Santosh Gode
Senior Lead Support Engineer
Hyderbad
Summary
Technical and operations lead with 12 + years of experience in Product Support, Application Support and End User Support Services and influencing Product to Ensure the Best Customer Outcomes having technical knowledge on various WebTechologies and Support and handling day to day responsibilities and ensuring to meet the key performance metrics month on month and Analyze the current processes to constantly improve and provide overall efficiencies.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Senior Support Engineer-I
Compass India Development Center
hyderabad
02.2021 - Current
- Provide Level-3 support to lower tier teams and share best practices on how to use compass software with product Support Leads.
- Identify problems with P&E teams,investigate potential causes, implement solutions/next steps and have a proactive approach.
- Recommend improvements to compass products to improve customer experience and reduce bug flow.
- Support Engineer collaborates with other departments particularly with Product Management,Product Marketing and Engineering during product release cycles.
- Report any new bugs to engineering team and also share an update on existing bugs to lower tier teams.
- Serving Mobile teams iOS and Android Teams
- Additional responsibilities includes Operation leads.
Technical Lead
IVY Comptech India Development Center
hyderabad
02.2019 - 02.2021
- Investigated system issues and implemented resolutions to reduce downtime.
- Organized system operating procedures to strengthen controls.
- Led several DevOps teams engaged in software development for enterprise applications.
- Provide L2 application support to all Ladbrokes and coral group
- Improve process creation and setup
- Identifying and verifying service impact to customer through monitoring, alerting and incident management.
- Good understanding of the principles of service support
- Indirectly managing a team of 25 members responsible for daily operational task and supervision, scheduling, people and team management skills.
- Working with different vendors and stakeholders to improve the service and products.
Senior IT Support Analyst.
Broadcom Corporation (Computer Associates Technologies)
hyderbad
07.2018 - 02.2019
- Operations Lead Manage Day to Day Operations for L1 End support services team
- Handle Escalations
- Create and update Knowledge articles related to process.
- Understand the current process and work towards process improvement
- Help the team to meet month on month metrics.
IT Support Analyst
Broadcom Corporation(Computer Associates Technologies)
hyderabad
12.2014 - 07.2018
- Supported users with software, hardware and network issues.
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Diagnose and troubleshoot desktop and laptop hardware related problems
- Troubleshoot complex issues related to Windows/MAC operating system & system drivers
- Managing Static IPs and configuring DNS aliases for production and test boxes, using Infoblox GUI.
- Create user device profiles, set up extensions and voicemail accounts via CISCO Call Manager servers.
- User domain account, Computer account, Mailbox access, Email Distribution Lists, Security Group & Shared folders access management using MS AD and Exchange/Exchange Online
- Data Backup support on endpoints & account administration using Mozypro.
- o Configure CISCO IP phones for home use, provide CISCO IP Communicator softphone user accounts and troubleshoot IP phone issues.
- CISCO Call Manager administration and Hardware inventory & Asset Management
- Support Office 365 applications like Outlook, OneDrive for Business and related applications
- Provide LAN (wired and wireless) network support for office users and Juniper SSL VPN support and Aruba Network device support for home users.
- Patch management, installation and troubleshooting of security updates for Windows and other applications.
Associate IT Support Analyst
Broadcom Corporation (Computer Associates Technologies)
Hyderabad
07.2012 - 12.2014
- Handling inbound calls and web-tickets
- Win XP, Win7 client OS issues troubleshooting and support
- Install Microsoft Office products, Configure & troubleshoot Outlook, User login profiles
- LAN, Wired and Wireless Connectivity, VPN support
- User AD account & Mailbox access management, Email Distribution List Management, Computer account management, Security Group management using Microsoft Active Directory and Exchange consoles and CISCO WebEx account creation, password reset and troubleshooting.
- Mainframe Password reset and analyzes and resolves incidents and requests regarding use of application software or hardware.
- Logs and tracks incidents and requests from identification through resolution.
- Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
- Documents resolutions and updates self-help and staff knowledge bases
Senior Technical Support Specialist
Wipro Technologies
Hyderbad
12.2010 - 05.2012
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Maximized use of hardware and software by training users and interpreting instructions.
- Evaluated system potential by testing compatibility of new programs with existing programs.
Education
Bachelor of Technology - Computer Science And Technology
St.Mary's College of Engineering And Technology
09.2005 - 04.2009
Skills
Operations support
undefinedAccomplishments
Accomplishments
- Presented with a compass Entrepreneurship Principal Award in September 2021
- Boosted JIRA ticket resolution time by 30% after running a successful bug pilot and A/B testing.
- Reduced the CRM team bug backlog by 80% in Five months.
- Worked on various cost to serve and Platform adoption initiatives.
- For consecutive 2 years top performers in Handling user escalated tickets.
Additional Information
On Site Travel :
- Have Traveled to CA Office in Czech Republic Prague (Aug-Sep'16) to Work as IT Field Support and was responsible for Maintaining the site and providing IT support for 200+ User community.
- Have Traveled to CA Office in USA Virginia Herndon(April-June'17) Have Traveled to CA Office in USA Colorado Boulder(Aug-sep'17) Have Traveled to CA Office in USA New York Long Island(Aug-sep'18)
- All the above travels were emergency needs for someone to fill a vacancy in all CA office locations and provide support of these sites would greatly suffer without someone there. In all cases my travel to US help our team and our user base and was responsible to provide the best possible UX for our customers and was able to run the operations successfully.
- Currently Holding US B1/B2 Visa.
Certification
ITIL
Timeline
Senior Support Engineer-I
Compass India Development Center
02.2021 - Current
Technical Lead
IVY Comptech India Development Center
02.2019 - 02.2021
Senior IT Support Analyst.
Broadcom Corporation (Computer Associates Technologies)
07.2018 - 02.2019
IT Support Analyst
Broadcom Corporation(Computer Associates Technologies)
12.2014 - 07.2018
Associate IT Support Analyst
Broadcom Corporation (Computer Associates Technologies)
07.2012 - 12.2014
Senior Technical Support Specialist
Wipro Technologies
12.2010 - 05.2012
ITIL
08-2010
Bachelor of Technology - Computer Science And Technology
St.Mary's College of Engineering And Technology
09.2005 - 04.2009
Similar Profiles
Swetha YalagachSwetha Yalagach
Head of Talent Aquisition at Insight Direct India Pvt LtdHead of Talent Aquisition at Insight Direct India Pvt Ltd
G Vamshi KrishnaG Vamshi Krishna
Technical Executive at Amazon Development center India Pvt. Ltd through Shankar Electrical Services India Pvt. LtdTechnical Executive at Amazon Development center India Pvt. Ltd through Shankar Electrical Services India Pvt. Ltd
Nagaraj RamamoorthyNagaraj Ramamoorthy
Senior Program Manager – Entire Vehicle at Daimler Truck Innovation Center India/Mercedes Benz Research & Development IndiaSenior Program Manager – Entire Vehicle at Daimler Truck Innovation Center India/Mercedes Benz Research & Development India
Chekuri Durga Venkata SubbarajuChekuri Durga Venkata Subbaraju
Software Engineer at FastPixSoftware Engineer at FastPix
Suri NawalSuri Nawal
Customer Service Representative at Kia MotorsCustomer Service Representative at Kia Motors