Prasanth Ch Email & Phone Number

Hyderabad, Telangana, India

• Root cause analysis for the end users with the help of Application Tools Putty, Microsoft SQL Server Studio and Service Now.• Providing proper solution to tickets and managing SLA.• Working on exceptions caused due to system glitch and issues raised by end users.• Create and execute SQL queries to update the database.• Creating and deleting files & directories as per request from Dev team.• Checking files & directory permissions and change permission as per requirement.• Monitoring the auto alerts generated due to any fallout of application service.• Working on database to find out of sync orders and correct there offers and product.• Working on database to find requeue and insert the row as advised by Dev team.• Administrating the job status & taking appropriate actions as instructed.• Responsible for development and documentation of M&P.• Creating daily and monthly status reports required by higher management.

Pune, Maharashtra, India

• Following the ITIL procedure to resolve the tickets.• Providing proper solution to tickets and managing SLA.• Working on process to find fallouts and defects, in case the order is stuck at point in the production environment.• Working on exceptions caused due to system glitch and issues raised by business stack holders.• Monitoring the auto alerts generated due to any fallout of application service.• Performing sanity checks in the start of the shift for all the components and scheduled jobs and ensure the health of production environment is green.• Responsible for development and documentation of M&P.• Monitoring the events in database by using predefined queries.

Pune, Maharashtra, India

• Monitoring the ticket queue and assigning it to right group and notify next level support team for any priority issue.• Monitoring the auto alerts generated due to any fallout of application service.• Monitoring the log files to find out defects.• Performing sanity checks in the start of the shift for all the components and scheduled jobs and ensure the health of production environment is green.• Notify the L2 support team on any fallout post sanity checks.• Identifying the errors & intimating it to L2 team. • Responsible for development and documentation of M&P.• Monitoring the events in database by using predefined queries.

Hyderabad, Telangana, India

• To maintain quality on call, Inbound as well as Outbound.• To arrange Authorized Service Personnel for customers• To handle Flat Bed Desk in which they have to arrange alternate options for towing as a cost reduction procedure• for Tata Motors.• To maintain MS Excel tracker in order to create reports about cost saving and to forward the report to clients.• To speak with Customer Support Manager and Other Higher Clients to find any alternate options for cost saving.• To speak with Corporate Customers and to arrange call backs from the sales team.• To register a complaint CSR in the CRM application, against the dealership if the customer is not satisfied with the service.