Akshaya Saravanan
Chennai, India,TN
Summary
Results-driven Tech Support Analyst with nearly 2 years of experience in resolving high-impact issues across diverse operating systems and network environments. Proficient in MySQL, AWS, and VMware, with a strong foundation in SNMP, ICMP, and Syslog for comprehensive network monitoring. Skilled in manual and API testing, and adept at troubleshooting software faults to maintain 99.9% uptime and enhance customer satisfaction. Known for creating knowledge bases, guides, and standardized templates that improved ticket handling efficiency by 20% and reduced debugging time by 30%. Recognized for analytical problem-solving and effective cross-team collaboration, influencing product enhancements and ensuring compliance in high-stakes environments. Strong communicator with expertise in Power BI for data-driven decision-making and a commitment to seamless customer support.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technial Support Analyst
Mitsogo
Chennai, India, TN
04.2024 - Current
- Provided technical support for Hexnode MDM, efficiently managing 25-30 customer chats and 10 email inquiries daily, achieving a 98% customer satisfaction rate.
- Resolved complex queries across Android, iOS, macOS, and Windows platforms, driving high product adoption and user satisfaction.
- Documented and escalated critical feature requests and product issues, directly influencing product improvements in collaboration with development teams.
- Collected and analyzed system logs for accurate diagnostics, maintaining precise records in the support ticketing system to streamline future troubleshooting.
- Proactively followed up with customers, ensuring thorough resolution and sustained product engagement.
Technical Support Analyst
Veryx Technologies Pvt limited
Chennai, India
05.2022 - 04.2024
- Led a team of 2 Tech Support Engineers, ensuring all tickets were resolved within SLA and enhancing team efficiency by 15%.
- Authored a comprehensive user and installation guide independently, supporting user adoption and product understanding.
- Developed a robust knowledge base from scratch, improving FAQ accessibility and reducing query response time by 30%.
- Created issue templates to streamline debugging, minimizing resolution time, and enhancing issue clarity for the support team.
- Conducted over 50 product demos, gathering customer insights that directly informed product enhancements.
- Prepared essential documents, including system requirements, product architecture, workflow, and release notes, facilitating cross-functional alignment.
- Ensured compliance by overseeing copyright submissions for product releases.
- Initiated a pilot scoping document to assess success criteria for prospects and created a Power BI dashboard to track customer engagement metrics.
- Standardized communication with a Minutes of Meeting (MOM) template, improving meeting follow-ups and accountability.
- Conducted knowledge transfer sessions for new team members, increasing ticket handling efficiency by 20%.
- Served as an interview panel member, recruiting and training junior Tech Support Analysts.
- Provided actionable feedback to the development team, contributing to product improvements acknowledged by management.
- Participated in manual testing by creating test cases in TestLink and identifying 250+ bugs, enhancing product reliability.
- Developed PowerShell scripts for product feature demos, optimizing mock scenarios for client presentations.
- Delivered technical support across software, hardware, and network inquiries, resolving issues with a 95% customer satisfaction rate.
- Maintained comprehensive documentation on all computer systems, networks, and peripherals, supporting streamlined troubleshooting and knowledge sharing.
Associate Software Engineer [ NOC ]
Hexaware Technologies
Chennai, India
11.2020 - 04.2022
- Maintained 99.9% network uptime by resolving network issues efficiently, reducing downtime by 30% through proactive monitoring and preventive measures.
- Received a Spot Award for accurately closing 1,350 tickets in a month, showcasing technical precision and reliability in issue resolution.
- Enhanced team efficiency by 20% through collaboration with cross-functional teams, accelerating resolution of complex technical problems.
- Leveraged monitoring tools to analyze network traffic and preemptively addressed emerging issues, reducing escalations by 25%.
- Documented network configurations, changes, and incident resolutions, creating a reliable knowledge base for future reference and troubleshooting.
- Conducted regular audits and assessments, ensuring compliance with security protocols, and aligning with industry standards.
- Applied customer handling skills from Hexaware's training, recognized for delivering clear, effective support to clients and internal teams.
Education
Bachelor of Science - Electronics And Communication Engineering
Misrimal Navajee Munoth Jain Engineering College
Chennai04.2020
Skills
- Database Management: MySQL
- Network Protocols and Monitoring: SNMP (Simple Network Management Protocol), ICMP (Internet Control Message Protocol), SNMP Traps, Syslog
- Operating Systems and Environments: Linux, VMware, Android, iOS, Windows, and AWS
- Testing and Troubleshooting: Manual Testing, API Testing, Software Fault Diagnosing, Problem Analysis, Root Cause Identification
- Data Analysis and Visualization: Power BI, Microsoft Excel
Certification
Microsoft Azure-900 Certification
Android Enterprise Associate Certification
Timeline
Technial Support Analyst
Mitsogo
04.2024 - Current
Technical Support Analyst
Veryx Technologies Pvt limited
05.2022 - 04.2024
Associate Software Engineer [ NOC ]
Hexaware Technologies
11.2020 - 04.2022
Bachelor of Science - Electronics And Communication Engineering
Misrimal Navajee Munoth Jain Engineering College
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