Hi, I’m
Sasirekha Sriram
Summary
Dedicated Escalation Engineer proficient in providing quality care & resolution for ultimate customer satisfaction with 6+ years of demonstrated experience in the field. Proven ability to establish and maintain excellent communication and relationships with clients. Dedicated to identifying customer needs and delivering effective solutions to all problems. Adept in escalation & resolution Management.
Professional with a Master’s degree focused in Computer Engineering.
Overview
7
years of professional experience
2
Languages
Work History
Mitratech
Technical Support Escalation Engineer
11.2022 - Current
Job overview
- Managing Several Clients like Morgan Stanley and Goldman Sachs as part of Premium Support/Managed Services engagement.
- Developing and fostering relationships with customers to identify and remove roadblocks in their TeamConnect Projects.
- Responding to incoming (escalated) cases for Clients with high & customized SLAs and leading them to resolution.
- Acting as Liaison between Engineering and Product Teams to stay current on product features and intended functionality.
- Using advanced troubleshooting methods and tools to solve technically complex problems.
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
Mitratech
Technical Support Engineer III
11.2021 - 10.2022
Job overview
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Worked with Support Managers to streamline the Support Processes.
Mitratech
Technical Support Engineer II
09.2020 - 10.2021
Job overview
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Worked on Support tickets and queries raised by the clients for multiple products.
- Directed clients through issue resolution including customer meetings, status reports and updates.
- Adapt response and extensive research as per customer response.
Wolters Kluwer ELM Solutions
Software Engineer
07.2016 - 10.2018
Job overview
- Designed, developed and supported new features for C# based application that helped customers with case management and invoicing functionality.
- Was part of the support team handling high severity issues based on SLA's and providing timely status reports to stakeholders including end users.
- Contributed to deployment of packages using automated tools.
- Wrote and optimized code and scripts to resolve the reported issues.
Education
Anna UniversityTrichy
Master of Science from Computer Science
07.2020 - 09.2022
University Overview
- Final Grade: 8.17%
- Graduation with First Class
St. Joseph's Institute Of TechnologyChennai
Bachelor of Science from Computer Science
08.2012 - 04.2016
University Overview
- Final Grade: 7.46%
- Graduation with First Class
- Member of English Club and Symposium Organizer
Skills
Escalation Management
Timeline
Technical Support Escalation Engineer
Mitratech
11.2022 - Current
Technical Support Engineer III
Mitratech
11.2021 - 10.2022
Technical Support Engineer II
Mitratech
09.2020 - 10.2021
Anna University
Master of Science from Computer Science
07.2020 - 09.2022
Software Engineer
Wolters Kluwer ELM Solutions
07.2016 - 10.2018
St. Joseph's Institute Of Technology
Bachelor of Science from Computer Science
08.2012 - 04.2016
Honors & Awards
- Awarded with the 'Customer Guru' accolade to highlight my contributions to the Premium Support/Managed Services Team & the consistency in going above and beyond to ensure Customer Delight. (Issued by Mitratech in May 2024)
- Named as 'Mitratech Value Producer' for the Q1 months of March & April 2021. ((Issued by Mitratech)
- Named as 'Mitratech Value Producer' for the Q3 Month of Nov & Q4 Month of Dec 2021. ((Issued by Mitratech)
- Cleared BEC Vantage Level Examination with Grade ‘Europe Council of B2’. (Issued by Cambridge English in 2014)
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