Summary
Overview
Work History
Education
Skills
Timeline
Generic

SANIL KUMAR N

PRODUCT SUPPORT TECH ADVISOR 2
CHENNAI,TN

Summary

Experienced Product Support Tech Advisor with a proven track record of delivering exceptional customer service and application support. Handles Level 1 customer escalations, manages incident processes, and ensures adherence to SLA timelines. Proficient in conducting meetings, addressing queries via tickets, and providing effective solutions. Previous roles include Product Support Specialist, Product Support Analyst, Application Support Engineer, and Technical Helpdesk professional, honing expertise in HMS, LIMS, and ERP applications. Strong analytical and problem-solving skills, coupled with proficiency in MongoDB, Mirth, and basic AWS, enable efficient issue replication in test environments. Positive and proactive communicator committed to leveraging technical expertise and project management skills to drive success in a dynamic organization.

Overview

8
8
years of professional experience
6
6
years of post-secondary education
3
3
Languages

Work History

PRODUCT SUPPORT TECH ADVISOR 2

IQVIA
06.2021 - Current
  • Leading projects as a Support Team Lead, and providing exceptional customer service to customers using our Hospital Information System.
  • Addressing customer escalations.
  • Addressing customer queries and issues received via email, Salesforce, and Freshdesk ticketing systems.
  • Conducts weekly meetings with customers and addresses their issues.
  • Conducts daily ticket review within the team, and ensures further progress of all the tickets.
  • Guiding my team in decision-making, analysing the issue, validating the configurations, and replicating the customer-reported issues in test environments (UAT) with various test cases/scenarios.
  • Ensures to follow the process and resolve the issues within the SLA.
  • Maintains strong collaboration with internal teams.
  • Collaborate within the internal teams like Development, DEVOPS, Interface, and Reports team to resolve the issues.
  • Utilising MongoDB with basic MongoDB queries to identify issues and for data correction to provide a workaround for critical issues.
  • Uses Mirth to troubleshoot and identify the interface-related issues.
  • Adherence to provide workaround, resolve the issue, deliver the fix, and close the tickets with RCA within the SLA timeline.
  • Responsible for receiving the timeline from the development team and conducting regular meetings with internal teams to ensure further progress on the tickets.
  • Developed and maintained positive customer relations and coordinated with various groups within the company to ensure customer requests were handled appropriately and in a timely manner.
  • Responsible for delivering fixes into the production environment to the client in a timely manner.
  • Preparing and sending the weekly and monthly reports to the customers.

APPLICATION SUPPORT ENGINEER

YRO SYSTEMS PVT LTD
09.2019 - 05.2021
  • Handling customer complaints and queries via voice and mail.
  • Providing L1 support for clients using our HMS, LIMS application (MOCDOC) PAN India hospitals, labs, clinics, and pharmacies, handling complaint management system, raising tickets, and following till closure of the tickets.
  • Reproducing the issues, testing various scenarios in the front end, for finding bugs in the application.
  • Machine interfacing and configurations (LIMS).

TECHNICAL HELPDESK

WIPRO LIMITED
11.2017 - 09.2019
  • Handling customer complaints and queries via voice and mail.
  • Providing Level 1 support for the ERP application (Excellon) for Royal Enfield PAN India dealers, generating reports, handling the complaint management system, raising tickets, and following up until closure of the tickets.

TECHNICAL TRAINIER

EYE OPEN TECHNOLOGIES
11.2016 - 07.2017
  • Conducting training sessions for students and professionals on embedded systems, and C.
  • Guiding professional course students in their projects until project completion.
  • Assisting embedded developers in developing the projects.
  • Conducting seminars in colleges based on embedded systems.

Education

B.E -

LORD VENKATESHWARA
06.2021 - Current

HSC - Class XII - undefined

SLM
09.2019 - 05.2021

SSLC - Class X - undefined

SSMHSS
11.2016 - 07.2017

Skills

Troubleshooting

undefined

Timeline

PRODUCT SUPPORT TECH ADVISOR 2

IQVIA
06.2021 - Current

B.E -

LORD VENKATESHWARA
06.2021 - Current

APPLICATION SUPPORT ENGINEER

YRO SYSTEMS PVT LTD
09.2019 - 05.2021

HSC - Class XII - undefined

SLM
09.2019 - 05.2021

TECHNICAL HELPDESK

WIPRO LIMITED
11.2017 - 09.2019

TECHNICAL TRAINIER

EYE OPEN TECHNOLOGIES
11.2016 - 07.2017

SSLC - Class X - undefined

SSMHSS
11.2016 - 07.2017

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