N A Y A N T H A R A P R A K A S H
Thodupuzha
Summary
I am a B.Tech graduate, specialized in Computer Science and Engineering, with over 3 years of experience in technical product support and the advertising industry. I consistently maintain a high standard of professionalism and tolerance to maximize client satisfaction. Additionally, I possess a firm understanding of advertising platforms and strategies. Furthermore, I am skilled in team management.
Overview
3
3
years of professional experience
Work History
Senior Analyst, Product Support
Aceolution India Private Limited
03.2023 - Current
- Experienced Xandr(Microsoft Ad server) Product Support Agent proficient in handling both advertiser and publisher cases.
- I have been promoted to collaborate closely with Xandr's external clients, managing cases and providing task-based ticket support.
- I have provided comprehensive training to new team members, imparting detailed knowledge of processes and tools such as DBeaver, Postman, and MobaXterm.
- Proficient in providing technical support and troubleshooting assistance to clients using Xandr's advertising and monetization platform
- Knowledgeable in the digital advertising industry, including programmatic advertising, ad serving, and ad monetization strategies
- Proven track record of delivering exceptional customer service, ensuring client satisfaction, and maintaining strong client relationships
- Proficient in utilizing Xandr's tools, systems, and resources to efficiently resolve client issues and optimize platform performance.
Analyst, Product Support
Rayden Interactive
02.2022 - 11.2022
- Worked as an Analyst with the Phreesia healthcare software to support medical professionals to achieve their operational, financial, and clinical goals
- Provided efficient and timely support to ensure the smooth running of the process
- Dealt with Integration-related issues such as Document import/export issues between the Phreesia software and EMR/EHR
- Worked collaboratively with Nextgen professionals to ensure productivity and efficiency
- Served as a liaison between the Medical practice users and Nextgen professionals
- Resolved 25+ cases in a week and handled 15+ client calls/day
Associate IT Help Desk
Sutherland Global Services
10.2020 - 01.2022
- Answered and resolved customer inquiries relating to McAfee software
- Handled 20 customer interactions per day
- Ensuring customer satisfaction by giving detailed, polite, and friendly service
- Provided basic support to the customers to run various McAfee tools on their computers
- Resolved issues efficiently by taking remote access to the customer's device
- Consistently met performance benchmarks in all areas
- Calmed angry callers and created trust in them
- Maximized customer satisfaction by strategically managing calls
- Made a follow-up for all the unresolved cases that I handled
- Worked as a call-back agent to resolve chat-disconnected cases.
Education
BACHELOR OF TECHNOLOGY (B-TECH) - COMPUTER SCIENCE AND ENGINEERING
St. Joseph College of Engineering and Technology
Palai, Kerala05.2020
12TH - BIOLOGY
St. Augustine’s Higher Secondary School
Karimkunnam, Kerala05.2016
10TH -
Jai Rani Public School
Thodupuzha, Kerala05.2014
Skills
- Basics of SQL and HTML: Proficient in fundamental concepts of SQL and HTML
- JSON: Familiar with JavaScript Object Notation (JSON) for data interchange
- Postman: Skilled in using Postman for API development and testing
- DBeaver: Experienced in utilizing DBeaver for database management and SQL queries
- MobaXterm: Proficient in using MobaXterm for remote computing and SSH connections
- JIRA: Proficient in using JIRA for project management and issue tracking
- Salesforce Digital Console: Competent in utilizing Salesforce's digital console for customer relationship management
- OEC by Oracle Technical Documentation Confluence: Experienced in navigating and utilizing Oracle's OEC technical documentation platform in Confluence
- Incident Management Adaptability: Able to adapt and effectively manage incidents in various work environments
Timeline
Senior Analyst, Product Support
Aceolution India Private Limited
03.2023 - Current
Analyst, Product Support
Rayden Interactive
02.2022 - 11.2022
Associate IT Help Desk
Sutherland Global Services
10.2020 - 01.2022
BACHELOR OF TECHNOLOGY (B-TECH) - COMPUTER SCIENCE AND ENGINEERING
St. Joseph College of Engineering and Technology
12TH - BIOLOGY
St. Augustine’s Higher Secondary School
10TH -
Jai Rani Public School
Similar Profiles
Sandhiya SoundararajanSandhiya Soundararajan
Customer Support Analyst & SME at Aceolution India Pvt LtdCustomer Support Analyst & SME at Aceolution India Pvt Ltd
Vasuda KrishnamurthyVasuda Krishnamurthy
Financial Analyst at EMC SOFTWARE AND SERVICES INDIA PRIVATE LIMITED/Dell, Technologies India Private LimitedFinancial Analyst at EMC SOFTWARE AND SERVICES INDIA PRIVATE LIMITED/Dell, Technologies India Private Limited
Saurabh Kumar SinghSaurabh Kumar Singh
Sr. Solution Specialist at Noventiq Services India Private Limited(Former Softline Services India Private Limited)Sr. Solution Specialist at Noventiq Services India Private Limited(Former Softline Services India Private Limited)
Ajayakumar T KAjayakumar T K
Senior Divisional Manager at Oriental Insurance Co. Ltd.Senior Divisional Manager at Oriental Insurance Co. Ltd.
MANU C RMANU C R
TGT HINDI at DE PAUL PUBLIC SCHOOLTGT HINDI at DE PAUL PUBLIC SCHOOL