several discussions happen with customers for supporting them.
- Resolved customer issues by troubleshooting and providing effective solutions.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients
- Adhering to Service Level Agreement
- Served customers and followed outlined steps of service
- Used critical thinking to breakdown problems, evaluate solutions and make decisions.
Sr. Associate Technical Support on U2
Tech Mahindra
Hyderabad
02.2021 - 11.2021
- Provide through support and problem resolution to the customers
- Maintain composure and patience in face of difficult customer situation
- Build and maintain successful relationship with end user
- Maintaining AHT (Average Handling Time) 20% faster rate than team average
- Informing customers about issue resolving progress
- Referred difficult issues to upper management while maintaining positive rapport with customer.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Process Associate
Genpact India Pvt Ltd
Hyderabad
12.2018 - 01.2021
- Maintain composure and patience in face of difficult customer situation.
- Resolved problems, improved operations and provided exceptional service.
- Participated in team-building activities to enhance working relationships.
- Support in procuring web-based products like web hosting,Domain Registrations,SSL's Emails
- Consultation/ advisory support for new sit set up and helping meet digital requirements of business
- Handling e-mail queuing issues
- Working on database applications like
- Workbench, Management Studio to import/export MSSQL/MYSQL database
- Support for content migration from C-panel to
- To establish access through RDP / SSH / Putty
- To create domain account Server Panel – C-panel / Plesk
- SSL installation
- PHP Extensions / modules enabling
- To update PHP Versions
- Enabling / debugging detailed error logs
- Working on proxy sites like geopeeker.com, down.com, isup.me etc
Marketing Executive
MovingDNeedle
Hyderabad
02.2017 - 12.2018
- Lead Generation for all verticals through – Email for introduction about Company, Service portfolio & setting up Sales/BD meeting with the companies to assist the Sales/BD team by identifying prospects from databases
- Research and building up prospects lead database, Report Generation, Maintaining
- Reports
- Handle different methods of prospecting e.g
- Email campaigns
- And collecting required information from prospects
- Driving sales through maximizing Team
- Performance
- Building database through LinkedIn, inside view,
- Hoovers, Data.com, etc
- Manage, maintain and updating the mail responses in tabular formats and regular follow up with prospects.
Education
MBA - Marketing
Sreenidhi Institute of Science & Technology
Hyderabad 06.2015 - 04.2017
Bachelor of Commerce - Commerce
Wesley Degree College
Hyderabad 05.2011 - 05.2015
Skills
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Accomplishments
- NCC ‘C' Certificate holder from 1(AP) AIR SQN NCC
- Represented Andhra Pradesh state in Delhi
- Republic day parade 2013
- All India Gold medalist in Aero modelling (RCcontroller) 2013
- StateGoldMedalist inFlying(ZenAirCH701STOL)
- Micro Light Represented as the Best flyer fromundivided Andhra Pradesh in All India Vayu Sainik(Bangalore) stood third
- BackedSilverMedals in InterGroupCompetitions(State Level) in .22 Riffle Firing
- Completed200km'sTrekkingfromKarnatakato
- Maharashtra
- Took part in NATIONAL INTEGRATION and
- LEADERSHIP Camp (Tirupati).
Timeline
Product Support Engineer
Sonata Software (Vaakruthi Software Pvt Ltd)
11.2021 - 06.2022
Sr. Associate Technical Support on U2
Tech Mahindra
02.2021 - 11.2021
Process Associate
Genpact India Pvt Ltd
12.2018 - 01.2021
Marketing Executive
MovingDNeedle
02.2017 - 12.2018
MBA - Marketing
Sreenidhi Institute of Science & Technology
06.2015 - 04.2017
Bachelor of Commerce - Commerce
Wesley Degree College
05.2011 - 05.2015
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