SURYA TEJA

Experience

• 

  Amazon

  Aug 2017 - Jul 2018

  My work responsibilities included providing Technical Support for Kindle, Echo, and Fire Tablets to customers based out of the USA via telephone calls. My work responsibilities included providing email support to the customers based out of USA, in regards to their issues related to shopping on Amazon.

  • D2 Tech Support Associate

    Feb 2018 - Jul 2018

  • Customer Support Associate

    Aug 2017 - Jan 2018
• 

  IKS Health

  Dec 2018 - Mar 2019

  Revenue Cycle Officer

  My work responsibilities incuded working on pended insurance claims and generate revenue to the providers based out of USA.

• 

  Deloitte India (Offices of the US)

  Aug 2019 - Mar 2022

  I'm responsible for identifying, researching, and resolving the IT issues of the employees and external clients of the company via VoIP Calls, Chats, Emails, and ServiceNow Tickets. My responsibilities also include tracking and monitoring the Databases, Windows Servers, and Active Directories to ensure only the authorized people get access to the respective resources. I'm responsible for identifying, researching, and resolving the IT issues of the employees and external clients of the company via VoIP Calls, Chats, Emails, and ServiceNow Tickets.

  • Associate Technology Support Analyst 2 - Desktop Support Engineer

    Jun 2021 - Mar 2022

  • Associate Technology Support Analyst 1 - Desktop Support Engineer

    Aug 2019 - May 2021
• 

  Twilio

  Apr 2022 - Feb 2023

  Technical Support Engineer 2

  • Partnering with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions• Escalations, working directly with our users and Customer Success teams to solve problems and help them leverage all of Twilio’s platform functionality.• Escalating critical issues to the appropriate internal channel, ensuring timely response, testing and communicating the resolution• Reporting bugs to our Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction• Clearly communicating with customers and other internal teams about issues impacting their service• Effectively verifying that issues have been resolved• Executing internal processes to streamline and scale support• Reviewing internal knowledge bases to stay up to date on industry shifts and standards, and working with the managers to surface customer pain points and assist in process betterment. Show less

• 

  HCLTech

  Feb 2023 - Feb 2024

  Senior Technical Lead

  I work on Twilio Flex and Console features while understanding the CPaaS platform utilizing an AWS back-end. My skills include:- Troubleshooting Email delivery and receipt, chat and text operations, voice, system & transaction logs analysis of Twilio APIs. - Building and updating basic Studio Flows including utilizing TaskRouter.- Communication and analytical skills, being able to interpret a user's description of a problem and determine what is the real issue.- Respond to requests for information or modifications to the system by CompuCom account teams that are supporting our customers.- Suggesting solutions that use existing functionality where possible to keep our instance closer to OOB functionality when possible.- Assisting in troubleshooting issues with the platform, ranging from performance related issues to broken functionality. Show less

• 

  Compucom

  Feb 2024 - now

  Application Engineer

  As an Application Engineer at CompuCom, I specialize in architecting and implementing advanced contact center solutions tailored to the unique needs of our clients. With expertise in building IVR call flows, chatbots, SMS automation, and email routing strategies, I leverage cutting-edge technologies such as Twilio Flex and Studio to enhance customer interactions and streamline operations.In my role, I harness the power of AWS services including DynamoDB, CloudWatch, S3, and Lambda functions to ensure scalability, reliability, and performance of our contact center solutions. Utilizing Bitbucket for code repository management, I maintain version control and adhere to best practices in code management.Proficient in GitHub and Visual Studio Code, I am adept at collaborating with cross-functional teams to deliver high-quality solutions that exceed client expectations. With a passion for innovation and a commitment to excellence, I thrive in fast-paced environments and excel at solving complex technical challenges. Show less