PROFESSIONAL SUMMARY

Dedicated Customer Experience Professional with 14 years of experience in managing customer service teams and resolving escalated issues across diverse brands. Proven track record of enhancing customer satisfaction through effective problem-solving, communication, and process improvement. Adept at leading teams to achieve operational efficiency while maintaining a professional and friendly environment.

WORK EXPERIENCE

Sr. Technical Support Engineer
11/2023 - Present
Alation , Sydney - Australia
• Lead complex issue resolution for enterprise customers in APAC, ensuring SLA adherence and high CSAT
• Mentor team members, sharing product expertise to enhance resolution quality and speed
• Author and improve Knowledge Base articles to strengthen self-service resources
• Advocate for customer needs in product and process discussions to improve usability and efficiency
Sr. Technical Support Specialist
03/2021 - 11/2023
Open Text Pty Ltd , Sydney - Australia
• Delivered technical enablement programs for team members, reducing onboarding time and boosting product fluency
• Implemented process improvements that increased operational efficiency and reduced resolution time
• Monitored and optimized KPIs, consistently achieving CSAT targets
Customer Support Specialist
12/2018 - 03/2021
Diligent Corporation , Sydney, Australia
• Provided technical support for SaaS solutions, resolving escalations quickly and effectively
• Partnered with product teams to streamline support workflows and knowledge sharing
• Enhanced team capabilities through peer coaching and collaborative troubleshooting
Application Support Consultant
10/2017 - 03/2018
Avensys Consulting Services Limited , Singapore
• Provided application support for diverse business systems across shipping and property divisions
• Delivered end-user training and technical documentation
• Managed escalations and collaborated with development teams for timely resolution
Sr. Associate Technical Support Engineer
10/2012 - 12/2016
SAP Callidus Cloud , Hyderabad, India
• Supported Sales Performance Management (SPM) solutions for enterprise clients
• Conducted root cause analysis for technical issues and provided long-term solutions
• Delivered onboarding and product training for new hires, boosting team productivity
Consultant
06/2010 - 10/2012
Hitachi Consulting Software Services , Hyderabad, India
• Led cross-functional project teams of up to 8 members to deliver IT solutions for diverse clients, achieving 100% on-time delivery and adherence to budgets averaging $500K
• Implemented Agile project management methodologies using JIRA and Confluence, improving project tracking efficiency by 30% and client satisfaction scores by 15%
• Managed end-to-end client implementations across multiple industries, resulting in a 20% increase in repeat business and positive stakeholder feedback
• Provided strategic IT support and risk mitigation, reducing project delays by 25% and ensuring seamless integration with client systems
Assistant Lecturer
02/2009 - 03/2010
Chitkara University , Himachal Pradesh, India
• Developed and delivered engaging lectures on core computer science subjects, including Data Structures and Algorithms, to over 150 undergraduate students per semester, achieving an average course evaluation score of 4.5/5
• Designed and implemented innovative coursework and assessments that improved student pass rates by 15% and enhanced critical thinking skills
• Mentored and guided students through project work, resulting in 20% of students presenting at regional academic conferences
• Collaborated with faculty to update curriculum aligning with industry standards, increasing student employability and internship placements by 10%

EDUCATION

Master of Computer Applications
Punjabi University , India
B.Sc. (Computer Science)
Guru Nanak Dev University , India

SKILLS

CERTIFICATIONS

Professional Scrum Master I (PSM-I)
TSIA Certified Support Professional – I
ITIL Foundation Certified
Kepner Tregoe – Situation Appraisal & Problem Analysis
KCS v6 Fundamentals Certified