Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
TwilioTechnical Lead 3
Mar. 2024India-Lead the technical direction for Email API and Marketing Campaign integrations, collaborating with TSE, SE, and R&D engineering teams. -Technical Escalation Expertise: Address complex customer issues as the primary technical expert, addressing escalations and providing real-time support. -Improved Customer Experience: Establish a unified escalation process, partner with SE for product improvement based on customer feedback. -Knowledge Management & Efficiency: Create and manage technical content (FAQs, KCSs, macros) to streamline knowledge sharing and identify areas for improvement. -Data Analysis & Optimization: Analyse data patterns from tickets to recommend and implement efficiency improvements within the support environment.
TwilioTechnical Support Engineer 3, Email APIs
Jun. 2023 - Apr. 2024Bengaluru, Karnataka, India• Troubleshooting Email Delivery protocols and Marketing Services alongside APIs • Debugging Webhooks, HTML5, CSS and JS issues • Working with Zendesk, JIRA, Confluence • Skilled on SQL (Snowflake), Splunk
TwilioTechnical Support Engineer 2, Email APIs
Jul. 2021 - Jun. 2023Bengaluru, Karnataka, IndiaExperience with communicating and addressing complex technical issues to both technical and non-technical audiences. • Supporting Email (or similar) REST API’s
Dell EMCTechnical Support Engineer 1, Enterprise Core Servers
Jun. 2019 - Jul. 2021Bengaluru Area, India- Provide Core technical support to Dell Field Engineers, Clients and Distributors on PowerEdge Servers (Rack Servers, Tower Servers, Industrial Grade Servers, Modular Infrastructure - (PowerEdge MX, PowerEdge FX Series, PowerEdge VRTX), System Management Software (Open Manage Enterprise, iDRAC), Ready Nodes). - Develop technical resolutions to problems of limited scope and follows standard practices and procedures. - Use defined protocols and independent judgment to properly escalate more complex issues to more experienced engineering staff in order to resolve client issues in the most expedient manner possible. - Work closely with clients to resolve technical issues on various information systems and infrastructure storage platforms. These issues include any or all of the following components: Operating Systems (UNIX, Windows, Linux) Networking (Ethernet, Fibre Channel, iSCSI), Storage Area Networks (vSAN), Network Attached Storage, and Databases - Intermediate working knowledge of Unix, VMware ESXi, and Windows operating systems (Win NT, RHEL, vSphere, vCenter) - Intermediate working knowledge of computing infrastructure hardware (CPU, memory, buses, I/O, device drivers, buffering, job scheduling, virtual memory, file systems, and file systems structure) - Intermediate server hardware knowledge (including SCSI, RAID, I/O topology, Memory, Tape Backup, Disaster Recovery) - Basic networking knowledge (including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions, and network load balancing) - Basic working knowledge of Networking to include TCP/IP, Ethernet, addressing, mapping, flow control, naming, routing/traffic
DellSpecialist, Social Media and Communities(SMaC)
Jan. 2018 - Jun. 2019Bengaluru Area, IndiaResponsible for providing Diagnostic Elevated technical support of Dell Consumer Products (Inspiron, XPS, and Alienware) and Software custom or off the shelf software – industry or proprietary via Social Media. • To utilize Social Media listening tools to listen to and assess different customer posts and conversations and engage in Social Media conversations to provide Dell's official response and position, as well as to outreach to help customers in need. • To exercise analytical skills to identify trends and prepare and post proactive content and to resolve issues voiced by customers on Social Media. This can include personal resolution and/or coordinating resolution with internal Dell resolver groups • To close the loop with customer upon resolution and Issue containment and be responsible for Public Statements on Social Media sites • To be a closed loop with customer & back-end resolver/engineering teams and be able to identify issues & escalation on process gaps. • Monitors and tracks issues to ensure accurate resolution. • Remote Assistance with queries on installation, operation, configuration, customization, and usage of assigned products in Windows/Linux(UBUNTU) environment.
DellSr. Associate, Client Technical Support(CTS)
May. 2016 - Jan. 2018Bengaluru Area, IndiaResponsible for providing Diagnostic Elevated technical support of desktops, Laptops, portables, peripherals (e.g., printers, projectors, etc.) and software custom or off the shelf software – industry or proprietary. Remote Assistance with queries on installation, operation, configuration, customization, and usage of assigned products in Windows/Linux(UBUNTU) environment. Responsible for following defined policies & procedures (e.g verifies warranty entitlement, etc). Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation Responds to customer/client technical problems/issues related to hardware, software and networking via phone & email Assists customers by diagnosing problems and providing resolutions for technical service Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts. Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions. Identifies, researches and provides input on unique or recurring customer problems. Remains knowledgeable of Dell’s product line, current industry products and technologies. Focuses on delivering a positive customer experience according to Dell standards. Monitors and tracks issues to ensure accurate resolution. Reviews and distributes pertinent cross-functional information.
MphasiSTechnical Support Engineer, Service Desk
Sep. 2012 - May. 2016Mangalore Area, IndiaTech Skills: - Win Architecture, Active Directory, PowerShell scripting within Win2003/2008 R2 server - Seibel, Maximo and BMC ITSM Remedy SRM tools - Experience in Scripting, VB script, PowerShell and Batch script. - Experience in group policies and troubleshooting & implementation. - In-depth knowledge of Active directory, ADFS, DFSR, DHCP & DNS, TCP/IP, SMB & Kerberos, DFS & FRS, DNS query, Zone Transfer, Active Directory disaster recovery and backup solution. - E-Mail Client & Support (MS Office 2007, 2013, 2016, O365) - VDI Configuration & Setup Hosted Virtual Machines (VMware), Citrix Desktop Director - End User Device Support and MDM Solutions (Cisco Any connect, GOOD for Enterprise) - Experienced in working in a geographically dispersed team and and closely with other service management functions such as the 24x7 NOC, Production Account Management, Problem Management and Change Management. Duties: • Managed the efficiency and effectiveness of the Incident Management function in conjunction with other Incident Managers, NOC Manager and leadership • Served as major incident manager on shift and on-call as required. o Lead incident bridges and troubleshooting, escalations and incident timelines o Drive fast resolution of incidents o Ensure timely delivery of incident-related information and data o Ensured distribution of incident communication notification/updates for both internal and external customers o Generated and reviewed major incident summaries for Executive stakeholders o Lead internal post incident review discussions and retrospectives, capturing full incident details and follow on action items/improvements. Publish official internal major incident report and root cause analysis • Identified service improvement opportunities through trend analysis and other proactive techniques
Intch is a Professional Networking App for the Future of WorkSee more people like Savio Christopher on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
886743 people
16
Emcee / Presenter
64
Consultant and Coach
17
Senior Customer Success Account Manager @ Amazon
142466 people
17
Manager @ JFSB Global Private Limited
16
Coo @ Reservationkart.com
17
Customer service, Content writer,Bilingual Service