JEGAN P
Chennai
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Customer Relation Executive
Packt Publishing
04.2021 - Current
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshoot hardware and software issues.
- Extended analysis to assist technology team efforts to escalate and resolve issues.
- Tracked KPIs and created continuous improvement plans.
- Created user accounts and assigned permissions.
- Prepared annual data to determine metrics for operational performance.
Senior Technical Associate
Conneqt Business Solutions
12.2018 - 11.2020
- Monitored system performance to identify potential issues.
- Responded to customer inquiries and provided technical assistance.
- Generated reports to track performance and analyze trends.
- Increased profitability and productivity by minimizing downtime and streamlining quality control procedures.
- Completed daily logs for management review.
- Used ticketing systems to manage and process support actions and requests.
Consultant
Sutherland Global Services
09.2014 - 02.2015
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Skilled at working independently and collaboratively in a team environment.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Consultant
Sutherland Global Services
08.2012 - 05.2014
- Skilled at working independently and collaboratively in a team environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Increased customer satisfaction ratings to 100%.
- Offered assistance to the customers for the enquiries.
Education
B.E - Electronics And Communications Engineering
Alpha College of Engineering
Chennai, India05-2015
High School Diploma -
Scism Matriculation Higher Secondary School
Bodinayakanur05-2007
SSLC -
Scism Matriculation Higher Secondary School
05-2005
Skills
- Analysis and Monitoring Tools
- Troubleshooting
- HP Load Runner, HP Performance center and Defect management tools like JIRA
- Performance testing and reporting
- Designing and preparing Test Data
Certification
Certified Software Tester
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Timeline
Senior Customer Relation Executive
Packt Publishing
04.2021 - Current
Senior Technical Associate
Conneqt Business Solutions
12.2018 - 11.2020
Consultant
Sutherland Global Services
09.2014 - 02.2015
Consultant
Sutherland Global Services
08.2012 - 05.2014
B.E - Electronics And Communications Engineering
Alpha College of Engineering
High School Diploma -
Scism Matriculation Higher Secondary School
SSLC -
Scism Matriculation Higher Secondary School
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