Mar 2025 – Mar 2026 · 1 yr · On-site

Jun 2023 – Mar 2025 · 1 yr 9 mos · On-site

• I provide SAAS support for one of the products (Search Assist) which leverages artificial intelligence and machine learning.
• I help clients deal with technical issues by using multiple skills at play which are not limited to just such as API, SSO, Integration, JIRA, Incident, SAAS product troubleshooting / AI model training, etc but many more.
• I mentor and supervise the team technically
• I share & draft the knowledge findings as part of KB and contribute as writer to community space.
• Secured 85% SLA's un-breached.
• Created, initiated, driven and completed a project that helped many, (More details on this in the project section)

Dec 2022 – Jun 2023 · 6 mos · India · Hybrid

• Provided SAAS support to an LMS Web Application.
• Managed client relationships by delivering prompt responses to questions.
• Resolved system and customer issues by troubleshooting and providing effective technical solutions.
• Testing & Debugging product components to identify root causes of issues.
• Planned and led technical training to boost product support team members' skills.
• Have knowledge on Service Now platform in engaging day to day activity.

Jan 2022 – Nov 2022 · 10 mos

• Drove to standards and maintained the culture of knowledge transfer by coaching 2 teams under my supervision.
• Encouraged a culture of knowledge-sharing and collaborative workflow among departments and project teams.
• Ensured that employees are sure of the knowledge management processes, including the purpose of doing so.
• Monitor progress and learning processes by keeping track of engagement, project outcomes, and
• other metrics.
• Providing relevant coaching, training, and support to champion a knowledge management culture.

Oct 2019 – Nov 2022 · 3 yrs 1 mo

• Provided SAAS support to clients that used SAP's product and help deal with the technical problems they came across.
• Learned certain technical aspects such as SQL, API, Web applications Stack, infrastructure, MS-SQL etc.
• Secured 96.5% SLA without breach on the support tickets.
• Used to deal only technical L2 tickets which are related to integrations, platform, advanced troubleshooting.
• Supervised, reviewed and mentored as a Knowledge Management Coach (Technical Articles - More under the projects section).

Aug 2018 – Oct 2019 · 1 yr 2 mos · Hyderabad, Telangana, India · On-site

• Used to provide technical support to the clients based out in Philadelphia.
• Acted as a central node for command center operations and monitored the Server activity worked on tickets in Service Now, made sure SLA's are not breached alongside resolution.
• Provided administrative support, ensuring many processes run smoothly and in an efficient manner.
• Provide accurate and timely communication with internal and external stakeholders.

Mar 2018 – Aug 2018 · 5 mos · Hyderabad, Telangana, India · On-site

• First step into the career and found myself into a Sales Specialist position for a project known as GoDaddy. I used to deliver much less technical ability as sales were the prior target.
• This taught me to walk into the department of sales for a very brief period of time where I dusted some of the related technical aspects.
• Knowledge of the Web was infused. This included but was not restricted to Domains, Hosting, Email infrastructure, website performance, unavailability of the domain, all and such aspects related to web/domains/emails/hosting space, etc.
• Understood industry standards of performance parameters such as KPIs.

Aug 2017 – Feb 2018 · 6 mos

• I was on a Travel spree after graduation. This helped me connect myself more to the real world.

May 2016 – Jul 2016 · 2 mos · Visakhapatnam, Andhra Pradesh, India · On-site