Saranya Balarajan
Glenwood,Australia
Summary
Accomplished senior technical support specialist with extensive experience providing support to clients from various industries. Well rounded and reliable leader with outstanding communication and interpersonal skills.
Overview
15
15
years of professional experience
Work History
Senior client support agent
Global Payments - Sentral Education
Chatswood, NSW
05.2024 - Current
- Investigating, diagnosing and resolving business critical application and system issues
- Mitigating and potentially resolving identified bugs to deliver better products to Sentral clients
- Managing client support tickets including prioritising escalated issues and liaising with the Engineering team
- Problem management - conducting root cause analysis of software and hardware issues and identifying workarounds and solutions
- Providing support and technical leadership to all Client Support team members
- Ensuring enquiries are responded to within established timeframes and client satisfaction scores (KPIs) and technical support service levels (SLAs) are achieved
- Identifying product improvement opportunities and communicating them through the Technical Operations function / Gang of 3
- Effectively communicating and engaging with team members, users, vendors and data source providers to resolve system and application issues
- Enhancing the internal technical knowledge base and contributing to the development of self-help materials and strategies
- Working with team leaders and colleagues to advance projects, support and train others where required
- Demonstrating and encompassing leadership behaviours, especially during periods of management absences
- Identifying and analysing trends in cases to improve the product or internal processes
- Keeping the client experience (both internal and external) at the forefront of what we do
- Agent coaching and maintaining standards of work
- Stakeholder management - notifying and escalating issues, creating/delivering initiatives to drive better client behaviours
Technical support engineer
Ultimate Kronos Group
Macquarie Park, NSW
03.2021 - Current
- Provide technical support to a workforce management application that is used by various clients in the retail sector
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Document knowledge in the form of knowledge base tech notes and articles
- Follow the SLA for issues with respect to the severity
- Provide prompt and accurate feedback to customers
- Working closely with SMEs and other stakeholders to identify problem scope and escalate to specialized engineers
Application Support Analyst
Alemba pty ltd
Darlinghurst, NSW
10.2017 - 02.2021
- Provided Level 1 and Level 2 support to a web-based application providing an ITSM solution to various clients
- Pursue traces or queries on the customer database to assess the needs for workarounds or application fixes
- Using the REST API to integrate various applications
- Configuring the infrastructure and installing applications on Windows IIS hosted platform
- Work with VMware vSphere client to create virtual machines for troubleshooting
- Used remote access to perform troubleshooting when needed
- Roll out version upgrades for customers and where necessary, carry out customization rewrites or migrations
- Engage in small managed development projects such as screen designs and connectors
- Troubleshoot windows issues that prevent the application from functioning as expected
- Working closely with problem owners, SMEs and other stakeholders to identify problem scope and escalate to specialized engineers
Support Analyst
Cognizant Technology Solutions
Chennai, India
06.2010 - 04.2014
- Provided constant Level2/Level 3 production support for a data warehousing application in the insurance domain
- Investigated and resolved technical operational issues of the applications
- Monitor and troubleshoot Informatica Mappings in production environment
- Build and maintain SQL scripts, indexes, and complex queries for data analysis and extraction
- Led efforts to analyze data for source/target mappings to solve data discrepancies in the reports
- Involved in supporting and maintaining Unix shell script jobs
- Opened and documented defect tickets
- Participated in daily weekly and bi-monthly status meetings
- Worked closely with other teams to solve the customer issues
- Maintained close collaboration with vendors to ensure timely support whenever necessary
- Made effective and much appreciated suggestions for changes in the system applications and gave expert advice as to proper operation
- Independently perform complex troubleshooting and root-cause analysis
- Troubleshoot and resolved application issues escalated from end users
- Processed large batches of data on daily and weekly basis
MSBI Developer
Cognizant Technology Solutions
Chennai, India
07.2009 - 06.2010
- Create SSRS reports that meet client requirements
- Create, update, and manage content pages to host the reports and documents within Microsoft SharePoint 2010 using HTML and CSS
- Test site functionality and log defects to assure proper site behavior before going live to end users
- Maintained and created code and images for the company web site
- Implementation and delivery of MSBI platform solutions to develop and deploy ETL, analytical, reporting and scorecard/dashboards on SQL Server 2008 using SSAS, SSIS/DTS, SSRS
- Extracted data from various sources like SQL Server 2008/2012, Oracle, .CSV, Excel and Text file from Client servers and through FTP
- Reviewed & Tested packages, fixing bugs (if any) using SQL 2005 Business Intelligence Development Studio
Education
Bachelors of Science - Computer Science
Pondicherry University
Puducherry, India01.2004
Skills
- Operating Systems: Windows (Expert), Linux (Intermediate)
- Troubleshooting & Support: Remote desktop support, Ticketing systems (Salesforce, JIRA)
- Programming: HTML, CSS, JavaScript, Java, XML, J2EE, Visual Basic
- Applications & Tools: VMware , TeamViewer , Microsoft Office Suite (Expert), Salesforce (Basic)
- Database: Oracle, DBMS, MySQL
Timeline
Senior client support agent
Global Payments - Sentral Education
05.2024 - Current
Technical support engineer
Ultimate Kronos Group
03.2021 - Current
Application Support Analyst
Alemba pty ltd
10.2017 - 02.2021
Support Analyst
Cognizant Technology Solutions
06.2010 - 04.2014
MSBI Developer
Cognizant Technology Solutions
07.2009 - 06.2010
Bachelors of Science - Computer Science
Pondicherry University
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