SANTHOSH ADIKESAVAN
Salem
Summary
Customer-focused and technically inclined Technical Support Engineer with 4 years of experience in resolving complex user issues across SaaS platforms. Proficient in API analysis, product integration, and delivering high-quality technical assistance. Adept at collaborating with cross-functional teams, identifying root causes, and driving process improvements. Strong communicator with a passion for continuous learning and enhancing customer satisfaction through efficient and innovative support solutions.
Overview
5
5
years of professional experience
2022
2022
years of post-secondary education
Work History
Issue Resolution Analyst
Athenahealth
Chennai
12.2024 - Current
- Working with internal APIs to explore and implement product integrations for client solutions.
- Collaborated with cross-functional teams to test integrations and provide technical input for product enhancements.
- Reviewed existing support processes and proposed automation opportunities using technical tools.
- Recognized for handling critical customer issues with minimal turnaround time.
- Investigated customer-reported bugs and provided actionable feedback to the development team.
- Conducted functional testing to ensure stability and scalability of client-facing applications.
Associate II
GuideHouse India
Chennai
11.2022 - 12.2024
- Performed root cause analysis for rejected insurance claims and advised technical corrections.
- Improved claim accuracy through data validation and process refinement.
- Supported the data team by documenting discrepancies and updating reports.
Technical Support Engineer
Sutherland Global Services Pvt. Ltd
06.2021 - 11.2022
- Handled escalated support tickets for Amazon’s seller and product management portals.
- Provided support via phone, email, and chat for technical and process-related issues.
- Monitored and approved product listings, ensuring they met platform compliance requirements.
Education
B.TECH - Mechanical Engineering
Hindustan University
ChennaiHigher Secondary School Exam -
Holly Cross Mat Higher Sec. School
Salem, TNSSLC EXAM -
Holly Cross Mat Higher Sec. School
Salem, TNSkills
- Technical Tools: API Integration & Testing, Software Testing, SaaS Tools
- Support Expertise: Customer Interaction, Issue Resolution, Troubleshooting
- Process & Communication: Documentation, Interpersonal Skills, Process Optimization
- Soft Skills: Problem Solving, Analytical Thinking, Team Collaboration, Time Management
Languages
- English
- Tamil
Projects
Grinding Wheel Vibrations Investigation, Investigated the relationship between grinding wheel vibrations and its performance in a cylindrical grinding machine using simulations and experiments., Developed an analytical model to predict wheel loading and wear based on various grinding parameters., Implemented a cost-effective sensor-based system for monitoring grinding wheel wear and determining redress life.
Timeline
Issue Resolution Analyst
Athenahealth
12.2024 - Current
Associate II
GuideHouse India
11.2022 - 12.2024
Technical Support Engineer
Sutherland Global Services Pvt. Ltd
06.2021 - 11.2022
B.TECH - Mechanical Engineering
Hindustan University
Higher Secondary School Exam -
Holly Cross Mat Higher Sec. School
SSLC EXAM -
Holly Cross Mat Higher Sec. School