Pranav Venkatesh Pallam
Toronto,ON
Summary
I believe that technology should enrich lives and empower individuals. As a dedicated lead Technical Specialist, I bring a unique blend of technical expertise and a customer-centric approach to drive exceptional experiences for the user. With an unwavering commitment to quality and a hunger for continuous learning, I am poised to contribute to revolutionizing how we interact with technology.
Overview
14
14
years of professional experience
Work History
Lead Technical Specialist
RYSE
01.2019 - Current
- Collaborated seamlessly with highly skilled technicians, providing unparalleled technical support and maintenance services for a wide array of RYSE products.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Advised management, business and technical staff on specific domains or technology solutions.
- Collaborated closely with cross-functional teams to develop customized solutions tailored to client needs, resulting in exceptional customer experiences.
- Employed advanced troubleshooting techniques to swiftly diagnose and resolve complex technical issues, ensuring seamless operations for our customers.
- Including hardware, firmware and software-related issues.
- Conducted thorough technical reviews, identifying areas for improvement and implementing appropriate enhancements.
- Provided and built out complex training documentation to benefit both new and existing employees.
- Created comprehensive documentation of maintenance procedures, troubleshooting steps, and system configurations to facilitate knowledge sharing and future reference.
- Modified customer service support system to reduce complaints by 8% and improved CSAT by 15%.
- Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
- Provided educational expertise and mentoring to junior team members.
- Championed innovative solutions that empowered customers to optimize their product or service use effectively.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Mentored junior team members, fostering professional growth through knowledge sharing and skill development opportunities, promoting productivity and commitment to friendly service.
- Managed portfolio of key accounts, maintaining strong relationships and ensuring high satisfaction levels.
- Played an instrumental role in client satisfaction by working with operational teams to resolve service issues properly.
TECHNICAL SUPPORT LEVEL - II
Teleperformance
06.2018 - 09.2018
- Joined as a Level 1 technical support and was promoted to Level 2 in 1 month.
- Provided support to customers on Advanced networking devices - NAS & SAN's
- Log reading to identify exact failure in a server rack for company clients
- Troubleshooting issues in external storage devices and network connectivity to servers
- Provided support for both MAC and Windows PC's on various issues ranging from networking to general
- Helped in setting up Backup plans for NAS devices and in configuring RAID's and troubleshooting them.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Developed and implemented preventive maintenance procedures.
- Performed root cause analysis of reported issues to enact corrections.
Technical Support Analyst
IBM
08.2016 - 02.2017
- Provided remote infrastructure support delivery to IBM Internal End Users and External Commercial Account End Users across North America, EMEA & AP
- Diagnosed and troubleshot hardware, software and network issues.
- Effectively performed problem-cause analysis and resolved routine customer problems
- Successfully implemented Opportunity & Implement Process Improvements
- Proficient in network connectivity troubleshooting, TCP/IP, Dial-up, Token Ring, Ethernet, LAN/WAN.
- Configured hardware, devices, and software to set up work stations for employees.
Risk Analyst
Amazon
04.2015 - 04.2016
- Successfully worked on Jupiter - a native Application for Amazon to identify potential risks involved in online transactions
- Effectively neutralized threats within TAT
- Identified and took quick crucial decisions to mitigate problems based on evidences.
Associate Corporate Trainer - Part Time
Synergy Training Solutions
04.2010 - 08.2015
- Successfully facilitated and conducted Business Quiz, Stress Interviews and Outbound training at B-schools and for corporate companies
- Efficiently coordinated for managing and ensuring smooth running of training programs.
System Administrator
Apponix Technologies
07.2013 - 11.2014
- Efficiently handled all tasks related to system administration and active directories
- Actively worked on windows server and domains
- Competently managed the domain to help maintain users associated with the domain.
Intern - App Developer
Knowledgefaber, Cunningham Road, Bangalore
07.2012 - 11.2012
- Coordinated and tested app 'ubicabs' built for android and ios platforms
- Successfully built and edited webpage to suit targeted audience
- To ensure easy booking and a hassle-free process.
Education
MCSC(Microsoft Certified Systems Associate), Computer/Information Technology Administration and Management -
Apponix Technologies Pvt Ltd
01.2014
Microsoft Certified Professional, Computer/Information Technology Administration and Management -
Apponix Technologies Pvt Ltd
01.2014
VMware and Vcenter, Computer Systems Networking and Telecommunications -
Apponix Technologies Pvt Ltd
01.2014
Bachelor's in Computer Applications, Computer Technology/Computer Systems Technology -
KLE Society for Education
01.2011
Specialized course in Astrobiology and Astrochemistry -
MP Birla Institute of Fundamental Research
01.2009
PCME - Physics, Chemistry, Math, & Electronics., Physics, Chemistry, Math, & Electronics. -
Sri Bhagawan Mahaveer Jain College
01.2009
SSLC(Secondary School Leaving Certificate), High School/Secondary Diplomas and Certificates -
St Ann's High School
01.2006
Higher Secondary Education, Physical Sciences -
National Public School
01.2004
Skills
- MCSE
- VMware
- Technical Documentation and Reporting
- Networking
- Technical Support
- Network Administration
- System Administration
- Technical Analysis
- Customer Relationship Management (CRM)
- Performance Optimization
- Strong leadership abilities
- Customer Retention
Websites
Languages
English
Native or Bilingual
Hindi
Professional Working
German
Limited Working
Tamil
Professional Working
Telugu
Professional Working
Basketball, Muay Thai, Dota
I enjoy Basketball not only because I love the game and the way it makes me feel but it teaches me the importance of being able to work in a team and communicating with people in an effective and effecient manner. Martial arts teaches me discipline and being able to work through metal obstacles. And Dota because I enjoy video games and I have been playing this game since it was just a custom map so I am deeply attached to it.
Timeline
Lead Technical Specialist
RYSE
01.2019 - Current
TECHNICAL SUPPORT LEVEL - II
Teleperformance
06.2018 - 09.2018
Technical Support Analyst
IBM
08.2016 - 02.2017
Risk Analyst
Amazon
04.2015 - 04.2016
System Administrator
Apponix Technologies
07.2013 - 11.2014
Intern - App Developer
Knowledgefaber, Cunningham Road, Bangalore
07.2012 - 11.2012
Associate Corporate Trainer - Part Time
Synergy Training Solutions
04.2010 - 08.2015
MCSC(Microsoft Certified Systems Associate), Computer/Information Technology Administration and Management -
Apponix Technologies Pvt Ltd
Microsoft Certified Professional, Computer/Information Technology Administration and Management -
Apponix Technologies Pvt Ltd
VMware and Vcenter, Computer Systems Networking and Telecommunications -
Apponix Technologies Pvt Ltd
Bachelor's in Computer Applications, Computer Technology/Computer Systems Technology -
KLE Society for Education
Specialized course in Astrobiology and Astrochemistry -
MP Birla Institute of Fundamental Research
PCME - Physics, Chemistry, Math, & Electronics., Physics, Chemistry, Math, & Electronics. -
Sri Bhagawan Mahaveer Jain College
SSLC(Secondary School Leaving Certificate), High School/Secondary Diplomas and Certificates -
St Ann's High School
Higher Secondary Education, Physical Sciences -
National Public School
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