Apoorva Badasheshi
Bengaluru
Summary
Seasoned Technical Support Engineer with 5+ years of experience managing technical services & support operations. Proven success in implementing innovative technical support strategies. Adept at analyzing valuable support requirements while improving productivity & increasing the overall reliability.
Overview
5
5
years of professional experience
Work History
Technical Support Engineer
Khoros India R&D Pvt Ltd
11.2022 - Current
- Provided timely technical support to a portfolio of over 900 customers, consistently meeting communication standards and Service Level Agreements (SLAs) throughout my tenure.
- Delivered rapid and effective resolutions to customer queries, consistently responding within SLA targets, resulting in 100% customer satisfaction.
- Prioritized high-severity issues, including Sev1, Sev2, and escalations, ensuring swift resolution to minimize business impact.
- Resolved cases involving REST API, LiQL, TinyMCE Rich Text Editor, community styling and customization, integration, database issues, and community analytics.
- Mentored and supported junior team members, helping to resolve technical queries and fostering a collaborative team environment.
- Proactively followed up on open cases until resolution, ensuring minimal escalations and high customer satisfaction.
- Investigated logs, configurations, plugin changes, and database queries to resolve customer issues efficiently.
- Areas of expertise: HTML, CSS, JavaScript, SQL, database management, REST API, GraphQL, Eclipse editor.
- Utilized Sumologic for log analysis, Postman for API testing, Salesforce for CRM, and Jira for internal ticket management.
- Implemented best practices in ticket management, optimizing workflows and ensuring efficient case handling.
- Collaborated closely with development and engineering teams to identify and resolve recurring issues, streamlining support processes.
- Reduced average ticket resolution time by 15% through optimized troubleshooting techniques and process improvements.
- Coordinated with Operations and Product teams to ensure 100% effective distribution of bug tickets across engineering teams based on priority.
- Executed MySQL database operations, crafting complex queries to ensure seamless data storage and retrieval.
- Used Eclipse editor for plugin development and configuration changes based on customer requirements.
- Collaborated with the product team to address client enhancement requests and provided actionable feedback to drive product improvements.
AVD Engineer
Infosys Ltd
12.2019 - 11.2022
- Monitored and maintained all the virtual machines and networks.
- Troubleshooted and fixed user experience issues related to User profile, User session, Authentication, Access, Scaling and Load balancing.
- Troubleshoot system and network problems, diagnosing and solving software faults.
- Creation and Maintenance of AVD hostpools, App groups.
- Assign end users to appropriate hostpool/appgroup.
- Provided support, including procedural documentation and relevant reports.
- Responsible for Systems management on a daily, weekly, monthly or on-demand basis and Change control.
- Used coordination and planning skills to achieve results according to schedule.
- Work continuously on a task until completion (or referral to third parties, if appropriate).
- Prioritise and manage many open cases at one time.
- Rapidly establish a good working relationship with customers and other professionals, such as software developers.
- Operated the platform within our security and privacy guidelines.
Education
Bachelor of Engineering - Information Science
Appa Institute of Engineering And Technology
Gulbarga,Karnataka06-2019
Skills
- Programming Languages & Web Development: HTML, CSS, JavaScript, LiQL, Powershell
- Database & API Management: MySQL, Database Management, REST API
- Cloud & Virtualization:
- Microsoft Azure, Azure Active Directory, Virtual Machines, Windows Virtual Desktop, Virtual Desktop Infrastructure
- Development & Monitoring Tools: Eclipse Editor, Sumologic
- Productivity Software: Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook
- CRM & Project Management Tools: Salesforce, JIRA
- Technical Support & Troubleshooting: Technical Support, Desktop Troubleshooting
Timeline
Technical Support Engineer
Khoros India R&D Pvt Ltd
11.2022 - Current
AVD Engineer
Infosys Ltd
12.2019 - 11.2022
Bachelor of Engineering - Information Science
Appa Institute of Engineering And Technology
Similar Profiles
Mohan Reddy KogaraMohan Reddy Kogara
DevOps Engineer at Khoros India R & D Pvt LtdDevOps Engineer at Khoros India R & D Pvt Ltd
Ujjwal DaveUjjwal Dave
Manager, Software Engineering at Khoros India R&D Pvt Ltd.Manager, Software Engineering at Khoros India R&D Pvt Ltd.
Amit KumarAmit Kumar
Software Engineer 2 at Khoros India R&D PVT LTDSoftware Engineer 2 at Khoros India R&D PVT LTD
LAVANYA LAKSHMANLAVANYA LAKSHMAN
AI Decision Science Consultant - Data & AI Engineering Product Lead at Accenture Applied IntelligenceAI Decision Science Consultant - Data & AI Engineering Product Lead at Accenture Applied Intelligence
Laishram Nelson SinghLaishram Nelson Singh
Assistant Manager Inside Sales at UNext Learning Private LimitedAssistant Manager Inside Sales at UNext Learning Private Limited