Saiteja Para
Toronto,Canada
Summary
Professional technical support professional with strong track record in troubleshooting, problem-solving, and delivering exceptional customer service. Adept at collaborating with teams to achieve optimal results and adapt to changing demands. Skilled in software and hardware diagnostics, network configuration, and user training. Known for reliability, effective communication, and proactive approach to resolving issues.
Overview
7
7
years of professional experience
Work History
Technical Support Specialist
Points International
08.2022 - 10.2024
- Performing and communicating detailed investigations into the causes of production issues to determine temporary and permanent solutions to both internal and external stakeholders with quality resolutions
- Triaging incoming cases from external and internal partners
- Coaching and training internally as well as Points loyalty partners on procedures and best practices
- Making recommendations to update and build internal knowledge bases
- Building and maintaining a successful business relationship with Points partners and teams by being the Subject Matter Expert
- Tracking and identifying trends that are having a negative impact on customer experience, revenue or partner relations and recommending solutions or process updates to improve service delivery
Implementation Specialist
Avaya
03.2021 - 07.2022
- Performed controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate
- Configured system per client requirements
- Partnered with key stakeholders to schedule packaging and release new applications in a timely manner reduce change execution times by planning implementations with parallel work streams
- Provided effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
- Interacted with clients to provide quality service/solutions consistent with objectives and client requirements
- Consulted with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology trends and processes related to own area
Customer Support Representative
Transcom
02.2020 - 03.2021
- Answered phone and responded to customer requests
- Provided customer with product and service information
- Identified, researched and resolved technical customer issues as trained
- Diagnosed, troubleshot and resolved basic to advance technical concerns
- Documented customer notes, reports and logs
- Met client's contractual goals and metric with regards to providing the customer excellent service
- Other duties as assigned by management
Associate Software Engineer
Accenture
02.2018 - 04.2019
- Provided support for miscellaneous activities given by the supervisor
- Developed well-organized training materials for end-users, enabling seamless adoption of new software features.
- Participated in sprint planning sessions by estimating task complexity and prioritizing work items.
- Gathered requirements and performed gap analysis through design workshops with users.
- Built databases and table structures for web applications.
- Collaborated with cross-functional teams to develop, test, and deploy high-quality software solutions for clients.
Education
Master's Degree - Computer Engineering
University of Windsor
10.2020
Bachelor of Science - Electronics and Instrumentation Engineering
SRM University
05.2017
Skills
- Advanced Excel Skills
- Strong Communication Skills
- SQL concepts and coding
- Splunk
- OOPs Concepts
- Working under minimal supervision
- Salesforce
- CSS and HTML
- Linux and Windows concepts
- Problem Solving
- SDLC and Agile methodology
- Python
Websites
Languages
English
Full Professional
Hindi
Native or Bilingual
Timeline
Technical Support Specialist
Points International
08.2022 - 10.2024
Implementation Specialist
Avaya
03.2021 - 07.2022
Customer Support Representative
Transcom
02.2020 - 03.2021
Associate Software Engineer
Accenture
02.2018 - 04.2019
Master's Degree - Computer Engineering
University of Windsor
Bachelor of Science - Electronics and Instrumentation Engineering
SRM University
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