Microsoft 365
Swethananthan S
Software Engineer - Application Support
Coimbatore,TN
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Complex problem-solver with analytical and driven mindset. Dedicated to achieving demanding development objectives according to tight schedules while producing impeccable code.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
Work History
Software Engineer - Application Support
SIERRA ODC Private Limited
11.2021 - Current
- Implemented automated build and deployment processes to streamline release management procedures.
- Integrated new technologies into existing systems, increasing capabilities and improving overall performance.
- Enhanced user experience with intuitive interface design and responsive web applications.
- Collaborated with cross-functional teams to deliver high-quality software products on schedule.
- Developed reusable components that significantly reduced development effort on multiple projects.
- Consistently met project deadlines by effectively managing time and prioritizing tasks according to importance.
- Maintained up-to-date knowledge of industry trends, allowing for innovative strategies in application support engineering.
- Managed multiple assignments simultaneously, ensuring all tasks were completed efficiently and accurately.
- Assisted with the integration of third-party applications into existing systems, enhancing overall functionality.
- Developed comprehensive documentation for various applications, facilitating seamless knowledge transfer among team members.
- Provided training sessions for end-users as needed, improving their understanding and proficiency in using applications effectively.
- Implemented proactive monitoring measures to detect potential issues before they impacted users.
- Mentored junior engineers, fostering a collaborative environment that promoted professional growth.
- Enhanced application performance by identifying and resolving technical issues in a timely manner.
- Performed root cause analysis on recurring issues, implementing long-term resolutions to prevent recurrence.
- Delivered high-quality application updates using agile methodologies to ensure continuous improvement.
- Participated in product development discussions, providing valuable input on application design and functionality improvements.
- Conducted regular audits of applications for security vulnerabilities, addressing any findings promptly.
- Partnered with development team on product development and application support plans.
- Maintained effective customer relationships and identified future business opportunities to support and strengthen corporation mission.
- Supported software integration and implemented maintenance enhancements.
- Improved application performance through optimization of flow processes.
- Traveled to key account locations to train and provide technical direction for successful completion of product launches.
- Explained project technical risks and benefits during project kick-off.
Senior Report Analyst
Concentrix
04.2020 - 10.2021
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Actively participated in company-wide initiatives aimed at enhancing overall customer satisfaction levels.
- Conducted regular performance evaluations for continuous improvement of team members'' skills and abilities.
- Streamlined workflow processes to increase efficiency and reduce response times.
- Coordinated closely with other department leads to address interdepartmental issues affecting customer experience outcomes efficiently.
- Proactively identified potential risks or obstacles, developing contingency plans to minimize disruptions to operations.
- Enhanced team productivity through regular performance evaluations and targeted coaching sessions.
- Analyzed data to identify areas for improvement, resulting in higher levels of customer satisfaction.
- Implemented quality assurance measures that led to improved product consistency.
- Maintained current knowledge of industry trends, incorporating relevant insights into operational strategies.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
Technical Support Engineer
Concentrix
04.2018 - 04.2020
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Partnered with engineering teams to communicate customer feedback on product features and usability, driving continuous improvement initiatives.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Delivered high-quality training sessions to new hires, fostering a strong understanding of company products and services.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Earned recognition from management for consistently delivering exceptional service quality.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Gathered trend data from customer calls and interactions.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Worked with team to identify areas of improvement and devised solutions based on findings.
Education
Graduation -
Annamalai University
HSC - undefined
SVGV Matric Higher Secondary School
SSLC - undefined
SVGV Matric Higher Secondary School
Skills
Workforce Planning
Issue triaging
Compliance requirements
Triaging skills
Staff Training
Staff Development
Operational Excellence
Quality Assurance
Environmental management
Capacity Planning
Product Knowledge
Call Center Operations
Customer Service
Customer Satisfaction
Documentation And Reporting
Written and oral communication
Cultural Awareness
Empathy Display
Personal Information
- Father's Name: Subramanian V
- Date of Birth: 07/19/1995
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Language Proficiency
English, Tamil, Telugu, Kannada, Hindi
Disclaimer
I do hereby declare that all the above statements are true to the best of my knowledge and belief.
Accomplishments
- Promoted to Subject Matter Expert after just 9 months of employment.
- Received Legend employee of the year an award from Concentrix.
- Supervised team of 14 staff members.
- Have been consistent Key contributor in terms of individual performance or Team Performance.
- Trained multiple new hire batches for Production Support.
Software
Dynamics CRM
SSMS
Genesys
Work Day
Ramco
EFACiLiTY
Service Desk
Service Now
Timeline
Software Engineer - Application Support
SIERRA ODC Private Limited
11.2021 - Current
Senior Report Analyst
Concentrix
04.2020 - 10.2021
Technical Support Engineer
Concentrix
04.2018 - 04.2020
Graduation -
Annamalai University
HSC - undefined
SVGV Matric Higher Secondary School
SSLC - undefined
SVGV Matric Higher Secondary School