Madhu Siddaramaiah
Bengaluru,India
Summary
Agile Technical Support Engineer adapts to providing service via phone, email, remote desktop systems and more. Communicates complicated concepts clearly and professionally handles wide-ranging questions. Committed to successfully resolving all issues and complaints to support business continuity and operational throughput.
Overview
8
8
years of professional experience
Work History
Technical Support Engineer 4 - Flex
Twilio Technology India Private Limited
Bengaluru, India
06.2022 - Current
- Assisted customers with building Flex use-cases and troubleshooting cases requiring additional research.
- Provided React.js Training on a global scale, offering separate sessions for APAC/EMEA and NAMER regions.
- Worked with escalated customer issues and also part of Customer experience betterment project led by Escalations management Team.
- Conducted end to end training for NAMER's Escalation Management Team on Flex Product.
- Conducting cross-training sessions for the Emerging Products Team, focusing on the Flex product.
- Resolved customer inquiries in a timely manner by utilizing problem-solving skills.
- Provided guidance on best practices for using company products or services.
- Monitored customer satisfaction levels through surveys and follow-up calls.
- Trained other team members on relevant technologies and procedures within Flex Team.
- Provided technical guidance when needed to other departments or personnel.
Technical Support Engineer 2 - Emerging Products
Twilio Technology India Private Limited
Bengaluru, India
03.2021 - 06.2022
- Provided assistance to customers in integrating and troubleshooting Emerging Products for their use-cases, including cases that required additional research.
- Mentored and trained 3 newly hired team members on product knowledge.
- Hosted weekly Tech office hours for APAC/EMEA Emerging Products Team.
- Collaborated with the Team and held weekly meetings with Naveen to enhance Team metrics, which were subsequently featured in GSDCI Newsletter.
- Assisted a personalised customer in achieving their use-case by creating a github repo for an edge case and was recognised from the Supportability Team Lead.
- Resolved customer inquiries in a timely manner by utilizing problem-solving skills.
- Monitored customer satisfaction levels through surveys and follow-up calls.
- Provided guidance on best practices for using company products or services.
- Provided technical guidance when needed to other departments or personnel.
Associate - Projects
Cognizant Technology Solutions-Client:Metlife Ins.
Bengaluru, India
12.2015 - 02.2021
- Accountable for 24*7 Operations and Maintenance of Leading Insurance Provider project in a smooth and efficient manner.
- Assist and support in Keying and Post Issue Transactions of contracts in Annuity Business of Insurance to ensure optimum product selection, clear and accurate documentation of all requirements.
- Proactively monitor the processing of daily financial transactions to ensure successful delivery and on-going compliance of batch processing.
- Ensure high level of customer request fulfillment support on bug fixes and minor enhancements, troubleshooting of application outage and other maintenance 24*7 through to resolution thereby ensuring utmost Customer Satisfaction round the clock without any hindrance.
- Work closely and maintain effective working relationships with customers and internal teams to ensure a smooth implementation and transition from start-up to production mode.
- Education of new recruits in the application maintenance support process to manage customers’ expectations.
Education
Bachelor of Engineering - Electronics And Communications
Acharya Insitute of Technology
Bengaluru06-2015
Skills
- Computer Operating Systems: Microsoft Windows, Mac, Linux
- Databases & Reporting: MySQL, MS SQL server 2008/2012, Big Query, Tableau
- Web Technologies: HTML, CSS
- Frameworks: Net framework, Angular
- Scripting: Javascript, Nodejs, ReactJS
- Programming Language: C, C#, Core Java
- Automation: MAESTRO – Workload Scheduler, Qlikview
- ITSM: Service Now, Jira and Zendesk
Accomplishments
- Three consecutive TSE of the month awards (March to May 2022).
Timeline
Technical Support Engineer 4 - Flex
Twilio Technology India Private Limited
06.2022 - Current
Technical Support Engineer 2 - Emerging Products
Twilio Technology India Private Limited
03.2021 - 06.2022
Associate - Projects
Cognizant Technology Solutions-Client:Metlife Ins.
12.2015 - 02.2021
Bachelor of Engineering - Electronics And Communications
Acharya Insitute of Technology
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