| Qualification | Institution | University/Board | Percentage |
|---|---|---|---|
| B.E (Computer Science) | NIE Institute of Technology, Mysuru | Visvesvaraya Technological University, (VTU) Belagavi | 50% |
| Pre-University Course | VidhyaAshram, Mysuru | Department of Pre-University Education, Bengaluru | 61% |
| Class 10 | Mysore West Lions Sevanikethan School, Mysuru | Central Board of Secondary Education, Delhi | 9.2-CGPA (90%) |
In recognition of my good performance, I was promoted as Quality Analyst, with effect from 07. July.2022. In this role, I served as a main channel of communication between the Technical tier 2 and tier 3 teams and the front end Voice and chat Support teams.
• Identified, reported and tracked defects on the server, and worked closely with development team to resolve them and ensured that all server functionality meets customer requirements.
• Utilized Jira for defect tracking, test management and updation of support tickets.
• Organized Quality Assurance Calibration meetings ensure support policy adherence.
• Ensured constant communication with Tier 2 and Tier 3 support managers to obtain quick resolution for active SRQ tickets and ensuring a high rate of First contact resolution.
• Participated in Agile development process and provided input on the product backlog
• Collaborated with cross-functional teams to improve processes and increase productivity
• Determined training needs and knowledge gaps based on the trends seen during customer contact reviews and conducted knowledge transfer sessions with the teams to help them identify the impact and implement the feature requests and Bug fixes within the server and the user interface and improve the overall Customer experience and Support process efficiency.
Provided Chat & Voice support for customer hosting specific issues including debugging customer sites to aid in problem resolution as well as customer initial setup of sites and managing all server-side requirements.
• Maintained a highly available server environment to minimize interruption to customers.
• Performed DNS transfers and set up on behalf of customers and troubleshooted all DNS issues.
• Researched competitive product offerings and recommended changes to existing products or new additions.
• Ensured customer data is protected and maintained highly detailed customer account logs on Salesforce CRM
• Performed Troubleshooting of advanced customer networking connectivity issues such as VoIP and email connectivity issues and monitored the health of the entire hosting environment.
• Assisted in maintaining Server based hardware and iSCSI SAN and maintaining a monitoring system (Jira) to detect faults or resource outages for all systems.
Accomplishments and Achievements:
Developed a new client portfolio via direct and indirect communication with potential customers and developed a strong pipeline of new business opportunities.
• Implemented business development initiatives through teamwork with marketing, sales.
• Maintained a highly detailed Customer account database using the Leadsqured CRM.
• Supported team managers in deal negotiations and contract development for business leads.
• Achieved a record sales figure of 1 million rupees of Byjus products within 3 months.
• Created a clear, SEO specific marketing copy to promote the products/services/brand and wrote for the company blog, emails, social media, customer contacts, etc.
• Ideated content and brainstormed with the marketing team to come up with content ideas such as infographics, case studies, videos, social media graphics, etc.
• Coordinated with marketing and design teams to illustrate articles and create blog posts and backlinks and boosted engagement on social media to drive traffic to the website and mobile app.
• Engaged with existing users to help them understand the product better and increase retention.