Shravan Alva
Raghava Sadana
Summary
Solution-focused Technical Support Engineer known for high productivity and efficient task completion. Possess specialized skills in network troubleshooting, software configuration, and system diagnostics. Excel in problem-solving, communication, and team collaboration, ensuring seamless operations and client satisfaction.
Overview
1
1
Certification
6
6
years of professional experience
Work History
System Engineer
Infosys limited
Mangalore
08.2020 - 03.2022
- Provided technical support for cloud-based applications and services.
- Troubleshot and resolved customer issues in cloud infrastructure environments.
- Collaborated with development teams to enhance product performance and reliability.
- Documented solutions in knowledge base for future reference and training.
- Assisted customers with account setup and configuration of cloud services.
- Engaged with customers to gather feedback for service improvement initiatives.
- Maintained up-to-date documentation on procedures related to managing customer's environments in the cloud.
Technical Support Engineer
Granicus
02.2025 - Current
- Resolved technical issues for Granicus/Firmstep platform, ensuring efficient support delivery.
- Collaborated with product and engineering teams to analyze incidents and improve system performance.
- Managed database operations to guarantee data integrity and availability.
- Supported API authentication permissions forms and migration processes for seamless integration.
- Analyzed logs and documented findings to identify trends that facilitated troubleshooting.
- Maintained knowledge base articles to enhance information accessibility and support resources.
- Communicated updates regularly, achieving SLA targets for customer satisfaction.
- Addressed tickets in Salesforce to improve resolution times and enhance user experience.
Education
Bachelor of Engineering - Electronics And Communication
NMAM Institute of Technology
Udupi08-2019
Skills
- Technical documentation
- Troubleshooting techniques
- Customer relationship management
- Event log analysis
- Disaster recovery
- Cloud infrastructure
- Database management
- API integration
Certification
Azure AZ 900
Timeline
Technical Support Engineer
Granicus
02.2025 - Current
System Engineer
Infosys limited
08.2020 - 03.2022
Bachelor of Engineering - Electronics And Communication
NMAM Institute of Technology