Daksh Jeena
New Delhi,India
Summary
Experienced Technical Support Engineer with a strong background in CRM platforms, issue resolution, and stakeholder management. Proven ability to analyze data trends, optimize business processes, and deliver exceptional customer service. Adept at collaborating with cross-functional teams to drive continuous improvement and support internal business applications.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Intermedia Cloud Communications/Teleperformance global business services
06.2025 - Current
- As a Technical Support Engineer specializing in Contact Centre solutions, I am responsible for ensuring the seamless operation of our customer service infrastructure. My role encompasses designing, implementing, and maintaining Interactive Voice Response (IVR) systems, optimizing call flows, and providing ongoing support to enhance customer interactions.
- Key Responsibilities:
- IVR System Design & Development: Design and develop customized IVR applications using platforms such as Genesys, Avaya, or Cisco. Collaborate with business analysts to define technical requirements and integrate IVR solutions with backend systems and databases.
- Call Flow Engineering: Create and optimize call routing strategies to ensure efficient and effective customer interactions. Develop and maintain call flow diagrams and documentation to support system configurations and troubleshooting.
- Technical Support & Troubleshooting: Provide expert-level support for IVR and call flow issues, diagnosing problems and implementing solutions to minimize downtime and improve system performance.
Technical Product Specialist
Intermedia Cloud Communications/Teleperformance global business services
06.2023 - 05.2025
- Provide advanced technical support and troubleshooting for products or services.
- Assist in the development and implementation of technical solutions.
- Keep up to date with the latest technology trends and advancements relevant to your field.
- Key Responsibilities:
- Work closely with cross-functional teams, including developers, designers, and product managers.
- Facilitate communication between technical and non-technical stakeholders to ensure everyone is on the same page.
- Participate in meetings and provide technical insights to aid decision-making. Provide advanced technical support and troubleshooting for products or services. Assist in the development and implementation of technical solutions. Keep up to date with the latest technology trends and advancements relevant to your field. Work closely with cross-functional teams, including developers, designers, and product managers. Facilitate communication between technical and non-technical stakeholders to ensure everyone is on the same page. Participate in meetings and provide technical insights to aid decision-making.
Technical Support Advisor
Intermedia Cloud Communications/Teleperformance global business services
09.2022 - 06.2023
- Serve as a point of contact for clients, addressing their technical queries and concerns.
- Provide technical training and support to clients, helping them understand and use the products or services effectively.
- Gather client feedback
Education
MCA -
01.2026
Skills
- Technical Skills
- Change Management Collaboration, Stakeholder Management, Core Java, CRM Support (Salesforce, Workday), Customer Service Excellence, Issue Resolution and Root Cause Analysis, Data Trend Analysis, SQL, Process Optimization, C, Python, Programming Languages: C
- Tools & Platforms: MS Office, Google Docs
- Emerging Technologies: Prompt Engineering, IVR Designing, Call Tree Creation
- Soft Skills
- Quick Learner
- Leadership Abilities
- Excellent Communication Skills
- Problem-solving
- Technical troubleshooting
Certification
- Google IT Automation Professional Certificate
- Microsoft Autonomous Certification
- Professional Certification in Python Automation (Coursera)
- Gen AI and Data Analytics Certified
- Foundation AI Certified
Languages
English
Native or Bilingual
EXTRACURRICULAR ACTIVITIES
Coordinator, Tech Team Institute of Innovation in Technology and Management Led a successful campus event with over 300 student participants, showcasing strong leadership and teamwork. Displayed excellent organizational and decision-making skills while managing event logistics.
Timeline
Technical Support Engineer - Intermedia Cloud Communications/Teleperformance global business services
06.2025 - Current
Technical Product Specialist - Intermedia Cloud Communications/Teleperformance global business services
06.2023 - 05.2025
Technical Support Advisor - Intermedia Cloud Communications/Teleperformance global business services
09.2022 - 06.2023
K.R Mangalam University - MCA,
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