Shiva Kumar Yemula
Nizamabad
Summary
- Experienced around 3.5 years as a Product Support Engineer with a background in providing high-level technical support, troubleshooting product issues, and enhancing customer satisfaction. Strong skills include problem-solving, communication, team collaboration and project management. Previous roles have resulted in improved product performance, streamlined support processes and increased customer retention rates.
- Highly-motivated with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
- Innovative Product Support Engineer known for high productivity and efficient task completion. Possess specialized skills in technical troubleshooting, customer communication, and product lifecycle management. Excel in problem-solving, teamwork, and adaptability, ensuring seamless product support and enhanced user satisfaction.
- Resourceful professional in technology support, known for high productivity and efficient task completion. Possess specialized skills in troubleshooting, software installation, and network configuration. Excel at communication, problem-solving, and adaptability, ensuring seamless tech support experiences.
Overview
3
3
years of professional experience
Work History
Product Support Engineer
Accenture
Hyderabad
12.2021 - Current
- Worked for a shell project supporting various application products (Assai, Primavera, Maxavera, Digital Twin, SQI,Polarian,SPI, ESPIR,Ecosys,Quire,CCET ,PDI,Real-Time PI, Autovue, Pangea,QC-model ,DCAF ,Navisworks,Mathcad, DCMT, ORC, BENTLEY, AVEVA UE Suite.
- Trained in Workday HCM and core integration GHP.
- Developed processes to improve customer service quality levels.
- Assisted in the development of training materials on products and services.
- Performed root cause analysis on complex technical issues.
- Provided guidance on best practices for product use by customers.
- Participated in cross-functional team meetings to discuss process improvements.
- Ensured compliance with industry standards for safety regulations.
- Tested software applications before release into production environment.
- Created detailed documentation on new product features and functionality.
- Tracked all reported problems and provided timely status updates to customers.
- Evaluated existing products for improvement opportunities or potential replacement solutions.
- Worked with cross-functional teams to achieve goals.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Completed day-to-day duties accurately and efficiently.
- Supported internal teams with technical expertise in product usage and functionality.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Conducted workflow analysis, space design or cost comparison analysis.
- Collected, analyzed and reported on data for use in operational planning.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Oversaw daily performance of computer systems.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Evaluated software or hardware to recommend improvements or upgrades.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained positive working relationship with fellow staff and management.
- Gathered feedback from internal and external customers throughout planning and test phases.
- Identified products and services that would be best fit for customer projects.
- Conducted system tests for security, performance and reliability.
- Followed up with customers to ensure resolution of their issues.
- Researched required information using available resources.
- Maintained records of customer interactions and transactions, recording details of inquiries, complaints, comments and actions taken.
- Provided technical support to customers for product installation, configuration and troubleshooting.
- Assisted other departments with special projects as needed.
- Analyzed customer feedback data to identify trends in customer service requests.
- Investigated customer complaints to determine root cause of product failure.
- Evaluated existing processes and implemented process improvements to increase efficiency.
- Researched industry trends and competitor offerings to inform product decisions.
- Collaborated with cross-functional teams including sales, marketing, manufacturing, and quality assurance.
- Provided technical support during customer demonstrations of new products or features.
- Monitored compliance with safety standards throughout the entire product lifecycle.
- Applied comprehensive set of industrial engineering techniques including statistics and simulation to solve highly complex business analysis.
- Recommended use of utility or energy services to minimize carbon footprints.
- Wrote performance requirements for product development or engineering projects.
Education
Computer Engineering Technology
KMIT
Narayanguda03-2021
High School Diploma -
Polytechnic Govt
Nizamabad04-2017
Skills
- Software Installation
- Product Testing
- Product Lifecycle Management
- Network Administration
- Software Debugging
- Training and mentoring
- Documentation preparation
- Technical solution development
- Schedule Coordination
- Manufacturing process understanding
- Timeline Management
- Statistical process control
- Structural analysis expertise
- Technical Support and Assistance
- Continuous integration
- Version control
- Continuous deploymen
- Workflow Planning
- Adaptability and Flexibility
- Problem-solving aptitude
- Tool Maintenance
- Jenkins
- Kubernetes
- Docker
- AWS services
- Continuous Improvement
Timeline
Product Support Engineer
Accenture
12.2021 - Current
Computer Engineering Technology
KMIT
High School Diploma -
Polytechnic Govt
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