Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Sandeep Kasukurthi

Summary

Dedicated technology professional with expertise in system administration and technical support. Proven ability to enhance operational performance through effective problem-solving and project management. Adept at collaborating with cross-functional teams to drive results, while actively pursuing continuous learning to remain aligned with industry advancements.

Overview

16
16
years of professional experience

Work History

Senior Product Support Specialist

Zenoti India Pvt. Ltd.
08.2022 - 11.2024
  • Conducted demos, walk-throughs, configuration, and solution reviews promptly to ensure customer satisfaction.
  • Oversee teamwork to ensure technical troubleshooting.
  • Managed Enterprise and SMB accounts.
  • Coordinated among development teams, CSMs, and stakeholders to resolve critical client concerns.
  • Collaborated with onboarding teams to enhance smooth onboarding experiences of new clients.

Senior Support Operations

Temenos India Pvt. Ltd (formerly Kony)
05.2017 - 08.2022
  • Collate client data for planning, design, and service enhancement.
  • Manage partner accounts for efficient user account mapping.
  • Contribute to planning tests for pre-deployment assessments in the production environment.
  • Conducted detailed analysis on SLA and P1 incidents via triage conference calls.
  • Documented processes and procedures related to operations support activities.
  • Led training sessions for new employees on operational procedures and best practices.
  • Analyzed trends in customer service requests and provided recommendations for improvements.

Senior Process Developer

Genpact India Pvt Ltd
01.2014 - 01.2017
  • Coordinated with on-call support application teams during incidents.
  • Ensured team performance met defined targets and KPIs.
  • Monitored and documented essential steps in major incident conference calls.
  • Provided detailed post-incident records to streamline problem resolutions.
  • Conducted comprehensive KPI audits for Level-1 analysts.
  • Handling high-level access requirements for Service Desk duties.
  • Monitored adherence to escalation procedures.
  • Identified and suggested solutions to recurring processing bottlenecks.
  • Created process documentation, including flowcharts, SOPs, and work instructions.
  • Assisted in the development and implementation of processing procedures to improve efficiency.

Senior Application Analyst

Anthelio Healthcare Solutions.
09.2011 - 05.2013
  • Ensure prompt involvement of global teams during critical incident response.
  • Developed and maintained immediate workarounds for critical incidents affecting the application.
  • Oversee patch installation processes regularly.
  • Maintained regular communication with stakeholders regarding incident progress.
  • Conducted a comprehensive analysis of Priority 1 incidents.
  • Managed Microsoft Active Directory user accounts.
  • Measured and achieved SLAs consistently.
  • Compiled and delivered detailed performance analyses in scheduled reports.

Technical Support Associate

Dell International Private Ltd.
08.2008 - 01.2011
  • Troubleshoot and fix hardware issues for desktops, laptops, and printers.
  • Suggest computer peripherals and electronics to end users.
  • Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.
  • Worked alongside engineers to devise strategies for persistent customer challenges.
  • Maintenance tasks for software systems.
  • Identified areas of improvement within existing processes and procedures.
  • Educated customers on products and systems through technical demos.
  • Reduced an unprecedented backlog of support inquiries after a significant system failure.
  • Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control, and other tools.

Education

B-Tech - Computer Science

Vidya Jyothi Institute of Technology
01-2008

Skills

  • Ticketing systems
  • Service desk operations
  • Application support
  • Telephone support
  • Knowledge base maintenance
  • Schedule coordination
  • Product Expertise
  • Issue resolution
  • Escalation management
  • SLA management
  • Cross-functional collaboration
  • Hardware troubleshooting
  • Remote support

Personal Information

  • Date of Birth: 01/13/86
  • Marital Status: Married

Timeline

Senior Product Support Specialist

Zenoti India Pvt. Ltd.
08.2022 - 11.2024

Senior Support Operations

Temenos India Pvt. Ltd (formerly Kony)
05.2017 - 08.2022

Senior Process Developer

Genpact India Pvt Ltd
01.2014 - 01.2017

Senior Application Analyst

Anthelio Healthcare Solutions.
09.2011 - 05.2013

Technical Support Associate

Dell International Private Ltd.
08.2008 - 01.2011

B-Tech - Computer Science

Vidya Jyothi Institute of Technology

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Sandeep Kasukurthi