Shwetha D Suvarna

Seasoned Support Engineer well-versed in supporting users and troubleshooting common problems. Versatile professional, bringing remarkable understanding of operations and a resilient nature, focused on finding root causes and making permanent improvements. Offering 12 years of experience working in high-pressure environments to address customer concerns and questions.

• Result-oriented professional offering over 12 years of experience, along with 8 years ofhandling enterprise and white-glove customers
• Excellence in delivering large-scale, complex projects with a focus on technology transformation, liaising with leadership teams to evaluate technology and learning challenges
• Proven track record in all areas of strategic planning & proactive escalation management
• Skilled and experienced in working with customers, business managers, and technical teams with a collaborative approach
• Proven competency in suggesting appropriate, as well as technology-based, solutions for enhancing functional efficiency of the organization and achieving business excellence
• Design a migration strategy for customers, and execute it in production with a proof of concept in pre-production
• Conduct customer connections to track progress on migration and guide the next course of action
• Onboard new enterprise and white-glove customers single-handedly with no escalation
• SME-level skill set on Atlassian cloud products, like Jira, Confluence, and implementing server-to-cloud migrations
• Effective in a collaborative approach, working with the developer after bug identification for a permanent fix
• Mentoring and training the team, I provided skill development sessions for new members in the team
• Experience in other products includes Enterprise Mobility: Intune, XenMobile, MobileIron, and AirWatch