Vishnu Vijay V
Thiruvananthapuram
Summary
Dynamic Product Support Specialist with a proven track record at Anthology, excelling in SSO troubleshooting and log analysis. Adept at mentoring teams and enhancing client satisfaction through effective problem-solving and documentation. Skilled in SQL querying and committed to delivering high-quality support under pressure, driving improvements in system reliability and user experience.
Overview
7
7
years of professional experience
Work History
Product Support Specialist
Anthology
Bengaluru
09.2024 - Current
- Provided technical support and troubleshooting for Anthology (Blackboard) products, including Learn, Collaborate, and Ally
- Investigated and resolved SSO authentication issues (SAML, OAuth, LDAP) by analyzing logs and debugging IdP configurations
- Conducted log analysis (bb-services.log, catalina.out, API logs) to diagnose system errors
- Assisted clients with Gradebook issues, data inconsistencies, and SIS integrations by analyzing database logs and API responses
- Managed support cases using [CRM Tool - Salesforce], ensuring timely resolution and client satisfaction
- Collaborated with engineering and development teams to escalate and resolve critical system bugs
- Created knowledge base articles and documentation to improve issue resolution efficiency for clients and internal teams
- Provided mentorship and training to junior support analysts, enhancing troubleshooting capabilities and knowledge sharing
- Wrote and executed SQL queries to analyze database logs, troubleshoot data inconsistencies, and assist with SIS integrations
- Managed high-priority escalations, coordinating with engineering and product teams to resolve critical issues
- Queried SQL databases to troubleshoot Gradebook discrepancies, missing records, and SIS integration failures
- Key Skills: SSO Troubleshooting (SAML, OAuth, LDAP, ADFS, Azure AD, Okta), Log Analysis, LMS Support (Blackboard Learn, Collaborate, Ally), SQL Querying & Data Troubleshooting, REST API & SIS Integration Debugging, Client Support & Case Management
Senior Support Analyst
Anthology
Bengaluru
07.2022 - 09.2024
- Led technical troubleshooting and support for Anthology (Blackboard) products, including Learn, Collaborate, and Ally
- Diagnosed and resolved SSO authentication issues (SAML, OAuth, LDAP) by analyzing IdP/SP configurations, SAML assertions, and authentication logs
- Conducted log analysis (bb-services.log, catalina.out, API logs) to identify root causes of system errors
- Investigated and resolved REST API issues, debugging authentication failures, HTTP response errors (401, 403, 500), and API integration issues
- Wrote and executed SQL queries to analyze database logs, troubleshoot data inconsistencies, and assist with SIS integrations
- Managed high-priority escalations, coordinating with engineering and product teams to resolve critical issues
- Provided mentorship and training to junior support analysts, enhancing troubleshooting capabilities and knowledge sharing
- Developed and maintained knowledge base articles, documenting best practices and recurring issue resolutions
- Collaborated with cross-functional teams (Engineering, QA, Product Management) to improve system reliability and client experience
- Key Skills: SSO & Authentication (SAML, OAuth, LDAP, ADFS, Azure AD, Okta), REST API Troubleshooting (Authentication, HTTP status codes, JSON payload debugging), SQL & Database Analysis (Gradebook issues, SIS data integrity, performance tuning), Log Analysis & Debugging (grep, tail -f, Splunk, Kibana, API logs), LMS Support & Integrations (Blackboard Learn, Collaborate, Ally, SIS), Incident Management & Escalations (Case handling, RCA, process improvement), Team Mentorship & Documentation
Technical Assistant
AlMeer Saudi Technical Services Co
Kuwait City
11.2021 - 05.2022
- Administered office and site operations effectively
- Compiled and maintained comprehensive manpower records for clients
- Strategised and coordinated workforce schedules for optimized productivity
- Directed and supervised all aspects of manpower management
- Coordinated travel arrangements, including flights and accommodation, for employees
- Delivered staff inductions and training sessions on administrative procedures, ensuring compliance with company policies
- Processed expense claims and invoices, ensuring accurate financial records and timely payments
- Monitored office supplies inventory, placing orders to avoid shortages and maintain operational flow
- Managed confidential information with discretion, upholding data protection standards
- Liaised with clients and suppliers, fostering positive relationships and facilitating smooth operations
- Handled incoming calls and emails, providing prompt responses or directing queries to appropriate departments
- Organised fair access to office facilities, resources and supplies
- Responded to incoming requests for information or forwarded to appropriate individual
- Handled photocopying documents, updating files and faxing communications for staff
- Provided support to human resources, assisting with recruitment processes and maintaining employee records
Technical Support Representative
CSS Corp
Chennai
03.2021 - 06.2021
- Provided technical and customer support to Roku customers via telephone, email, and chat channels
- Facilitated warm transfer calls from Roku partners, including TV manufacturers and channel providers
- Verified and processed channel refunds for Roku-billed channels in accordance with channel refund policies
- Verified and assigned order refunds to appropriate queues in Zendesk
- Verified and processed replacements for customers as required
- Resolved customer queries and problems using effective communication and providing step-by-step solutions
- Exceeded goals through effective prioritisation and consistent work ethic
- Customised customer experiences to build brand loyalty
- Built and maintained courteous and effective working relationships
- Analysed customer feedback to identify areas for improvement in product support services
Assistant, Digital Operations
Concentrix
Chennai
12.2018 - 04.2020
- Verified customers' educational and work details for CareerBuilder
- Conducted background verifications for customers
- Verified customer details by cross-referencing provided certificates and contacting relevant organizations via email
- Entered verified customer details into SPICE and Webace tool
Technical Support Executive
Allsec Technologies Ltd
Chennai
08.2018 - 11.2018
- Provided technical and customer support to Samsung India for Samsung's Stock and Billing Application in retail shops via telephone and email
- Facilitated call transfers to L2, L3, and other relevant teams as needed
- Maintained detailed records of customer interactions and resolutions for quality assurance purposes
Education
Bachelor of Technology -
Prathyusha Engineering College
Chennai03.2025
High school -
Chinmaya Vidyalaya
Thiruvananthapuram03.2025
Skills
- SSO Troubleshooting
- Log Analysis
- LMS Support
- SQL Querying
- REST API Integration Debugging
- Client Support
- Case Management
- Authentication
- Database Analysis
- Incident Management
- Team Mentorship
- Documentation
- System Performance Monitoring
- Customer Support
- Problem-solving Abilities
- Communication Skills
- Ability to Work Under Pressure
- Ability to Work in a Team
- Fast Learner
Accomplishments
- Star Performer Award, 04/01/24, Anthology
- Maintained TOP CSAT scores
- Received multiple customer appreciation
- Received Internal Stakeholder appreciations
Timeline
Product Support Specialist
Anthology
09.2024 - Current
Senior Support Analyst
Anthology
07.2022 - 09.2024
Technical Assistant
AlMeer Saudi Technical Services Co
11.2021 - 05.2022
Technical Support Representative
CSS Corp
03.2021 - 06.2021
Assistant, Digital Operations
Concentrix
12.2018 - 04.2020
Technical Support Executive
Allsec Technologies Ltd
08.2018 - 11.2018
Bachelor of Technology -
Prathyusha Engineering College
High school -
Chinmaya Vidyalaya
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