Rincy Madonna
Chennai
Summary
Results-driven Technical Customer Support Associate with expertise in SQL and cross-functional collaboration at Motorq. Successfully automated ticket triaging, enhancing operational capacity and efficiency. Proven ability to analyze data for high platform reliability while mentoring teams in best practices, ensuring compliance and streamlined workflows across diverse projects.
Overview
4
4
Languages
1
1
Certification
4
4
years of professional experience
Work History
Technical Customer Support Associate (TCSA)
Motorq
2025.01 - 2026.08
- Customer Support Operations: Directed enterprise OEM account support, including capability checks, vehicle enrollment/unenrollment, complex data troubleshooting, account onboarding/offboarding, and user management.
- Technical Workflow Administration: Managed Jira Service Desk ticket pipelines to meet aggressive SLAs; validated critical API endpoints using Postman and Hoppscotch during partner integrations and issue resolution.
- Process Automation: Authored PRDs and FRDs to automate ticket triaging and account closures via Ops AI, reducing manual effort and boosting operational capacity.
- Data Analysis: Leveraged Snowflake and SQL to analyze real-time vehicle telemetry streams, isolating data dropouts and ensuring high platform reliability.
- Billing & Invoicing Support: Validated OEM billing by identifying discrepancies between charges, contracts, and invoicing configurations.
- Knowledge Management: Developed and scaled SOPs in Confluence to streamline workflows, enhancing efficiency and consistency across teams.
Junior Executive
Odyssey Technologies Limited
2023.02 - 2025.01
- Cryptographic Certificate Management: Implemented certificate lifecycle management solutions for 25+ enterprise clients, ensuring secure deployment and compliance with PKI standards.
- Database Administration: Managed production databases and transaction log configurations for 10+ core clients, ensuring compliance with stringent data privacy standards for PKI-based authentication software.
- Cross-Functional Collaboration: Bridged technical development and operations teams to streamline project execution; mentored and upskilled new engineering graduates in public-key security fundamentals.
- Workflow Optimization: Conducted post-performance review evaluations of organizational workflows, implementing actionable SOP enhancements.
Trainee Engineer
Odyssey Technologies Limited
2022.07 - 2023.02
- Stakeholder Collaboration: Partnered with system engineers to extract stakeholder requirements and develop tailored security solutions.
- Quality Assurance: Executed structured QA builds on security deliverables prior to client deployment, reducing post-release patches.
- Application Testing: Assisted in testing and debugging applications to ensure functionality and reliability.
Education
Bachelor of Engineering (B.E.) - Electronics and Communications Engineering
Loyola ICAM College of Engineering and Technology
Chennai2022-06
Skills
- Certificate management
- PKI Architecture
- SQL
- Snowflake
- Postman
- Hoppscotch
- APIs
- Jira Service Desk
- Data Analysis
- Troubleshooting
- Database management
- System Deployments
- SOP Documentation
- Product Requirements (PRD/FRD)
- AI Automation
- Cross-Functional Collaboration
- Team mentorship
- Critical Prioritization
Languages
English
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1
French
Beginner
A1
Certification
- Introduction to Computers and Operating Systems and Security
- Mastering Data Analysis in Excel
Accomplishments
- SSLC Achievement: Secured district rank in SSLC board exams.
- Leadership Experience: Served as group leader during higher secondary, fostering teamwork, and guiding peers.
Timeline
Technical Customer Support Associate (TCSA)
Motorq
2025.01 - 2026.08
Junior Executive
Odyssey Technologies Limited
2023.02 - 2025.01
Trainee Engineer
Odyssey Technologies Limited
2022.07 - 2023.02
Bachelor of Engineering (B.E.) - Electronics and Communications Engineering
Loyola ICAM College of Engineering and Technology