Soundarya R
Coimbatore
Summary
A versatile and Results-oriented Technical Support Engineer with a strong focus on delivering seamless, high-quality support to customers. Adept at owning and resolving technical issues, collaborating across teams, and leveraging best practices to ensure quick and secure solutions. Committed to continuous learning and process improvement. Passionate about driving customer success, improving technical proficiency, and fostering a collaborative, inclusive work culture.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Salesforce.com India Private Limited
01.2023 - Current
- Provided support for various features of Marketing Cloud, identifying and reporting product bugs while ensuring timely resolution and continuous improvement.
- Owned and resolved customer technical issues by conducting detailed investigations and implementing efficient solutions. Collaborated with internal and cross-functional teams, utilizing troubleshooting tools and best practices to ensure timely and effective resolutions.
- Documented faults and bugs for referral to development staff for use in updates.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Monitored product quality to detect potential defects, escalated issues when necessary, and played a key role in driving product improvements.
Cloud Tech Support Analyst
Accenture Solutions Private Limited
01.2021 - 01.2023
- Served as a Process Trainer for 8 months, overseeing the auditing of engineers' tickets and customer chat interactions to ensure quality and adherence to best practices.
- Functioned as a Technical Support Engineer, resolving both hardware and software issues via chat, delivering prompt and effective solutions to clients.
- Installed, configured and maintained computer systems and network connections.
- Provided technical support to clients through calls, chats, and emails, ensuring timely and effective issue resolution. Consistently achieved a 90% First Contact Resolution (FCR) rate and maintained a 95% customer satisfaction rate on a monthly basis.
Senior Software Analyst
Capegemini Technology Services India Ltd
07.2018 - 01.2021
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Evaluated customer needs and feedback to drive product and service improvements.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Worked with Major incident management team to troubleshoot outages.
Education
Bachelor of Science -
Dr. NGP Arts And Science College
01-2018
Skills
- Proficient in ITIL processes for incident, problem, and change management
- Experienced in Windows system administration and troubleshooting, ensuring optimal system performance
- Skilled in using ticketing tools such as ServiceNow, HPSM, and Remedy for issue tracking and resolution
- Strong knowledge of Active Directory and hands-on experience in troubleshooting related issues
- Expertise in Salesforce Marketing Cloud, including Email Studio, Journey Builder, and Email Deliverability
- Extensive experience in troubleshooting Microsoft Office 2010 and Office 365 applications, including Teams, Excel, Word, and Outlook
- Skilled in troubleshooting mobile applications, including Intune, Mass360, and various authentication tools like Microsoft Authenticator and Salesforce Authenticator
- In-depth knowledge and hands-on experience in troubleshooting and supporting Azure Multi-Factor Authentication (MFA), ensuring efficient and secure authentication processes for users
- Strong knowledge of VPN troubleshooting, including Cisco AnyConnect and Pulse Secure
- Basic network troubleshooting knowledge, ensuring seamless connectivity and performance
- Proficient in remote support tools such as Windows Remote Control Viewer and Bomgar for efficient troubleshooting
- Hands-on experience with enterprise applications including SCCM, Entrust, Autotext, Lotus Notes, and RSA
- Support experience with virtual machine applications, including VMware and Citrix
Extra-Curricular Involvement
Organized and hosted weekly team-building activities for over six months, fostering collaboration and a positive work environment.
Certification
- Microsoft Azure Fundamentals AZ-900.
- Salesforce administrator certification.
- Salesforce Marketing cloud email specialist certification.
Declaration
I hereby declare that the information provided above is true and accurate to the best of my knowledge.
Timeline
Technical Support Engineer
Salesforce.com India Private Limited
01.2023 - Current
Cloud Tech Support Analyst
Accenture Solutions Private Limited
01.2021 - 01.2023
Senior Software Analyst
Capegemini Technology Services India Ltd
07.2018 - 01.2021
Bachelor of Science -
Dr. NGP Arts And Science College
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