Akash C T Email & Phone Number

With over 12 years and 7 months in the technical support domain, I currently serve as a Lead Support Engineer, where I drive excellence in incident management and team leadership. My expertise lies in utilizing ITSM tools to ensure seamless support operations, managing SLAs effectively, and enhancing customer satisfaction (CSAT) through meticulous reporting and performance analysis.Core Competencies:ITSM Tools & Incident Management: Proven track record in leveraging ITSM tools for effective incident management and resolution.Team Building & Leadership: Skilled in building and leading high-performing teams, fostering a collaborative environment to achieve organizational goals.SLA & CSAT Management: Expert in managing Service Level Agreements (SLAs) and driving initiatives to improve customer satisfaction (CSAT).Reporting: Proficient in generating detailed reports to track performance metrics and support data-driven decision-making.Technical Skills:Programming Languages: Proficient in JavaScript, HTML, C#, CSS, ASP.NETDatabase Management: Experienced with SQL and SQL Server Management Studio (SSMS)Cloud Computing: Knowledgeable in AWSI am dedicated to leveraging my technical skills and experience to solve complex challenges, optimize support processes, and contribute to organizational success.

India

My role encompasses a wide range of responsibilities, ensuring effective issue resolution and customer satisfaction.Core Responsibilities:Customer Support: Provide comprehensive functional and technical support to customers, addressing their needs with a strong focus on customer satisfaction and effective multi-tasking.Defect Analysis: Investigate and perform root cause analysis of defects to identify and address underlying issues.Issue Tracking: Log and track issues through systems like Salesforce, JIRA, and TFS, ensuring they are monitored until resolution. Create and manage projects in JIRA and TFS for engineering review.Collaboration & Communication: Collaborate with Product Engineering, Professional Services, and other teams to analyze complex product issues. Maintain proactive communication with customers regarding the status of their issues.Documentation: Document solutions and known issues using Atlassian Confluence, contributing to a well-maintained knowledge base.Major Incident Management: Manage major incidents (P1, P2, P3) with a focus on meeting SLAs and maintaining high standards of ticket quality.Training & Migration: Conduct internal training sessions to enhance team knowledge of products and technologies. Oversee migration projects, including transitions from on-premises to in-house cloud and from in-house to AWS.Release & Upgrade Activities: Participate in release and upgrade activities, performing application testing to ensure smooth transitions.Operational Management: Manage shift schedules, handle escalations, and oversee ticket quality. Host and attend calls with stakeholders as required.

India

I specialize in delivering exceptional functional and technical support to a diverse customer base. My role encompasses managing complex technical issues, ensuring high-quality service, and fostering effective collaboration across teams.Key Responsibilities:Customer Support: Provide both functional and technical support, leveraging a customer-centric approach to address and resolve issues efficiently while multitasking effectively.Issue Analysis and Management: Investigate and perform root cause analysis of defects, logging issues into tracking systems and monitoring them through to resolution. Handle Code Red and Severity-1 issues with precision.Proactive Communication: Maintain proactive communication with customers, keeping them informed of the status of their issues and ensuring transparency throughout the resolution process.Collaboration: Collaborate with Product Engineering, Professional Services, and other teams to analyze and resolve complex product issues. Create and manage projects in JIRA and TFS for engineering reviews and bug tracking.Documentation and Reporting: Document solutions and known issues as part of day-to-day activities, contributing to a comprehensive knowledge base and facilitating effective problem resolution.Migration and Release Management: Oversee migration activities, including transitions to cloud environments, and participate in release/upgrade activities, ensuring thorough testing of applications post-release.Operational Oversight: Manage shift schedules, review ticket quality, handle escalations, and attend/host calls with stakeholders as required.

India

My role involves a comprehensive approach to troubleshooting, issue resolution, and coordination with cross-functional teams.Key Responsibilities:Technical Troubleshooting: Diagnose and resolve technical issues reported by customers, utilizing documents, release notes, product documentation, and knowledge bases to provide effective resolutions or workarounds.Issue Recreation: Recreate reported issues in both staging and production environments to accurately understand and address the problem.Information Gathering: Proactively collect all necessary information from customers to assist support and development teams in resolving issues efficiently.Project Preparation: Prepare detailed project briefs for the development team to address and fix bugs in applications.Testing & Validation: Test applications and new features post-release to ensure functionality and reliability. Verify database consistency and prepare reports using SQL queries as per customer requirements.Ticket Management: Create and manage tickets in tracking tools, maintaining high ticket closure rates and ensuring timely escalations when needed.Documentation: Document customer issues and solutions to build a comprehensive knowledge base for future reference.Critical Support: Provide availability during critical production downtimes, actively participating in resolving issues and coordinating with next-level support staff.Customer Interaction: Interact with US customers to troubleshoot and resolve issues, ensuring clear and effective communication throughout the process.My expertise lies in delivering exceptional support, managing technical challenges, and maintaining high standards of service and documentation. I am committed to enhancing support operations and driving continuous improvement in service delivery.