Summary
Overview
Work History
Education
Skills
Certification
Languages
Address
Personal Information
Timeline
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Tiyyala Santhi

Tiyyala Santhi

Scarborough,Canada

Summary

To enhance working capacities, professional skills, business efficiencies and to serve organization in best possible way with sheer determination and commitment as well as obtain professional and financial heights, both for the organization and self, through skill and knowledge and learn from presents as well as establishment also.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Engineer- Cloud & Infra Management

LTI Mindtree Ltd
10.2022 - 12.2023
  • During the span of this project, I am being part of multiple roles as a support engineer and also, as Quality Analyst
  • Providing support to the Microsoft Azure customers in case he or she need assistance, or he or she facing issues with the product.
  • Responsible in assisting the customers with the sign up of various Azure subscriptions and guiding them in creating the resources under Azure platform through the management portal.
  • As an engineer, I am responsible to handle aged cases which were greater than 5 days, assisting engineers on their live cases with possible resolution or next steps in resolving the issue or guidance in engaging other partnering teams for the resolution.
  • As a quality Analyst, My responsibilities have been increased in various aspects like performing RCA’s on closed and escalated cases, reviewing the live cases with engineers, making sure the aligned team do their best in getting the metrics for FDR, FQR AND FWR
  • Also, providing feedback for these metrics misses on their cases at regular intervals to ensure client SLA is in place.
  • Along with these, we are a part of calibration meetings using Microsoft teams to discuss about the DSAT cases received from the customer.

Product Support Engineer

Primus Pvt. Ltd
09.2021 - 10.2022
  • Experience in Azure Cloud Subscription and Billing Project, Geo backend Project
  • Worked on High Resource Utilization Service Tickets in Cloud
  • Worked on Charges Refunds for the Azure Resources like Azure SQL Server, Virtual Machines and Storage Accounts etc
  • Worked on Advisory cases like educating the clients about the Charges and the way to use and deploy the azure resources
  • Worked on Region Outage service tickets, where client will face the unavailability of Servers, in such cases, processed the compensation as per the Service Level Agreement and guidelines
  • Worked on Subscription enablement’s, when the azure subscription disabled due to the non-payment
  • Worked on the Synchronization issues of Azure resources like SQL Server, VM, Storage and App Services etc
  • Proficient in analyzing the resources utilization, which are consumed during the productions
  • Worked on Cloud Service Provider and Enterprise Agreement billing Scenarios
  • Trained new engineers with the subject and process guidelines in order work on the project.

System Engineer

Datacore Technologies Pvt. Ltd
10.2020 - 03.2021
  • Designing and implementing system and tools
  • Troubleshooting issued with company’s system and networks/Messaging
  • Automating tasks for production environments
  • Installing new hardware and software
  • Performing system upgrades
  • Managing back up and recovery
  • Monitoring and Capacity planning for servers
  • Developing system security standards
  • Assessing resources to meet organizational needs
  • Ensure rapid response to any technical issues
  • Implement and maintain the computer systems so they are compliant with the Organization’s guidelines or SOP(Standards Operating Procedure
  • Handled calls between Onsite and Offshore to resolve technical issues
  • Resolving customers issue in timely fashion and gained customer appreciations/feedback and made process changes accordingly to achieve customer satisfaction.

Senior Process Executive

Infosys BPM Limited
10.2016 - 10.2020
  • Enthusiastic and knowledgeable customer service representative with proven track record of exceeding client expectations
  • Fast fingers on keyboard with abilities to work on more than one window
  • Profound knowledge of all chatting modes
  • Quick thinker with ability to multi-task
  • Customer-focused and self-starter
  • Provided accurate and appropriate information in response to customer inquiries
  • Researched, calmed and rapidly resolved client conflicts to prevent loss of business sales
  • Consistently generated additional revenue through skilled sales techniques
  • Excellent interpersonal and communication skills
  • Managed chat flow with uptown 3 consecutive chat queues to improve chat/call flow
  • Addressed customer service inquiries in a timely and accurate fashion
  • Properly directed inbound chats queues to improve chat/call flow
  • Collected customer feedback and made process changes to exceed customer satisfaction goals
  • Demonstrated mastery of customer service call/chat/email scripts within specified time frames
  • Build customer loyalty by placing follow up calls/sending reminder emails for customers who reported product issues
  • Achieved proper compliance and accurate executive level reporting
  • Flexible and adaptive to changing technologies and work environment.

Education

B.Tech - Computer Science Engineering

Kaushik College of Engineering & Technology
Visakhapatnam
05.2015

Skills

  • Microsoft Azure Cloud Services
  • Customer Service
  • Work Force Management
  • Quality Analysis Team
  • Team Management
  • People Management
  • Customer Support Management
  • Learning and Development
  • Training Management
  • Process Recruitments

Certification

  • Microsoft Azure - Cloud Services
  • Six Sigma Green Belt Certification

Languages

English
Telugu

Address

Unit 1302, 185 Bonis Avenue, Scarborough, Toronto, M1T0A4, Flat 401, N.H Heights, beside Dakshin Gardens, Vinayaka Nagar Manikonda puppalaguda, Telangana, 500089

Personal Information

  • Date of Birth: 09/11/93
  • Marital Status: Married

Timeline

Engineer- Cloud & Infra Management

LTI Mindtree Ltd
10.2022 - 12.2023

Product Support Engineer

Primus Pvt. Ltd
09.2021 - 10.2022

System Engineer

Datacore Technologies Pvt. Ltd
10.2020 - 03.2021

Senior Process Executive

Infosys BPM Limited
10.2016 - 10.2020

B.Tech - Computer Science Engineering

Kaushik College of Engineering & Technology

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Tiyyala Santhi