Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
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Alphin Sebastian

North York,Canada

Summary

Technical Support Specialist with 8+ years of experience supporting platforms like OpenText Documentum, iOS, and Wells Fargo applications. Resolved 90% of escalated technical issues, and diagnosed major system crashes while mentoring junior team members. Holds certifications in Azure Fundamentals, Documentum Business Administration, and KCS. Adept in troubleshooting Windows, Linux, and Cloud environments, scripting, database management, and ITIL best practices. Dedicated to delivering outstanding support, increasing system reliability, and driving service improvements.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Sr. Technical Support Specialist

OpenText
Richmond Hill, ON
06.2021 - Current
  • Administered on-premises and cloud-based Documentum applications, resolving 95% of Level 2/3 tickets within SLA.
  • Support applications, including DA, Webtop, CTS, Records Manager, Retention Policy Services, and OTDS.
  • Acted as the team's go-to expert for complex integrations, resolving 90% of escalations with zero negative customer feedback.
  • Authored and updated over 100 technical knowledge articles, achieving a 95% peer review accuracy rate.
  • Reduced average escalation resolution time by 48 hours through proactive coordination with development teams.
  • Deployed containers using Kubernetes, achieving 99.99% uptime for production applications.
  • Established weekend on-call protocols to address critical system crashes, improving system reliability significantly.
  • Trained three new hires on SLA adherence and escalation management, improving team SLA compliance by 15%.

Technical Support Representative

Kelly Connect
Richmond Hill, ON
02.2021 - 06.2021
  • Diagnosed and resolved 30+ customer issues daily for iOS devices, achieving a 95% customer satisfaction rate.
  • Improved first-call resolution rates by 10% by documenting 90% of AppleCare customer inquiries.
  • Leveraged diagnostic tools to maintain an average issue resolution time of under 15 minutes.
  • Recognized for conflict resolution skills, de-escalating challenging customer interactions in 90% of cases.
  • Identified root causes using detailed probing and troubleshooting techniques.
  • Delivered courteous and professional support across email, live chat, and phone.

Customer Support

Bill Gosling Outsourcing
Newmarket, ON
05.2020 - 02.2021
  • Handled 50+ daily customer interactions, boosting customer satisfaction scores to 90%.
  • Educated customers on products and services, reducing repeat inquiries by 40%.
  • Customized repayment schedules to retain 90% of at-risk accounts.
  • Achieved a 99% data entry accuracy rate while maintaining customer records.
  • Assisted customers with billing inquiries, payment requests, and account management.
  • Collaborated across departments to enhance the customer experience.

Project Engineer

Wipro Technologies Pvt. Ltd.
Kochi, India
06.2015 - 03.2020
  • Supported Wells Fargo’s online banking systems via phone, email, and ClearQuest.
  • Spearheaded log file analysis initiatives, helping to resolve the top three causes of application crashes.
  • Mentored five junior team members on advanced troubleshooting methodologies.
  • Collaborated with QA and development teams for bug fixes and system improvements.
  • Supported online banking and cash flow applications.
  • Authored knowledge documents for team-wide sharing on SharePoint.
  • Provided 24/7 rotational support, including weekend on-call shifts.

Education

Master of Science - Work Integrated Learning Programme

Birla Institute of Technology And Science (BITS)
Pilani, Rajasthan, India
11-2019

Bachelor of Science - Computer Applications

Mahatma Gandhi University
Kottayam, India
03-2015

Skills

Platforms: Rancher, Kubernetes, AWS, Azure, Helm Charts, and GitHub

Databases: Microsoft SQL Server, Oracle 19c

Operating Systems: Windows Server, Red Hat Linux, Windows 10/11

Networking: Active Directory, DNS, DHCP, LDAP, SSL, SFTP, TCP/IP

Tools: ServiceNow, JIRA, ClearQuest, ITSM, Pac2000

Scripting Languages: Shell Scripting, Batch Scripting

Monitoring and Debugging: Splunk, Nagios, Fiddler, VMware

Web Services: SOAP, REST APIs

Certification

  • Microsoft Certified: Azure Fundamentals
  • Documentum Business Administrator Certified
  • Knowledge Centered Service (KCS) Certified
  • Jira Fundamentals Badge

Additional Information

35+ wpm, Strong understanding of ITIL processes and QA testing methodologies (Unit, Regression, Smoke, UAT Testing)

Timeline

Sr. Technical Support Specialist

OpenText
06.2021 - Current

Technical Support Representative

Kelly Connect
02.2021 - 06.2021

Customer Support

Bill Gosling Outsourcing
05.2020 - 02.2021

Project Engineer

Wipro Technologies Pvt. Ltd.
06.2015 - 03.2020

Master of Science - Work Integrated Learning Programme

Birla Institute of Technology And Science (BITS)

Bachelor of Science - Computer Applications

Mahatma Gandhi University

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Alphin Sebastian