Shruthi Sagar N
Bangalore
Summary
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Product Support Engineer 3
BetterPlace
Bangalore
12.2021 - Current
- First meaningful response provided to the Customer after initial escalation < 1 Hour and resolution
- Achieve a weekly solved count of 25 Tickets per week
- Achieve an average TTR of 95% of SLA Achieved over both Jira and Non-Jira tickets for individual and team
- Own major issues or complex troubleshooting initially and handoff to the team Achieve a ticket quality score of 95/100
- Document Use Cases on Confluence Space
Technical Support Engineer
Sensei Technologies
Bangalore
09.2016 - 12.2021
- Proactively intercept, engage, interact and communicate with customers to demonstrate product features and benefits in a professional manner
- Delivers superior client services , fostering strong rapport , retention and satisfaction
- Have strong knowledge in Loan Life Cycle system with good debugging skills
- Contributed to Test Cases in Unit Testing for the continuous stability of the ENCORE Web App using TestNG Framework
- Patched Software and installed new versions to eliminate security problems and protect data
- Good hands on knowledge of Source Code Management ( VCS ) like GIT
- Knowledge of major cloud service provider - AWS
Education
Master of Science - Computer Applications
Visvesvaraya Technological University
Bangalore09.2014
Skills
- Excellent problem solving skills/Issue Resolution/Technical support
- Training Junior Team Members
- Application support/Customer service expert
- Technical documents comprehension/Updates and upgrades
- MySQL database management
- Mongo DB ( NoSQL )
- Postman API Testing
- Elastic Search & Kibana
- Familiar with AWS Cloud Services such as EC2 , S3 , RDS
- Worked on Ticket Management System ( TMS ) such as Zoho and Zendesk
- Basic Linux Skills - Navigating the system’s directories and filing system , Manipulating files in the Linux shell , User permission configuration
Certification
- Completed 7 Days Workshop on Cricket Analysis using Python using Pandas , matplotlib and numpy packages.
Additional Information
- Participated in NBFC 100 Tech Summit held in Chennai to showcase our Product
- Driving Engine of YUVA CHAITRA FOUNDATION - Bangalore Region ( Youth Organization that works for the betterment of the society )
Timeline
Product Support Engineer 3
BetterPlace
12.2021 - Current
Technical Support Engineer
Sensei Technologies
09.2016 - 12.2021
Master of Science - Computer Applications
Visvesvaraya Technological University
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