Venkat Hari Kiran Pala
Hyderabad
Summary
Dynamic Sr. Technical Support Engineer at Phenom People with expertise in technical troubleshooting and customer relationship management. Proven track record in diagnosing complex software issues and enhancing product functionality through effective collaboration. Committed to delivering exceptional customer service and developing innovative solutions to improve operational efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Sr. Technical Support Engineer
Phenom People
Hyderabad
09.2023 - 05.2026
- Provided technical support to customers by responding to inquiries, troubleshooting and resolving problems in a timely manner for clients using Phenom People products and services.
- Diagnosed and resolved software issues for end-users efficiently and effectively.
- Collaborated with teams to solve technical customer problems across product suites.
- Collaborated with cross-functional teams to improve customer experience and optimize product functionality.
- Developed and maintained customer relationships by providing superior customer service.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Diagnosed complex technical issues by performing root cause analysis utilizing available resources such as log files or application traces.
- Documented technical issues and solutions using internal ticketing systems.
- Maintained knowledge base articles containing solutions for common technical issues encountered by users.
- Analyzed user feedback to identify areas for product improvement and enhancements.
- Analyzed system logs for errors or anomalies that could indicate potential problems or security breaches.
- Trained new team members on support processes and product knowledge.
- Participated in regular training sessions to stay up-to-date on new technologies being utilized within the organization.
Technical Support Engineer
Eng House
Hyderabad
07.2021 - 09.2023
- Diagnosed and resolved technical issues in real-time, enhancing customer satisfaction through effective use of remote access tools.
- Managed ticketing system to track, prioritize, and resolve customer support requests.
- Monitored ticketing system queues, ensuring timely response to incoming customer requests.
- Provided technical support for software applications used by diverse clients.
- Collaborated with developers to resolve recurrent faults.
- Responded promptly to customer inquiries, ensuring clear communication and understanding.
- Documented troubleshooting procedures in knowledge base for future reference.
Senior Technical Support Engineer
Phenom People
Visakhapatnam
05.2020 - 07.2021
- Engaged customers through effective communication strategies via email and phone to maximize benefits of Phenom products.
- Utilized advanced troubleshooting skills to identify and resolve root causes of customer issues efficiently.
- Provided sustaining engineering with step-by-step instructions for issue reproduction, aiding in root cause identification.
- Led resolution efforts for customer support cases by employing superior debugging abilities and communicating findings to engineering.
- Conducted thorough research on software and technical issues, documenting knowledge base articles to enhance resources.
- Leveraged knowledge base articles as critical tools in troubleshooting to expedite customer issue resolution.
- Collaborated with product engineering and cross-functional teams, utilizing technical aptitude and interpersonal skills for collective problem-solving.
Solution Expert
IBM India Pvt Ltd
Visakhapatnam
05.2018 - 04.2020
- Collaborated with clients to identify tailored software solutions for business needs.
- Provided technical assistance for queries related to cornerstone platform migration and operations.
- Escalated unresolved queries to next level of support when necessary.
- Achieved 95% success rate in production support, customer service, tier 2 support, and SLA adherence.
- Maintained outstanding record of resolving 95% of trouble tickets without escalation.
- Conducted troubleshooting and issue resolution while training end users.
- Documented detailed root cause analysis for system implementation.
- Excelled in analyzing problems through probing questions and thorough research.
Education
MBA - Information And Computer Systems
Vinayaka Missions Research Foundation
Chennai01-2011
Skills
- Technical troubleshooting
- Advanced troubleshooting
- Software diagnostics
- Application support
- Remote support
- Remote diagnostics
- Root cause analysis
- Ticketing system management
- Problem resolution
- Problem solving
- Technical documentation
- Customer support
- Customer relationship management
- Effective communication
Accomplishments
- • Received the “Call for Code” award for participating and sharing the idea for the theme “Natural Disaster Preparedness and Relief Efforts” (Jun 2019).
• Recognized and awarded for the contribution to the team's overall performance, displaying the value “Unite to Get It Done Now” from the IBM Analytics Division Director.
• Recognized and awarded blue points through the “Manager's Choice Award” for demonstrating the following IBM practice: Listen for Need, Envision the Future.
• Awarded as the best employee in Gati Ltd for the outstanding contribution to making the zone stand first in Project 10 C [Mobile Updating].
• Awarded a Certificate of Recognition for being the highest bid player in Sports League 2014.
• Awarded Kudos and a Certificate of Recognition for migrating one of the customers.
• Awarded a Service Award for outstanding contributions to the company.
• Awarded Kudos and a Certificate of Recognition for extended support within the team.
• Awarded a Service Award for outstanding contributions to the company.
• Awarded a Certificate of Recognition for addressing a critical issue at a customer.
• Awarded a Certificate of Recognition for providing outstanding support to customers.
• Awarded as one of the best employees of the month [May 2010] for outstanding performance and contribution in KnoahSoft as a Support Engineer for clients TBSS and HDFC.
• Received appreciation from the CEO and feedback for the awesome support provided to clients.
Certification
- The Microsoft Certified Professional in Windows 2003 Networking for Networking Engineers.
Past Work History
• 2016-03- 2018-04 Technical Support Professional
§ IBM India Pvt Ltd, Visakhapatnam
• 2015-04- 2015-11 Technical Support Engineer
§ Avaya India Pvt Ltd, Hyderabad
• 2014-04- 2015-03 Senior Product Support Engineer
§ KnoahSoft Technologies Pvt Ltd, Hyderabad
• 2009-06- 2014-04 Application Support Engineer
§ KnoahSoft Technologies Pvt Ltd, Hyderabad
• 2007-01- 2009-06 IT Associate
§ Gati Ltd, Nagpur
Timeline
Sr. Technical Support Engineer
Phenom People
09.2023 - 05.2026
Technical Support Engineer
Eng House
07.2021 - 09.2023
Senior Technical Support Engineer
Phenom People
05.2020 - 07.2021
Solution Expert
IBM India Pvt Ltd
05.2018 - 04.2020
MBA - Information And Computer Systems
Vinayaka Missions Research Foundation