Avinash Acharya
Caddo Mills,TX
Summary
Seasoned Technical Support Engineer with a robust background at Coupa Software, Inc, specializing in troubleshooting and customer issue resolution. Expert in Java Programming and excels in collaborative teamwork. Proven track record in enhancing customer satisfaction and streamlining resolution processes, achieving 100% certification completion through CoupaU.
Overview
3
3
years of professional experience
Work History
Technical Support Engineer
Coupa Software, Inc
San Mateo, USA
06.2022 - Current
- Provide second-level techno-functional support for Coupa’s enterprise solutions, focusing on payments vertical and power apps, ensuring optimal product performance and customer satisfaction.
- Leverage Salesforce to manage customer tickets, track and update case progress, and provide timely resolutions, contributing to efficient case management and escalations.
- Troubleshoot issues across various environments (Production, Test, DEV, UAT) using Elasticsearch (ELK) and Kibana, ensuring that technical issues are identified and resolved quickly to minimize downtime.
- Collaborate with cross-functional teams, including Operations, Engineering, and Customer Success, to resolve complex issues and improve the customer experience.
- Create detailed bug tickets using Jira and Zendesk, ensuring proper documentation for developers to replicate and resolve issues.
- Develop knowledge articles for Coupa’s knowledgebase, streamlining support processes and enabling self-service for customers.
- Regularly engage in CoupaU (Coupa University) to maintain certifications and stay current on product releases and updates.
- Provide accurate, detailed reports and case updates to customers and management, tracking progress according to service level targets.
Production Support Analyst
Prunix, LLC
09.2021 - 05.2022
- Provided technical second-level support for company's Application
- Responsible for tracking of trouble tickets and resolution of escalated incidents
- Answer technical support queries and implements fixes for application problems
- Worked on cross-functional teams to proactively address support issues
- Created and maintained documentation for supported applications
- Coordinated with customers to resolve technical support issues
- Performed with the daily and weekly reports for SLD [Single Lending Desktop]
Education
Bachelor of Science - Computer Science
Texas A&M University
Commerce, Texas01.2021
Skills
Core Competencies
- Sales Operations Support
- Data Analysis & Reporting
- Customer Relationship Management (CRM) (Salesforce, Zendesk)
- Database Management (SQL, Kibana, Elasticsearch)
- Cross-functional Collaboration
- Technical Troubleshooting & Issue Resolution
- Documentation & Knowledgebase Management
- Data-driven Decision Making
- Project Management & Coordination
- Agile & Scrum Methodologies
- CRM & Tools: Salesforce, Jira, Zendesk
- Data Tools & Databases: Kibana, Elasticsearch, MySQL, New Relic, Grafana
- Reporting & Analysis: Excel, Data Visualization, Reporting Dashboards
- Methodologies: Agile, Scrum
Accomplishments
- Phi Theta Kappa, 3.5/4, Associate Degree
- Magna Cum Laude, 3.7/4.0, Bachelor's Degree, 2019
- Cum Laude, 3.512
Projects
Online Web Application for E-Shopping, Created e-commerce application that enabled online users to establish vendor profile to sell products. Developed admin page to manage vendors, facilitate approvals, and set minimum price limits for products. Designed email confirmation for registered vendors. Used myfinance service to streamline credit card purchases., JSP, Spring MVC, Hibernate, RESTFul Web Service Online Shopping Cart, Complete Ecommerce Site, Developed online platform with team member to facilitate product purchases and online payments. Created affiliate program to reward customers for referrals and referral purchases., EJB, JSF, JPA Online Banking System and Credit Card System Using Design Patterns and Framework, Used framework for both banking and credit card system to streamline functionality of deposit money, withdraw money, interest calculation, and reporting. Library Management System, Managed implementation of new system that stored book information. Facilitated reservation and holding system for students. Provided alerts to members with past due books.
References
Kabiraj Kharel, Sr. Software Engineer, Kabirajkharel@gmail.com, (412) 436-6079, PNC Bank (current)
Timeline
Technical Support Engineer
Coupa Software, Inc
06.2022 - Current
Production Support Analyst
Prunix, LLC
09.2021 - 05.2022
Bachelor of Science - Computer Science
Texas A&M University