Support Engineer Customer

Gowrisudhan R Mobile: +91-967*******

Email id: ************@*****.***

Objective:

To be associated with a firm, that provides career development opportunities and contributes in its progress through my knowledge and skill.

Professional Experience:

Worked as Customer Support Engineer in Softech (Exclusive service provider for TCS) for Vodafone India project from 05th Sep 2014 till 31st Mar 2018

Worked as Customer Support Engineer in ET&IT (Exclusive service provider for TCS) for Vodafone India project from 01st Apr 2018 till 01st Nov 2019

Working as Senior Technical Support Engineer in Tecnotree Convergence Private Limited since 29th Nov 2019

Academic Profile:

Bachelor of Technology in Computer Science and Engineering at SASTRA University Kumbakonam with CGPA of 6.0 in 2011

H.S.C at A.R.R Matriculation Higher Secondary School, Kumbakonam with 73.66% in 2007

S.S.L.C at A.R.R Matriculation Higher Secondary School, Kumbakonam with 72.06% in 2005

Technical Skills:

Programming Language: SQL/PLSQL, ORACLE

Operating System: Windows, Linux

Database: MS-Access, Oracle 10g SQL, Oracle 10 PL/SQL

Training and Certification:

Completed certification in Docker and Kubernetes from Udemy

Doing certification in Mongo DB and Phyton through Udemy

Job Roles and Responsibilities@ Vodafone India project:

Monitoring the incidents raised by the Vodafone Business user and analyse the issue then follow up with Central Team till the last time for the resolution.

Administered BMC remedy ticketing SLA, Severity and cascade information between responsible teams in order to improve the CSAT performance and to improve the services.

Every 1st of month used to provide all the reports taken from database to the Business people.

Co-Ordinating with Central Team for the circle issues in IT Head call and checking with Business Team till the issue is fixed.

Having experience in CPOS-Central Point Of Sales and UPSS-Unified Prepaid Support System.

Experience in Summary and projects@ Vodafone India Project :

Implementation of Missed call alert for G2 Customers:

Previously, if customer moves to G2 Barring status there will not be any alert sent to the number for unbarring

New Changes and Requirements

Customers will be moved to G2 Barring status if they did not recharge more than the grace period and the Incoming calls will be barred.

UPSS will fire the barring command towards the HLR and IN and based on the UPSS command configuration, incoming calls will be released and routed to HLR and it will be routed to ONE97 server.

ONE97 will accept the call and play the barring prompt to the calling user and stores the details.ONE97 server will trigger SMS to the number and it will get deactivated

once the user recharges his number and the trigger will be removed automatically and it is implemented in CHN/ROTN circle and based on the success it is got implemented in national level

Job Roles and Responsibilities@ Tecnotree Convergence Limited:

CLOSED LOOP FEEDBACK (CLF):

Client: MTN Opco’s

Tools: Oracle, Linux

Description:

Closed Loop Feedback is to increase customer experience, provides insight on problem areas and to receive customer feedback for daily business

Responsibility:

To check whether the frontend CLF Application is running on daily basis for all Opco’s

Need to resolve the issues raised by client within the required SLA (Such as Data Loading from BIB Team, Application not working, etc)

Need to share required reports based on client requirement

Wholesale Billing System (WBS):

Client: MTN Opco’s

Tools: Oracle, Linux

Description:

Wholesale Billing system is single platform which manages roaming agreements between application owners and other roaming partners, settlements between National and International interconnect partners, settlement between National and International Roaming Partners. CDR’s will be received from Mediation system and rating will be rated CDR’s and stored in Database and Inbound and Outbound reports will be generated

Responsibility:

Monitor WBS server and Database on daily basis to ensure proper running

Monitoring Rejections on daily or weekly basis and informing to client to provide required tariff details

Ensure whether asked reports are shared based on client requirement

Analysing issue and reporting to development team with proper analysis and follow up till issue fix is done

Completing monthly invoicing and monthly reports on provided SLA and informing to client for verification

Digital Customer Lifecycle Management (DCLM):

Client: MTN Ghana

Tools: Oracle, Linux, MongoDB

Description:

DCLM is where a customer comes to network as either Postpaid or Prepaid and lifecycle will continue till suspension and the numbers will be recycled based on client requirement

Responsibility:

Complete sparing of provided SIM numbers from client for reuse

Check on the issue raised by clients and to resolve it by SLA

Personal Details:

Name : Gowrisudhan R

Father’s Name : V.S. Ramachandran

Mother’s Name : R. Sobhana

Nationality : Indian

Date of Birth : 26-09-1989

Declaration:

I hereby declare that the above furnished details are true to my knowledge.

Date:

Place:

Yours Respectfully,

Gowrisudhan R

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