Managed end-to-end technical support for telecom customers, diagnosing and resolving a broad range of service issues including mobile roaming failures, network service instability, and broadband connectivity. Handled customer inquiries with a focus on data integrity and security, reset PINs/passwords, and guided up-sell opportunities where appropriate. Maintained high performance in a fast-paced environment and delivered strong customer handling and communication.

Seller Support Representative (Customer Service Representative) at VGL Support Services (Via GoGo)

September 30, 2023 - September 30, 2023

Acted as primary point of contact for global technical support; remote; over saw incident lifecycle in ServiceNow and Zendesk. Provided troubleshooting for Office 365, Okta, Outlook, VPN connectivity, and related system issues; ensured accurate ticket documentation and timely resolutions.

Senior Technical Support Engineer (DevOps Team Lead & Scrum Master) at Sri Mookambika Info Solutions (Acquired by Happiest Minds Technologies)

May 31, 2022 - May 31, 2022

Led a DevOps support team as Senior Technical Support Engineer and served as Scrum Master. Drove end-to-end CI/CD workflows, facilitated daily scrums, and removed blockers. Implemented cloud infrastructure practices on AWS with Terraform to ensure consistent and reliable environments. Coordinated cross-functional knowledge sharing and governance across clients.

Senior Technical Support Engineer (IT Support) at ETeam (Client: Unisys)

November 30, 2021 - November 30, 2021

Provided IT support engineering services including Office 365, Active Directory, Okta, Outlook, VPN connectivity, and various system-specific application issues; managed customer communications and ticketing to ensure timely resolutions.

Business Associate (Soft Skills Trainer) at Focus Management (APP CO Marketing), Client: Save the Children

May 31, 2015 - May 31, 2015

Designed and delivered internal training sessions on effective customer acquisition techniques and brand promotion strategies; facilitated soft skills development and stakeholder engagement.

Technical Support Engineer (Network Engineer) at Cybernet Slash Solutions (CSS) Corp, Client: NetGear

June 30, 2014 - June 30, 2014

Provided network device support; configured NetGear routers, switches, and modems; addressed VPN connectivity and firewall rules; performed network troubleshooting and issue resolution.

Education

Bachelor of Computer Science and Engineering - Distinction (CGPA: 8.7/10.0) at KTVR Knowledge Park for Engineering and Technology, Affiliated to Anna University, Chennai, India

January 11, 2030 - October 29, 2025