Summary
Overview
Work History
Education
Skills
Websites
Software
Certification
Timeline
Generic
BANGARU PRASANNA

BANGARU PRASANNA

Technical Support Engineer| Aspirin Data Analyst
Chennai

Summary

Results-driven, customer-focused Technical Support Engineer with over 3 years of experience resolving complex technical issues, improving user onboarding, and ensuring seamless customer experiences. Proven track record in troubleshooting, CRM systems, and cross-functional collaboration. Skilled in reducing escalations, increasing efficiency, and supporting technical products with professionalism and empathy.

Overview

2
2
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work History

Technical Support Engineer

IOPEX Technologies
Chennai, India
05.2023 - 10.2024
  • Assisted customers in onboarding wireless camera devices and provided troubleshooting support for Wi-Fi connectivity, IP configuration, and other networking-related issues.
  • Resolved over 500+ monthly issues via remote troubleshooting and live support.
  • Tracked and resolved 30+ escalated customer issues weekly via personalized email communication, achieving a 95% customer satisfaction score and zero repeat inquiries within two-day follow-up window.
  • Developed a 100% accuracy rate in CRM logging and adherence to quality parameters throughout period.
  • Helped users configure mobile apps for device management, ensured security settings were properly applied, and provided clear, user-friendly guidance to improve the customer experience.
  • Arranged customers via email for unresolved issues and preserved detailed logs of each issue and resolution using Excel for record-keeping and analysis.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.

Senior Customer Associate

Teleperformance
Chennai, India
06.2022 - 05.2023
  • Assisted global customers for a leading e-commerce company in placing orders, tracking deliveries, and resolving post-order issues.
  • Coordinated with distributors to address defective product concerns and ensured timely resolutions.
  • Built strong customer relationships through empathetic support and clear communication.
  • Delivered Tier 1 support via phone, email, and chat to enhance customer experience.
  • Followed up with customers via email for issue resolution and upheld the Excel log for tracking customer interactions, order problems, and resolutions.
  • Facilitated customer surveys and improved processes that led to a 7% improvement in service reputation.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
  • Coached junior associates on best practices, leading to a more proficient and knowledgeable team overall.

Education

Bachelor of Science - Computer Science And Engineering

KGISL Institute of Technology
Coimbatore
06.2016 - 09.2020

Skills

SQL

Python

Power BI

Microsoft Excel

Data Cleaning

Exploratory Data Analysis

Dashboard Development

KPI Design

Reporting

Data Visualization

Device Onboarding & Setup

Customer Experience Management

CRM & Ticketing Systems

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Software

Excel

Google Sheets

PowerBI

CRM Tools

Certification

Data Fundamentals by IBM

Timeline

Data Fundamentals by IBM

11-2024

Technical Support Engineer

IOPEX Technologies
05.2023 - 10.2024

Senior Customer Associate

Teleperformance
06.2022 - 05.2023

Bachelor of Science - Computer Science And Engineering

KGISL Institute of Technology
06.2016 - 09.2020

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BANGARU PRASANNATechnical Support Engineer| Aspirin Data Analyst