Prathiba Sugumar
Berwick,Australia
Summary
Solution-focused Technical Support Lead known for high productivity and efficient task completion. Specialize in troubleshooting, onboarding, and customer relationship management to address technical issues swiftly. Excel in communication, teamwork, and problem-solving to deliver outstanding support and foster positive outcomes. Enable the business to think beyond the norm in a diverse, challenging, and team-oriented work environment.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Technical Support Lead - Global
Udemy
Melbourne, Vic
01.2025 - Current
- Tier 1 Escalation point for Udemy Business customers for technical tickets, including SSO/SCIM with various IDPs, such as Azure, OKTA, Google, OneLogin, ADFS, and API-based integrations with various LMS/LXPs, and DRM issues.
- Resolved an average of 30+ complex technical tickets per week, reducing the backlog by 30% within six months of starting in the role. Consistently maintained a 98% CSAT.
- Served as a bridge between customers and internal engineering teams to address critical P1, P2 incidents, and customer escalations.
- Conducted requirement workshops along with the CS team, delivered client demos, and created user stories, along with their acceptance criteria, in JIRA.
- Facilitated training sessions for existing and new enterprise customers.
- Developed and maintained knowledge base articles, including troubleshooting guides, FAQs, and technical documentation, to assist both customers and global support team members.
- Co-led several projects, including a notable project to automate a particular kind of ticket type that required a lot of manual work and review by T1/2 agents.
Senior Enterprise Customer Experience Analyst And, Escalations Lead
APAC, Udemy
Melbourne
01.2022 - 01.2025
- Escalation point for Udemy for Business Enterprise customers and remote agents to solve the most complicated and urgent cases
- Leading three offshore teams to exceed the Support team's KPIs and essential.
- Technical Support Metrics, including Customer Satisfaction (CSAT), Time to Resolution (TTR), First Response Time (FRT), and Backlogs
- Monitoring and resource allocation of support tickets
- Develop and improve Udemy Business support team’s processes to drive down response time and increase CSAT
- Established close collaboration with Incident and Problem Management (IEM) and Product Development Engineering (PDE) teams to effectively lead and manage support processes for high-priority incidents
- Collaborate cross functionally with Udemy for Business teams including
- Customer Success, Sales, and Product, by contributing to and/or lead business projects
- SME in UB Video, Reports, SSO/SCIM, Integrations, Team plan Purchase and Checkout experience.
Lead - Learning Technologies / Moodle Consultant
eWorks | Vetassess
Melbourne, VIC
07.2021 - 01.2022
- EWorks - Learning technology, development and consultancy specialists, Provide technical support, expert product advice on Open
- LMS/Moodle/CMS/Archiving and Migration strategies, and support clients on version upgrades, features, plugins, and theme updates
- Develop, Implement team policies and procedures for ITIL practices and track service desk tickets to identify improvements to the Support desk to increase CSAT's, reduce SLA breaches, and lower resolution times
- Leading scoping sessions to define client requirements, propose solutions, coordinate and implement solutions for clients to ensure they meet requirements, including managing internal and external stakeholders
- Responsible for ensuring the relevancy of client onboarding & training activities involving the creation and delivery of tailored training and other support materials to support clients in the use of their LMS
- Respond to tenders, create tender documentation, including scoping the project and costings.
Senior Client Support Analyst
eWorks | Vetassess
Melbourne
06.2020 - 08.2020
- Provide technical consultancy and expert advice on Open LMS/Moodle, and support clients on version upgrades, features, plugins, and theme updates.
- Site Administrator for several government LMSs and TAFEs.
- Incident management of high-severity incidents.
- Support clients with the implementation of integrations with third-party systems
- Liaise with clients to scope out their requirements and propose system- related solutions and integrations
- Manage external consultants to deliver against the requirements of a project
- Develop reporting dashboards and pull reports on support stats and data usage
- Research, investigate and analyze systems requirements to specify, design, and implement effective business solutions and provide alternatives
- Create UAT plan and templates
- Create How-To training articles for the support desk's knowledge base
LMS Administrator / Client Onboarding
OpenLMS (eCreators)
Melbourne
01.2019 - 07.2020
- Acquired by Open LMS ), Onboarding, LMS Deployment, Branding, and Configuration
- Project planning and project management for custom LMS requirements (Jira, Confluence)
- Liaise with the clients to propose feasible solutions/workarounds/plugins based on their LMS requirements and user journey expectations
- Facilitate LMS Integration with HR systems / eCommerce / AD / SMS /
- Reporting tools
- Provide Level 2 troubleshooting for Site Administration queries
- Have handled 2400 Level 2 tickets and published over 120 training articles to develop the knowledge base
- QA tester for customized plugins, LMS, reports, and upgrades
- Developed test cases and made sure test rounds and results are audited accordingly
- Regularly conduct public and customized webinar training sessions for clients
- Https://www.lmspulse.com/2019/ecreators-talking-moodle-s01- e01/
Technical Advisor, Helpdesk Support
SME, Pearsons
Melbourne
01.2018 - 01.2020
- Responding professionally and methodically to requests for technical assistance, and providing customers with appropriate advice, product, and service information regarding iOS/Mac devices and services.
- Ensuring customer satisfaction and fostering excellent relationships by recommending the best technical solutions and troubleshooting steps.
- Remote diagnosis, resolving technical hardware and software issues, and translating complex technical language into simple terms for differing audiences.
- I mentored and coached two batches, and provided feedback on their performance to the management.
- Assist markers in identifying and resolving issues related to the in-house application, ePen2.
- Trained Level 1 officers on communication skills and the technical usage of the application.
Mentor / Participant
Udemy
Melbourne
01.2017 - 01.2019
- Assist markers to identify and resolve issues related to the in-house application – ePen2
- Trained Level 1 Officers on communication skills and technical usage of the application
- Provided technical support to non-technical personnel within the business
- Perform troubleshooting and resolution of network problems
- Write and
- Generate reports and also provide solution and feedback.
Support Executive
Vijaya Raja Homes
Chennai, India
08.2013 - 11.2014
- Responding to client enquiries in person or via telephone, letter, and email – always in a professional and efficient manner
- Processing orders, forms, applications and requests for information
- Scheduling appointments, site visits, meetings
- Keeping up to date with the company’s completed ongoing and future projects
- Installed software, modified and repaired hardware and technical issues
- Evaluated and responded to incoming sales leads.
Front End Developer
Complete Print solutions
Melbourne
01.2011 - 02.2012
- Developed the front end for the “Complete Pathways” application using VB
- C#, HTML, CSS, JS, jQuery, and SQL
- Provided IT support for “Complete Pathways” clients
- Query clients professionally to understand the issue/bug and resolve or escalate accordingly
- Generation and documentation of trouble tickets.
Education
Masters - Information Technology
Stella Maris College
Chennai, India01.2009
Bachelors - Computer Applications
Stella Maris College
Chennai, India01.2007
Skills
- LMS / LXP integrations
- SSO / SCIM
- Rest API /xAPI /GraphQL
- MySQL
- Datadog
- Tableau, Looker, Zendesk Reports
- Support metrics
- Escalations management
- Knowledge base development
- Project management
- Moodle
- Customer focused
- Onboarding
- Pre-Sales Communication
- UAT
Additional Information
- ACHIEVEMENTS , LearnX award 2020 - Gold (eCreators) Best talented Onboarding / Induction Team (eCreators) Responsibilities Achievements/Tasks
Languages
English
Native/ Bilingual
Tamil
Native/ Bilingual
Certification
- ITIL - Foundation
References
References available upon request.
Timeline
Senior Technical Support Lead - Global
Udemy
01.2025 - Current
Senior Enterprise Customer Experience Analyst And, Escalations Lead
APAC, Udemy
01.2022 - 01.2025
Lead - Learning Technologies / Moodle Consultant
eWorks | Vetassess
07.2021 - 01.2022
Senior Client Support Analyst
eWorks | Vetassess
06.2020 - 08.2020
LMS Administrator / Client Onboarding
OpenLMS (eCreators)
01.2019 - 07.2020
Technical Advisor, Helpdesk Support
SME, Pearsons
01.2018 - 01.2020
Mentor / Participant
Udemy
01.2017 - 01.2019
Support Executive
Vijaya Raja Homes
08.2013 - 11.2014
Front End Developer
Complete Print solutions
01.2011 - 02.2012
Masters - Information Technology
Stella Maris College
Bachelors - Computer Applications
Stella Maris College
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