Saiteja Para
Toronto,Canada
Summary
Technical Support Specialist with experience delivering high-volume support and troubleshooting complex software and system issues. Proficient in Salesforce, JIRA, Splunk, and Grafana, with hands-on experience managing tickets, resolving incidents, and performing root cause analysis. Strong in multi-channel support (chat, email, ticketing) with a focus on SLA adherence and customer satisfaction. Experienced in supporting 24/7 operations, including on-call, weekend, and night shifts.
Overview
8
8
years of professional experience
Work History
Technical Support Specialist
Behavox
Toronto, ON
06.2025 - 03.2026
- Delivered first-line technical support by troubleshooting software and system-related issues for internal and external users in a fast-paced environment
- Managed high-volume support tickets in JIRA, ensuring accurate documentation, timely follow-ups, and proper escalation of complex issues
- Utilized Grafana to monitor system performance, analyze metrics, and assist in diagnosing incidents, contributing to faster issue resolution
- Coordinated with cross-functional teams and engineering to escalate and resolve critical technical issues efficiently
- Maintained adherence to SLA and KPI targets, ensuring timely response and resolution of support requests
- Provided support through multiple channels including ticketing systems, chat, and email, ensuring clear communication and high customer satisfaction
- Documented troubleshooting steps and solutions to contribute to internal knowledge base and process improvements
- Supported 24/7 operations, including participation in on-call rotations, weekend, and night shifts
Technical Support Specialist
Points International
Toronto, ON
08.2022 - 06.2025
- Conducted detailed investigations into production issues, identifying root causes and delivering both temporary and permanent solutions to internal and external stakeholders
- Triaged and prioritized incoming cases from internal teams and external partners, ensuring timely resolution and adherence to SLA requirements
- Delivered training and coaching to internal teams and partner organizations on processes, tools, and best practices to improve operational efficiency
- Recommended and contributed to enhancements of internal knowledge bases to improve troubleshooting efficiency and support consistency
- Built and maintained strong relationships with partners and internal teams, serving as a Subject Matter Expert (SME) for processes and issue resolution
- Analyzed trends impacting customer experience, revenue, and partner relations, and proposed process improvements to enhance service delivery
- Collaborated with cross-functional teams to troubleshoot complex issues and improve overall user experience
Implementation Specialist
Avaya
Toronto, ON
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
Windsor, ON
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
Chennai, India
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
Windsor, Canada10-2020
Bachelor of Science - Electronics and Instrumentation Engineering
SRM University
Chennai, India05-2017
Skills
- Advanced Excel Skills
- Strong Communication Skills
- SQL concepts and coding
- Splunk
- Grafana
- Working under minimal supervision
- Technical troubleshooting
- Incident management
- Salesforce
- JIRA
- Slack
- Ticket support system management
- Customer support
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Timeline
Technical Support Specialist
Behavox
06.2025 - 03.2026
Technical Support Specialist
Points International
08.2022 - 06.2025
Implementation Specialist
Avaya
03.2021 - 07.2022
Customer Support Representative
Transcom
02.2020 - 03.2021
Associate Software Engineer
Accenture
02.2018 - 04.2019
Bachelor of Science - Electronics and Instrumentation Engineering
SRM University
Master's Degree - Computer Engineering
University of Windsor