Support Engineer Product
Resume:
Pendota Harshini
Product Support Engineer
Hyderabad, Telangana
****************@*****.***
I am a positive and challenging Team player. I can manage the whole NA shift, represent the whole team working on Ad Manager tool (Google) which includes creating networks, enabling features requested, troubleshooting the issues using different tools, drafting responses to the queries raised by clients and provided support through the chat and e- mail.
Work Experience
Product Support Engineer
HCLTech - Hyderabad, Telangana
December 2021 to Present
1. I have worked on the Google Ad Manager tool, where we troubleshoot the queries raised by the clients. 2. Connect sales is the CRM tool through which we get the tickets and we will resolve them using the search resources which include the MOMA, KB articles, Help Center (HC) articles. 3. We have SLA's within which we need to respond to the tickets. For different queries we have different SLA's. 4. I have worked on an XRMS tool which helps in query resolving. 5. I have knowledge on JIRA tool. .
Education
Master's in Computer science
University college for women - Warangal, Telangana June 2019 to July 2021
Bachelor's degree in Statistics
Bharathi degree college - Warangal, Telangana
June 2016 to May 2019
MPC in Maths
Medha Junior College - Warangal, Telangana
April 2014 to April 2016
Skills / IT Skills
• PPC
• SEO
• Facebook ads
• Digital Marketing
• SQL
• PHP
Languages
• English - Fluent
• Hindi - Fluent
• Telugu - Fluent
Awards / Achievements
Star Performer Award for 3 Quarters
October 2022, June 2023, September 2023
1. I have stood as an outstanding performer by taking an initiative to strengthen the KB (knowledge base) articles and identified 42 new learnings for the corporation, met all the SLA's, FTR's, resolved many number of iterations and new tickets.
2. I have contributed to process enhancement by identifying and analysing gaps in the Rafiki bug revenue share update workflow, demonstrating proactive approach to workflow optimization. Certifications and Licenses
Junior software developer
January 2021 to Present
CPP, HTML, CSS
Additional Information
• Completed internship in Manual testing.
• Recipient of silver medal in my college for being the topper.
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