SHAMKEERTH SAITEJA SURAPALLI
Technical Consultant
Hyderabad
Summary
Results-oriented support engineer with exceptional problem-solving and critical thinking abilities. Meticulous attention to detail and a methodical approach. Adept at approaching challenges from unconventional angles to generate innovative solutions. Continuously acknowledged for extensive knowledge and expertise in the field.
Overview
6
6
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Support Engineer (Autodesk)
Swift Staffing Solutions
11.2024 - Current
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
- Connected to computer of client using remote link to install programs and applications.
- Collaborated with outside departments to implement system-wide improvements.
- Streamlined support processes by creating detailed documentation and knowledge base articles for common issues.
- Created user accounts and assigned permissions.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
Microsoft Azure Support Engineer
Swift Staffing Solutions
01.2023 - 10.2024
- Expertly managed customer service requests using DFM and Microsoft tools, adhering to ITIL frameworks
- Proactively engaged with partners and customers to resolve Microsoft Billing inquiries and processed refunds efficiently
- Monitored and reported on cost analysis, ensuring budget adherence and providing alerts and forecasts for financial planning
- Collaborated with Microsoft stakeholders and engineering teams to resolve billing disputes through ICM, identifying and addressing system bugs
- Delivered innovative, real-time solutions for complex issues within Microsoft's policy guidelines
- Fostered strong partnerships with Microsoft support teams, guaranteeing prompt resolution support
- Ensured operations complied with ITIL-based Service Level Agreements and provided detailed Root Cause Analyses (RCAs) to meet customer needs
- Generated insightful weekly and monthly operational reports for stakeholder review
- Regularly updated Standard Operating Procedures (SOPs) on knowledge portals, sharing best practices with the team
- Led integration efforts with CSS Azure support specialists to tackle technology-specific issues within the Azure billing ecosystem
- Maintained a cutting-edge understanding of industry standards, applying best practices to daily operations
- Demonstrated a robust understanding of virtualization technologies and experience with cloud providers, including Azure
- Resolved a wide range of customer issues, from Azure billing to complex technical challenges involving Azure services like VMs, Storage, and Networking
- Ensured high availability, performance, scalability, and security of Virtual Machines, addressing customer concerns effectively
- Spearheaded team operations, ensuring peak productivity and top-tier service quality as a Subject Matter Expert (SME)
- Mastered customer service protocols and organizational systems to maintain exemplary customer experience standards
- Employed advanced problem-solving abilities to resolve customer service challenges, dedicated to ongoing enhancement
- Surpassed performance benchmarks consistently, contributing to network goals and the company's strategic vision
HMD & CONSULT PROFILE (CUSTOMER SUPPORT)
Amazon Development Center India Pvt. Ltd.
10.2018 - 06.2022
- Acted as a pivotal problem solver for escalated issues across four marketplaces, providing chat support to associates and direct resolution for complex customer concerns
- Served as a critical escalation contact for customer requests, bridging Customer Support with various company sectors to coordinate effective solutions
- Maintained strict adherence to operational processes and policies for high compliance
- Established expertise in all internal customer service resources, guiding the team as the go-to authority
- Facilitated seamless communication between Customer Support Associates and management through an efficient ticketing system
- Managed escalated concession-related issues, ensuring proper authorization and resolution
- Supported team performance enhancement initiatives with a hands-on approach
- Monitored queuing systems to safeguard customer experience standards
- Provided proactive assistance to team members handling challenging customer interactions across phone, chat, and email
- Fostered collaborative communication with Customer Service Managers and peers to balance team workload and boost morale
Education
BACHELOR OF TECHNOLOGY - Mechanical Engineering
Mallareddy College of Engineering And Technology
Hyderabad, India07-2018
INTERMEDIATE - MPC
Resonance Jr. College
Khammam, India06-2014
HIGH SCHOOL DIPLOMA - SSC
St. Joseph's High School
Khammam, India06-2012
Skills
- Microsoft Azure
- Amazon Web Services
- Office Products
- Networking
- Salesforce lightening and DFM
- Billing
- Troubleshooting skills
- Virtualization technologies
- Service delivery
- Handling Escalations
- Relationship building
- Issue and resolution tracking
- Ticketing systems
- Support services
Certification
Microsoft Certified: Azure Fundamentals (AZ-900)
Timeline
Support Engineer (Autodesk)
Swift Staffing Solutions
11.2024 - Current
Microsoft Azure Support Engineer
Swift Staffing Solutions
01.2023 - 10.2024
HMD & CONSULT PROFILE (CUSTOMER SUPPORT)
Amazon Development Center India Pvt. Ltd.
10.2018 - 06.2022
BACHELOR OF TECHNOLOGY - Mechanical Engineering
Mallareddy College of Engineering And Technology
INTERMEDIATE - MPC
Resonance Jr. College
HIGH SCHOOL DIPLOMA - SSC
St. Joseph's High School
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