Arun Joshy Email and Phone Number

Experienced in owning case escalations from Technical Support Tier 1 team. Worked on monitoring tools such as NewRelic, Pingdom, and LogicMonitor. Experienced with API’s using SOAP & REST calls. Worked and made changes to the frontend of the site as per the client's/customer's request.Taking ownership of technical issues and working with other Engineering groups to resolve more advanced issues when necessary. Knowledge of relational databases, scripting, web applications, networks and general knowledge of internet communication protocolsAbility to systematically assess and accurately diagnose software-related problems.Ability to interact effectively and empathise with customersExperienced in installing, administering and maintaining computer systems and applications in an enterprise IT environmentExperienced with HTML and CSS and in making frontend website changes as per the client's requirements.Experienced on working with JIRA tickets along with L3 engineers and product team.Worked on Multi-factor authentications, SSO's, integrate maps and problem solving as per the client's request.

2 years experience in MySQL and PostgreSQL troubleshooting along with Windows troubleshooting and Remote troubleshooting.Experienced with observability tools like AlertManager and Grafana.Hands-on experience with CI/CD tools like Jenkins, Argo.Provided product support for installation, configuration, and implementation of the Phreesia Software and its servers.Investigated internal databases using SQL (MySQL and PostgreSQL) and Sumo Logic queries to troubleshoot technical issues for high tiered clients.Experienced in server migration with Powershell.On demand call for data migration through servers.Experienced with server installation using Powershell and uninstallation with the same as well.Resolved 50+ tickets on Salesforce for multiple clients weekly by reporting technical bugs, performing manual testing and/or product configuration requests for clients via troubleshooting and performing root cause analysis Experienced on working with JIRA tickets along with L3 engineers and product team.Wrote knowledge articles on Salesforce, Confluence and provided new employee onboarding training to facilitate the onboarding process.

Respond to customer invoice queries, assist customers in resolving day to day billing queries.Work with cash application, collection team, value team and GL team to resolve customer’sbilling issues.Update customers contact information.Processing various forms and requests raised by the BT customers.Providing superior customer service to all the BT customers.

Responding to customers technical problems/issues related to customer’s hub, connectivity linesand networking via email/chat/web or phone.Understanding and using L1 troubleshooting techniques and tools to identify products that aredefective and follow guidelines in issuing service calls/contacts.Advice/Educate customers within procedural guidelines to ensure a complete solution to theirtechnical or service questions and accountable to own customer experience detractors andadopt to approaches to limit such challenges going forward.Monitor and track issues to ensure accurate resolution and involve in revenue generationactivities with current BT customers.Identify cases that require escalations.Researching information required using available tools and resources and providing additionaltechnical escalation when necessary.