Tech Support Engineer

CONTACT INFORMATION

Name: Suprabha Prasath

Mailing address: Block L, TNHB Flats, Ambattur, Chennai – 600077, Tamil Nadu, India Contact number: +91-887******* E-mail address: *******@*****.*** PERSONAL DETAILS

Date of Birth: 10 November 1989

Nationality: Indian

Marital Status: Single

Previous salary: INR 3,70,000/annum

Current CTC: INR 4,00,000/annum

Notice Period: Currently serving notice

period

Last working day: 24 September 2020

RESUME SUMMARY

Self-motivated, hardworking Technical Support Engineer with 4+ years of Customer facing experience and dependable during critical situation.

HIGHLIGHTS ON SKILLS

Technical Skills

1. Networking: OSI Layers, Routing and Switching technologies and protocols, DHCP, DNS, TCP/ IP, VLANS, IP Address, STP, VRRP, IGMP, ACL, 802.1X.

2. Tools: MS Office 2005-2013, Creately, HPE/Aruba Tools, Salesforce-SFDC. Language skills

• English, French, German, Tamil, Telugu, Hindi

Key skills

• Flexible and supported different time-zones, APAC, EMEA and AMS-EST.

• Excellent communication - written, verbal and presentational, skills.

• Able to handle Customers through phone calls, chat and e-mail.

• Taken the lead to drive through business development in any such opportunity seen.

• Trained newly hired employees with the process, products, portals and channels.

• Understanding customer expectation and able to work as per business requirements.

• Maintained Team spirit and motivated my team in Stressful/critical situations. Personal skills

• Able to work meticulously, prioritize tasks, manage time and take ownership to resolve problems.

• Capable of representing an organization with professionalism, attended Team-building workshops, Client visits, Internal Presentation, Training, Rewards and Recognition (R & R) and Focus Groups. EDUCATION

Graduation

• Bachelor with Honors in Software Engineering, Coventry University, UK, July, 2014

Training & Certification

• ACSA - Aruba Certified Switching Associate, February, 2020 – 2023

• Statement of Accomplishment (Online): University of Virginia, US, Fundamentals of Project Planning and Management (coursera.org), June, 2015

• Adaptable and maintained positive relationship within the team and at all Organizational levels. At various times found opportunities to learn new traditions and culture, easy going and team-bond oriented (during studies and at work).

• Volunteered for part-time jobs in the University Offices, during the course of study.

• Dedicated, Team-Player, Critical thinker, independent decision maker and problem solver. PROFESSIONAL EXPERIENCE

1. CSS Corp PVT. Ltd. 08 January 2018 - Present

Engineer - Switching

• Enterprise Support: Basic networking support. Responsible for troubleshooting and configuring network related hardware issues and (DHCP, VLANS, IP Address, STP, VRRP, IGMP, ACL, 802.1X) technical issues with HP Enterprise/Aruba Switches, over the phone, email and chat. Configuring and managing the fixed port and modular switches.

• Product-oriented: Resolution on hardware/software errors, performance, features and bug related issues, through remote access. Regular follow up on ownership(tickets). Elevate trouble tickets, to the next level, whenever an intervention is required. Involving the developers and designers into certain requests to identify and study the product specific issues.

• Return Materials Authorization (RMA): Isolate issue by troubleshooting and in case of hardware failures, process RMA and keep customers updated about ETA and Tracking. Handle internal and external escalation, work with multiple internal teams (Logistics, Supply chain, etc.) to bring ON time resolution.

• Admin: Monitor SFDC queue for web-trouble tickets and get them assigned to the available Engineers to be actioned according to the Warranty entitled/criticality of the situation. Achievements,

• R & R: Awarded the Rockstar Rookee for the year 2018, HPE Aruba Networks.

• Appreciated by Managers for being a Promoter.

2. Sutherland Global Services, India 26 April 2016 – 5 January 2018 Amazon candidate care services, North America

• Candidate Support: Analyzed Customer Service (CS) Candidate job applications meticulously, and was responsible to assist candidates with accurate updates regarding their job application status. Raised trouble tickets to escalate to internal teams in critical situations.

• Leadership: Was responsible to drive/mentor a team of 8 - 15 members to assist computer illiterate candidates to work on their Job application. Educated the team with process knowledge, coached, mentored and crafted them all along their transition, sharing their performance through daily, weekly team reports, AUX and Metrics. Conducted daily team huddles, sent Minutes of Meeting (MOM)and End of Day (EOD)checklists.

• Training: In house training and coaching provided to New hires and current employees, on process, Web-application, portals and channels, as per client requirement. Helped resolve concerns of internal team at different locations. Achievements,

• Problem resolution: Helped resolve concerns with WebEx connection and other basic application related technical difficulties in the candidate application process remotely through call, chat and e-mail.

• Appreciated by Managers for resolving complex issues by following up with the HR and providing quality resolution. INTERNATIONAL EXPERIENCE

Revenue Group of Companies, Kuala Lumpur, Malaysia 2 June 2014 – 6 December 2014 IT Operations Executive - Intern

• Research and Development (R and D): Involved in the various stages of SDLC and drove to the targets as per stipulated deadlines. Especially, in System analysis, Designing and Testing, for multiple Java based in-house web-application. Designed the UML’s, UI’s, RDBMS and tested the Business banking applications. Drew the test cases and performed UAT and manual testing.

• IT Ops:

.1. Transaction processing: Was responsible for Transaction processing, customer requests on authorization, cancellation and reconciliation of Credit/Debit Cards in Verizon Point of Sale (POS) Terminals.

.2. IT request: Analyzed IT requests such as IT Service, User access and Change requests, and forward it to the respective teams.

.3. System Admin: Conducted online research on software tools and products, reviewed the performances by downloading, installing trial versions and testing them prior to purchase.

.4. Technical content writing: Authored the IT Operations User Manual. Familiarized Content Management skills by authoring and documenting technical files, daily reports, and checklists; Created standardized e-mail and MOM templates for better customer/client service experience.

.5. INFOSEC: Formulated Cyber Security Bulletins, to maintain and ensure INFOSEC. Implemented and monitored that it was put into practice at the office premises by all employees.

• Training and Presentation: Presented the IT Operation procedures and PCI-DSS compliances, during in-house training to team-mates and new hires. Was responsible in sending MOM after the Weekly meetings. Achievements,

• Suggested improvements: Strengthened the efficiency of the Banking application system by recommending additional features such as, the search and save functions to save ample time.

• Appreciated by Managers and Business Director at different times for individual contributions.

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