Supriya Gowthami K.N.

Experience

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  Infosys

  Jan 2014 - May 2014

  Process Executive

  Supported internal sales team by executing order management processes, record and track incoming cases, demonstrating ability to provide sales or recommendations for services that may better suit customers’ needs.Tracked and processed all customer orders, assigning payments and handling billingHandled customer payment issues, offering troubleshooting and resolution to users through both Web-based and telephone channels.

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  HP

  Jun 2014 - May 2015

  Technical Support Specialist

  Performed first- and second-level network administration duties on enterprise-level system, including password management, access control and permission assignment. Understood the company's and infrastructure, including high-speed internet technologies and VPN, supported client access to remote computers via Remote Desktop Protocol (RDP) and Virtual Machine Remote Access (VMRA), performed basic to moderate problem analysis in a PC environment.Resolved a variety of issues pertaining to technical support, including remote access, VPN, Citrix, email, and network access, maintaining functionality and performance in a pre-defined environment. Created new user accounts, including companywide security and access to proprietary software through Active Directory and Exchange.Demonstrated ability to document and solve issues for customers, creating clear instructions for resolution and maintaining accurate documentation of use cases across multiple platforms. Show less

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  Citrix

  Mar 2015 - Jun 2020

  Support Specialist

  As support engineer, I planned, managed, and supported a team of support specialists to provide high quality and relevant support services to customers globally. I was responsible for troubleshooting and resolving issues related to configuration and installation of the Citrix Products and Applications. I maintained customer accounts by using Salesforce.com, a cloud-based customer relationship management (CRM) system, to register new users and monitor their logins via Remote Desktop Connection.I assisted in managing Citrix Cloud account changes, including account modification, permission setting, and multi-factor authentication enrollment. Show less

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  Upwork

  Feb 2022 - Aug 2022

  Technical Support Engineer
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  Omio

  Feb 2023 - now

  Product Analyst Engineer

  In this role, the primary objectives are to ensure timely responses to requests from providers, B2B partners, and other stakeholders, and to deliver high-quality services in accordance with agreed Service Level Agreements (SLAs). This involves providing guidance to users, potentially through tutoring, as well as identifying and analyzing integration issues using logs and communication files like XML and JSON, and effectively describing, classifying, and reporting them to internal teams or external providers. Monitoring Provider's Integration Performance. Actively following up on reported issues, engaging in discussions for solutions, providing detailed updates, and ensuring prompt resolution while maintaining consistent communication with the reporter. Furthermore, the responsibilities encompass generating and maintaining reports, assisting internal teams with common queries and tasks, and updating documentation to ensure the knowledge base remains current. Show less