~ As a seasoned Technical Support Engineer Specialist, I bring a wealth of expertise in troubleshooting and resolving complex technical issues.
~ With a robust background in SQL, I excel in providing top-notch support to ensure seamless operations for clients.
~ Known for my analytical mindset and excellent problem-solving skills, I thrive in dynamic environments where precision and quick decision-making are paramount.
~ Whether collaborating with cross-functional teams or providing direct client assistance, I am driven by a passion for delivering superior technical support. Always ready to take on new challenges and contribute my expertise to elevate technical operations.
Experience - Process Followed:
~ Managed Ticketing and Articles systems, utilizing Salesforce, JIRA, and Atlassian Confluence for streamlined processes and improved team collaboration.
~ Utilized Aqua Data Studio, SSMS, Snowflake, MobaXterm, SSH Putty, Jump box, and other tools for effective software development and system management.
~ Performed Build Processes and monitored cases, specializing in the PowerSchool Unified Insights product. Checked build statuses for phrases like SUCCESS, SUCCESS WITH WARNINGS, and FAILURE. Created Salesforce tickets and addressed issues related to product data structure through JIRA. Coordinated with product and development teams for prompt resolutions.
~ Handled customization-related issues by creating JIRA tickets and liaising with the Services team through Slack messenger or email, ensuring adherence to customer requests.
~ Addressed connection or storage issues by collaborating with Cloud Ops or Hosting teams, initiating service tickets through the Salesforce web-page.
~ Managed assigned cases by providing support to customers through the support team or coordinating with other teams (product/development, Cloud Ops/Hosting/Fresh service Services) to resolve issues effectively.
Technical Support Engineer (Specialist)
GlowTouch Technologies · Full-time
Sep 2022 - Oct 2023 · 1 yr 2 mos
Mangaluru, Karnataka, India · On-site
Skills: MySQL · Typewriter · SQL · Aqua Data Studio · Salesforce Training · Requirements Gathering · Data Analytics · Data Visualization · Atlassian Suite · Microsoft Office · Quality Assurance · Elasticsearch · SQL Server Management Studio · SQL Server Integration Services (SSIS) · Statistical Data Analysis · Data Reporting · Snowflake Cloud · Microsoft Excel · Technical Support · Unit Testing
Jul 2020Aug 2021 Management Information Systems @Amazon
Key Projects @Amazon: - 3D Support Coordinator
~ Before I joined the 3D India Team (Operations & Support), managing, analyzing, troubleshooting, and publishing key performance metrics for users/artists/leads/managers involved using multiple tools (Excel, Quip, Data Extracts, Emails, etc.), with significant manual effort. This process resulted in increased latency and decreased accuracy/troubleshooting scope for the final reports.
~ When I joined as the 3D Support Coordinator (MIS) for the 3D India Team on July 6, 2020, these tasks were assigned to me as an immediate goal.
~ I began automating the process and performed detailed analysis and smoke testing to understand and innovate the existing process flow, restructuring the process and reports for optimal efficiency and accuracy.
~ This was achieved using SQL queries, stored procedures, events, Excel advanced formulas, macros, etc.
~ From week 34 of 2020 on-wards, the KPI metrics for the Operations Team went live with automation, saving approximately 6+ manager/lead hours per week. From week 38 of 2020 onwards, the KPI metrics for the Support-QA Team went live with automation, saving approximately 5+ manager/lead hours per week.
~ Automation s were created from scratch, resulting in 30 stored procedures and 20 events, till date, to accommodate various tasks for the 3D India Teams (Operations, Support-QA). Additionally, I developed an automation event/steps log table to track and troubleshoot various failures, pinpointing the exact segment of code that needs to be tweaked/addressed.
Billing (Personnel, Departments, Adjustment Types*, Billing Codes, Professional Billing Codes).
Personnel Specialty* & Department Specialty*
(Items with a "*" have Type, Group, Category levels of separation for enhanced grouping and analysis).
~ Performed quality checks throughout the data flow, matching, mappings, and in the final reporting web page to provide prescriptive answers for various financial decision-making scenarios.
~ Made additional modifications based on requests to enhance usability.
~ Interacted with business analysts and clients daily through emails/calls to meet client requirements.
Technical - SQL:
~ Possess in-depth knowledge of SQL querying, stored procedures, database-related functions, and debugging errors.
~ Demonstrate excellent logical, analytical, and critical thinking skills.
Contributions towards the Project:
~ Developed various automation s to eliminate redundant tasks and improve control over various methods, including:
General Ledger Validation Automation (across different internal layers).
Organization Hierarchy Automation (when a predefined structure is formed).
Initial checks (addressing all presumptive areas of potential errors).
Strategic Analyst
Optum (formerly The Advisory Board Company) · Full-time
May 2017 - Jan 2019 · 1 yr 9 mos
Chennai Area, India
Skills: MySQL · Typewriter · SQL · Requirements Gathering · Data Analytics · Data Visualization · Microsoft Office · Quality Assurance · Tableau · Elasticsearch · SQL Server Management Studio · SQL Server Integration Services (SSIS) · Agile & Waterfall Methodologies · Statistical Data Analysis · Life Sciences · Data Reporting · Snowflake Cloud · Microsoft Excel · Data Warehousing · Unit Testing · Informatica
~ Researched the basics of Data Analytics, Data Visualization, and Data Reporting.
~ Gained hands-on practice with Spotfire Desktop/Cloud, Tableau, Minitab, and basic Hadoop
~ Worked on a project related to:
HPLC-CDS reports consolidation - Obtained different types of HPLC-CDS reports and consolidated them into a single report to implement analytics and visualization for better understanding.
Data Reporting & Visualization - (Complex/Multi-variant) – Used Spotfire (Desktop, Cloud), Tableau, and Minitab to identify patterns in pharmaceutical data.
Predictive Analysis – Implemented basic statistical methods and regression analysis in big data analysis. Acquired basic knowledge of installing and running Hadoop and various algorithms.
Process:
~ Master Data Configuration on LabWare LIMS V6 for McNeil Consumer Healthcare & Janssen Pharmaceutical (A Johnson and Johnson Company).
~ Responsible for the build, configuration, testing, and review of Master Data Objects (including but not limited to specifications, analyses, batch templates, test methods, sample plans, products, ELNs item codes, etc.) for the sites in Guelph, ON, Canada, and Pomezia, Lazio, Italy, in support of Catalyst LIMS deployments.
~ Utilized Lot Manager to facilitate checking of lots/batches against specifications.
~ Generated, filed, scanned, and archived QC documentation for built products, ensuring compliance with GDP (Good Documentation Practice).
~ Maintained quality and worked with cross-functional teams to identify actionable root cause analysis tools when deviating from results and implemented CAPAs to prevent re-occurrence of events.
~ Interacted with clients daily through emails and calls to meet client requirements.
Analyst Level III
Jun 2016 - Feb 2017 · 9 mos
Analyst Level II
Oct 2015 - Jun 2016 · 9 mos
Analyst Level I
Mar 2015 - Oct 2015 · 8 mos
Global Value Web · Full-time · 2 yrs
Chennai Area, India
Skills: Typewriter · Requirements Gathering · Data Analytics · Data Visualization · Microsoft Office · Quality Assurance · Tableau · Elasticsearch · SQL Server Integration Services (SSIS) · Statistical Data Analysis · Hadoop · Life Sciences · Data Reporting · Microsoft Excel · Data Warehousing · Unit Testing · Informatica
~ Conducted data mapping and validation of products from manufacturers/vendors from respective sites/catalogs.
~ Validated packaging string/unit of measure (UOM) for products (manufacturers/vendors) by considering both inner and exterior packaging s, and vice versa. Utilized ANSI (American National Standards Institute) UOMs for the validation process.
~ Performed data extraction, enrichment, and cataloging using customized method attribution (multiple field attribution).
~ Developed data classification/taxonomy using the UNSPSC (United Nations Standard Products and Services Code).
~ Thoroughly QA'd (quality assured) and cleansed all datasets.
~ Implemented HIPAA (Health Insurance Portability and Accountability Act of 1996) compliance policies.
Content Analyst
Medusind · Full-time
Dec 2013 - Feb 2015 · 1 yr 3 mos
Chennai Area, India
Skills: Typewriter · Requirements Gathering · Data Analytics · Microsoft Office · Elasticsearch · Life Sciences · Data Reporting · Microsoft Excel · Data Warehousing · Technical Support · Unit Testing
Jul 2013Dec 2013 Customer Care Voice Sr. Rep @Dell
Health Care Eligibility Benefit Inquiry and Response:
~ Processed professional and facility US healthcare claims for Conifer Health Solutions.
~ Ensured HIPAA (Health Insurance Portability and Accountability Act of 1996) compliance, meeting privacy, security, and breach notification rules.
~ Contacted various health insurance companies in the USA (AETNA, AARP, Blue Cross Blue Shield Association, CIGNA, Health Springs, HUMANA, Uni-care Health Insurance, United Health Group Inc., and other healthcare providers) to obtain plan details, verify patients’ healthcare plan eligibility, and inquire about benefits using AAPC (American Academy of Professional Coders) medical codes.
~ Worked on Medicare and Medicaid claims.
~ Possessed a clear understanding of calculating deductible, co-insurance, and co-pay during calls and verifying patient eligibility for insurance.
~ Understood authorization scenarios and proceeded accordingly.
Customer Care - Voice Senior Representative
Dell · Full-time
Jul 2013 - Dec 2013 · 6 mos
Chennai Area, India
Skills: Typewriter · Requirements Gathering · Microsoft Office · Quality Assurance · Microsoft Excel · Technical Support · Unit Testing
Apr 2011Jul 2011 Product Support Analyst @Symantec
Support for Norton Products:
~ Assisted customers in protecting their infrastructure, information, and interactions on the internet by delivering software and services addressing risks related to security, availability, compliance, and performance.
~ Provided support for downloading and installing Norton products on any Windows platform, troubleshooting various error messages that occur during installation, modification, or usage of Norton products.
~ Configured firewalls in various Norton products.
~ Backed up and restored files using Norton Secure Online Data Backup and Norton 360.
~ Troubleshot different error messages based on error logs using various knowledge-based articles, regularly updating these articles when encountering new scenarios.
~ Identified and resolved conflicts between Norton and other software/operating system settings.
~ Manually removed various threats (viruses, spyware, adware, malware, rootkits, trojan horses) using safe mode, safe mode with networking, and registry edit mode.
~ Inbound team provided telephonic/remote diagnostic, technical, and customer support for Dell and non-Dell customers (warranty-based).
~ Fixed complex issues related to installation, operation, configuration, customization, performance, and usage of assigned products, including system software, routers, LAN, docking stations, printers, and gaming consoles.
~ Pitched warranty support and warranty extensions.
~ Suggested machine upgrades and additional supportive electronics based on customer requirements.
~ Outbound team contacted recent customers to obtain the status of their issues.
~ Managed and handled irate/escalated issues, focusing on customer satisfaction.
~ Routed customers to appropriate support queues for unsupported issues.