Venkata Sai Charan Solleti
Banglore
Summary
Dynamic Associate Technical Support Engineer at Automation Anywhere with a proven track record of resolving over 1,000 cases and achieving a 90% customer satisfaction rate. Proficient in Python and troubleshooting techniques in network/infrastructure, I excel in delivering timely solutions and enhancing customer success through effective communication and documentation.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Associate Technical Support Engineer
Automation Anywhere
Banglore
01.2023 - Current
- Troubleshot and solved over 1,000 cases in the Automation 360 control room, which is hosted in both the cloud and on-premises.
- Addressed customers on time-critical issues with patience, and contributed to customer success, one of the core values of Automation Anywhere.
- Onboarding a customer and setting up the end-to-end product with the prerequisites discussion, planning and Integration of LDAP, SSO, SSL certificate, CyberArk vault, cluster setup, etc.
- Project planning to perform an upgrade, migration or any infra related changes e.g. Server migration, database server changes, cluster upscale, SSL certificate update, or network changes.
- End-to-end coordination with the customer regarding product defects, enhancements, or bug fixes.
- Documented troubleshooting steps for frequently occurring issues, which reduced the inflow of support tickets by 20%, and the workload on engineers.
- Monitored and analyzed logs generated by v11 and Automation 360 products of Automation Anywhere to resolve customer issues in real time.
- Attained a customer satisfaction rate of 90% with a 0% SLA miss.
Education
Bachelor of Engineering - Computer Science
NEW HORIZON COLLEGE OF ENGINEERING
Banglore, India07.2022
Skills
- C
- C
- Python
- SQL
- Java
- DBMS
- Microsoft SQL Server
- SSO
- CyberArk
- Automation360
- Document Automation
- Postman
- Troubleshooting techniques
- Log analysis
- Software upgrades
- Product documentation
- LDAP integration
- API's
Operating System
Microsoft Windows, Linux & MacOS
Certification
- Automation Anywhere Certified Advanced RPA Professional
- Document Automation Developer
- Introduction to Generative AI
- Essentials Automation Certification
- Advanced Automation Certification - 2024
- Document Automation Masterclass
Languages
Telugu
First Language
English
Advanced (C1)
C1
Hindi
Intermediate (B1)
B1
Accomplishments
I have been awarded with spotlight award for my efforts towards exemplary customer service for providing top notch customer support.
Timeline
Associate Technical Support Engineer
Automation Anywhere
01.2023 - Current
Bachelor of Engineering - Computer Science
NEW HORIZON COLLEGE OF ENGINEERING
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