Connection-Centric Technical Support Specialist

SUSITHRA CHANEMOUGAME

SAN ANTONIO, TX 726-***-**** **********@*****.***

https://www.linkedin.com/public-profile/settings?trk=d_flagship3_profile_self_view_public_profile

Professional Summary

Customerfocused Junior Customer Executive with 2 years of experience engaging with external customers and internal stakeholders to deliver highquality service, technical support, and application design documentation. Strong understanding of MPLS, MSP, SDWAN, TX & IPbased solutions. Proven ability to manage escalations, meet KPIs, and deliver exceptional customer satisfaction. Excellent communication, presentation, and analytical skills with readiness to work in 24 7 environments.

Technical Skills

Category

Skills

Networking

MPLS, MSP, SDWAN, TX, IP Routing & Switching

Tools

Ticketing Systems, CRM, Knowledge Base Tools

Support

Incident Management, Escalation Handling, RCA Support

Documentation

Application Design Docs, SOPs, Work Instructions

Communication

Customer Presentations, Discovery Sessions

Key Skills

Vodafone Customer Support & Service Delivery

Technical Troubleshooting (MPLS, MSP, SDWAN, TX, IP)

Network Support & Incident Handling

Application Design Documentation

Escalation & Priority Case Management

CrossFunctional Collaboration (Engineering, NOC, Operations)

Contact Centre Solution Handover

Process Compliance & Continuous Improvement

Customer Requirement Analysis

Presentation & Discovery Workshops

KPI Achievement & SLA Adherence

Training & Knowledge Transfer

Work Experience

Customer Service / Data Operations – Tata Communications

Jan 2016 – May 2018

Collaborate with external customers and internal stakeholders to gather requirements and deliver tailored solutions.

Produce detailed application design documentation and support designs through implementation and completion.

Engage with customers to ensure requirements are fully understood, addressed, and delivered on time.

Work with internal teams to share knowledge and ensure smooth handover of Contact Centre solutions into operations/support.

Create local work instructions and deliver training to internal teams, including technical and support groups.

Adhere to customerspecific standards and contribute to continuous process and service improvements.

Utilize strong technical understanding of MPLS, MSP, SDWAN, TX & IP products to support customer discussions and troubleshooting.

Conduct facetoface customer interactions, including presentations and application discovery sessions.

Manage customer escalations with professionalism, ensuring timely resolution and high satisfaction.

Consistently achieve KPIs related to service quality, customer satisfaction, and response timelines.

Deliver exceptional customer experience through proactive communication and problemsolving.

Maintain strong English proficiency with accentneutral communication in both verbal and written formats.

Work in 24 7 rotational shifts, including night shifts, ensuring uninterrupted customer support.

Demonstrate strong teamwork, negotiation skills, and customerfriendly behavior.

Education

B.Tech – Electronics & Communication Engineering

Pondicherry University (2011 – 2015)

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