Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

SathyaPriya Muthusamy

Chennai

Summary

Objective

Application /Implementation Support Engineer with 7+ years of experience managing application services and support operations . Proven expertise in implementing innovative customer and technical support strategies. Adept at analyzing critical support requirements while increasing reliability & enhancing productivity.

Highlights:

  • Provide a dynamic service identifying and solving issues within multiple components of critical business systems. Responsible for managing high-priority incidents and providing a solution within the SLA.
  • Excellent problem-solving ability, troubleshooting, and critical thinking skills.
  • Comfortable with JIRA and Confluence administration and maintenance Have good experience in Level 2 product support eTMF and act as an SME.
  • L 2 development knowledge and Incident Management Hands on experience on installing and configuring SaaS based software (client /server/web-based)
  • Ability to manage multiple implementation projects using waterfall/agile methodologies from start to end.
  • Flexible to adopt to new technologies and will be tech savvy.

Overview

9
9
years of professional experience

Work History

Senior Customer Support Engineer

Aptean
07.2023 - Current
  • Streamlined support processes for improved efficiency and reduced response times.
  • Developed strong relationships with key clients, ensuring long-term customer loyalty and repeat business.
  • Enhanced customer satisfaction by promptly addressing and resolving complex technical issues.
  • Delivered exceptional customer service by maintaining regular communication with clients throughout the support process.
  • Provide comprehensive technical assistance for APtean Respond and Progress products, including installations, configurations, upgrades,and administration tasks.
  • Perform Progress DBA tasks, including database optimization, backup/restore operations, and monitoring database performance to prevent disruptions.
  • Handle complex and escalated cases that require innovative problem-solving, ensuring adherence to Service Level Agreements (SLAs) and maintaining high customer satisfaction

Implementation Consultant

Innovya Technologies
08.2022 - 06.2023
  • Develop and execute implementation plans, including data migration, system configuration, and user training
  • Over saw new and existing client implementation and support activities for IFMS software
  • Customize implementation in order to meet client requirement such as (portal branding, DNS redirection, creating custom repots, writing basic SQL query to search & update records & configuring SSO within system)
  • Provide appropriate system demonstration and training for clients
  • Troubleshoot and resolve technical issues during implementation process
  • Working with internal senior developer and senior product manager for any bugs patches, enhancement and track them using JIRA
  • Provide post-implementation support and monitored high priority tickets
  • Stay up to date with latest features and functionalities and update documents in JIRA
  • 30+Completed successful implementation on on-premise installation and upgrades.
  • Designed planning and messaging strategies for implementation projects, maintaining on-time completion rate of [95]%

Solutions Engineer Level

Transperfect Solutions
04.2019 - 08.2022
  • Setup and Perform application upgrades and patch fixes eTMF
  • Monitors documents Upload and QC workflow responsibilities to deliver SDC TMF documentation in Sponsor/Partner eTMF environments
  • Analyze and find root cause of problem for various issues reported
  • Serve as SME and provide training sessions for team
  • Participate in regularly scheduled client meetings to review open issues, change requests, and enhance client relationship
  • Consistently manage all Support Requests to a timely and successful completion
  • Prepare documentation details, including observations, diagnoses, and action steps
  • Work with Development team for improvements and enhancements
  • Handled L2 Support requests and maintained SLA
  • Collaborate with DevOps to schedule new release upgrades in JIRA
  • Write technical documentation about special projects and new processes
  • Ensured all customer sites were up & running through the utilization of proactive monitoring tools increasing customer up-time to 96%
  • Led the restructuring & improvement of customer service processes and implemented CRM systems using Salesforce, and Excel VBA generating customer-facing reports which resulted in an 18% increase in workflow.

Senior Associate

Hinduja Global Solutions
07.2016 - 04.2019
  • Assessed, approved, and denied various medical claim requests received
  • Computed all medical benefits due and assisted with payment initiations
  • Prepared and dispatched claim related correspondence to claimants and third party agencies
  • Interpreted and followed government regulations and company policies, as applicable
  • Informed and explained clients about medical terms and concepts, clearly
  • Operated computer and used Microsoft Office programs, efficiently.
  • Processed 96 % claims without error.

Education

12th -

Ideal higher secondary school

10th - undefined

Govt.Girls Higher secondary school, International Institute of Information Technology

B.Tech - bioinformatics

Tamil Nadu Agricultural University

Skills

  • Proficiency in debugging and troubleshooting Unix, Windows, internet, and network environments
  • Programming knowledge in C, C, Unix scripting, and Progress for issue resolution
  • Expertise in Progress DBA tasks, including database optimization, backup/restore, and performance monitoring
  • Basic SQL knowledge for database queries and troubleshooting
  • Service desk and Helpdesk(Zoho, Salesforce, Zendesk)
  • Monitoring and Performance tools- Pingdom, Nagios, AWS CloudWatch, Kubernetes ,dynatrace and Docker
  • Team management, Customers success, technical support, Project Management, Production support, ITSM
  • Soft Skills: ● Strong analytical and problem-solving abilities ● Exceptional communication skills, with the ability to explain technical concepts to non-technical stakeholders ● Customer-focused mindset with a commitment to delivering high-quality service

Accomplishments

    Completed Project with IIITpune (Bioinformatics Work Experience) and completed my project on PHP, HTML, SQL.

    14 Top performer in 2yearsin HGS

    Got 2 best employee for the Year's HGS

    Promoted Trainer in HGS

    Promoted L2 support in Transperfect

Timeline

Senior Customer Support Engineer

Aptean
07.2023 - Current

Implementation Consultant

Innovya Technologies
08.2022 - 06.2023

Solutions Engineer Level

Transperfect Solutions
04.2019 - 08.2022

Senior Associate

Hinduja Global Solutions
07.2016 - 04.2019

12th -

Ideal higher secondary school

10th - undefined

Govt.Girls Higher secondary school, International Institute of Information Technology

B.Tech - bioinformatics

Tamil Nadu Agricultural University

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