Summary
Overview
Work History
Education
Skills
Websites
Certification
Awards
Timeline
Generic

Vishnu Shankar

Summary

Professional with strong background in managing technical client relationships and delivering impactful solutions. Skilled in troubleshooting, software implementation, and providing tailored support, ensuring client satisfaction and loyalty. Highly collaborative team player focusing on achieving results and adapting to changing needs. Reliable and versatile with strong foundation in technical knowledge and excellent communication skills.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Technical Account Manager

Flatirons Solutions India Pvt Ltd
08.2022 - 04.2025
  • Act as the primary technical point of contact for key accounts.
  • Build long-term relationships with clients by understanding their business needs and goals.
  • Schedule and lead regular technical review meetings on weekly basis.
  • Provide strategic technical advice and best practices tailored to the customer's environment.
  • Translate complex technical concepts into business-friendly language.
  • Help customers optimize product usage and performance.
  • Coordinate with support teams to resolve critical issues efficiently.
  • Manage escalations and act as the advocate for the customer within the organization.
  • Track incidents, root cause analysis, and preventative measures.
  • Ensure proper configuration, integration, and deployment of solutions.
  • Provide product training and documentation as needed.
  • Work closely with Sales, Product, Support, Engineering, and Customer Success teams.
  • Provide customer feedback to Product and Engineering teams for continuous improvement.
  • Participate in internal strategy discussions based on client insights.
  • Review and prioritize customer-reported Jira bug and support request tickets, ensuring timely resolution in alignment with defined SLAs.
  • Prepare a monthly SLA report for all JIRA bug tickets reported during the month, ensuring each ticket meets the defined SLA timelines.

Support Specialist

Flatirons Solutions India Pvt Ltd
01.2022 - 08.2022
  • Provided technical support to clients, resolving issues efficiently and enhancing user satisfaction.
  • Collaborated with cross-functional teams to streamline support processes and improve service delivery.
  • Respond to customer inquiries via email, chat, phone, or ticketing systems.
  • Troubleshoot and resolve technical issues, bugs, and usage problems.
  • Escalate complex or unresolved issues to appropriate internal teams.
  • Log, track, and update customer support tickets in systems like Zendesk, Freshdesk, or JIRA.
  • Prioritize and categorize issues based on urgency and impact.
  • Ensure all tickets are resolved within defined SLA (Service Level Agreement) timelines.
  • Create and maintain support documentation, FAQs, and user guides.
  • Document common issues and solutions to build internal knowledge.
  • Monitor support channels and platforms for unusual activity or outages.
  • Generate reports on ticket trends, performance metrics, and customer satisfaction.

Technical Support Engineer

Source HOV India Pvt Ltd (Exela Technologies)
05.2018 - 01.2022
  • Troubleshoot and resolve complex technical issues related to software, hardware, or network systems.
  • Provide real-time support via phone, email, remote tools, or chat.
  • Reproduce, diagnose, and document issues clearly for further investigation.
  • Act as a key point of contact for customers experiencing technical difficulties.
  • Communicate solutions in a clear, concise, and professional manner.
  • Follow up with customers to ensure issues are fully resolved.
  • Monitor systems and applications for uptime, performance, and reliability.
  • Perform routine maintenance tasks, patches, and upgrades when needed.
  • Support deployment and rollout of software updates or new features.
  • Work closely with Engineering, DevOps, QA, and Product teams to improve product stability.
  • Provide technical feedback to improve product design and usability.
  • Investigate recurring or critical issues to identify root causes.
  • Work with development or infrastructure teams to implement long-term fixes.

Education

Bachelor Of Computer Applications -

Guru Nanak College
Chennai, India
02.2018

Skills

    Technical Skills:

    Product & Technical Expertise

  • Deep understanding of the company’s products or services
  • Ability to guide customers in configuring, deploying, and optimizing solutions

    • Systems & Infrastructure Knowledge

  • Familiarity with cloud platforms (AWS, Windows)
  • Understanding of networking, APIs, databases, DevOps, (depending on the product domain)

    • Data Analysis & Reporting

  • Ability to interpret usage data, performance metrics, and logs
  • Create dashboards or reports to present system health and usage trends

    Ticketing Tools

  • Proficiency with platforms like JIRA, Confluence

    • Soft Skills:

  • Communication
  • Problem-Solving
  • Project & Time Management
  • Multitasking Abilities
  • Team collaboration
  • Task prioritization
  • Issue Diagnosing & Root Cause Analysis

Certification

  • Certificate in Linux Basic & Advance (RedHat 7, CentOS)
  • MSSQL2019 (SSMS & TSQL)
  • Core Java

Awards

  • Raise the Bar Award – Key Performer, Q1 2022 & Q3 2022
    Recognized by Flatirons Solutions for delivering exceptional customer service and significantly improving customer satisfaction metrics.
  • Raise the Bar Award – Key Performer, Q2 2023
    Awarded for leading a successful migration project, transitioning airline customers from on-premises systems to cloud environments with minimal disruption.
  • Propeller Award – Q3 2024 & Q1 2025
    Honored for the timely delivery of 120+ JIRA bug fixes, ensuring seamless deployment across UAT, Staging, and Production environments.

Timeline

Technical Account Manager

Flatirons Solutions India Pvt Ltd
08.2022 - 04.2025

Support Specialist

Flatirons Solutions India Pvt Ltd
01.2022 - 08.2022

Technical Support Engineer

Source HOV India Pvt Ltd (Exela Technologies)
05.2018 - 01.2022

Bachelor Of Computer Applications -

Guru Nanak College

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