About
Highly experienced Technical Support Specialist with over 12 years of expertise in enterprise software environments, specializing in L2/L3 issue resolution, API integration, and SaaS platforms. Proven ability to reduce incident volume by 30%, achieve 98%+ SLA compliance across 1,000+ annual tickets, and lead cross-functional teams. Adept at root cause analysis, data integration, and client-facing communication, consistently driving customer satisfaction and operational efficiency in multi-lingual support contexts.
Work
Germany, Germany
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Summary
Technical Support Specialist at Accenture, leading a 6-member team and providing L2/L3 support for PROS Pricing & CPQ tools to ensure high SLA compliance and optimal system performance.
Highlights
Led a 6-member technical support team, overseeing performance metrics and managing escalations to ensure high-quality service delivery and issue prevention.
Maintained SLA compliance above 98% across 1,000+ annual tickets by optimizing support processes and proactive issue resolution strategies.
Reduced repeat incident volume by 30% through proactive ticket analysis, comprehensive documentation, and strategic expansion of the knowledge base (Confluence).
Validated and successfully deployed over 25 application fixes with zero post-deployment escalations, ensuring system stability and seamless updates.
Investigated complex data anomalies and provided critical integration support using PHPMyAdmin, SQL, and API tools, resolving key system issues.
Germany, Germany
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Summary
Application Support Lead at Tech Mahindra, delivering L2/L3 support for Smart Pricing systems and managing critical deployments and upgrades.
Highlights
Delivered comprehensive L2/L3 support for Smart Pricing systems, overseeing successful deployments and upgrades to enhance system performance and reliability.
Configured and rigorously tested complex data loads utilizing Oracle APEX and OWB, ensuring robust data integrity and optimal system functionality.
Handled integration monitoring, conducted in-depth log analysis, and performed proactive system health checks to identify and resolve potential issues.
Collaborated effectively with vendor (PROS) to resolve complex platform issues, significantly improving system stability and aligning solutions with evolving business needs.
India, India
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Summary
Data Migration Engineer at Tech Mahindra, responsible for ETL processing, comprehensive data validation, and technical documentation for PeopleSoft CRM.
Highlights
Developed and executed efficient PL/SQL scripts for ETL processing within PeopleSoft CRM, ensuring accurate and timely data transfers.
Supported the full data validation lifecycle, from initial mapping to post-load reconciliation and user signoff, ensuring data integrity across all stages.
Produced detailed technical documentation and actively supported QA testing cycles, contributing to robust and reliable data migration processes.
Supported over 15 successful client API integrations with platforms like Salesforce and SAP, ensuring seamless data flow and system interoperability.
Languages
English
German
French
Skills
Technical Support & Operations
Technical Support (L2/L3), Root Cause Analysis, Issue Tracking, Escalation Handling, Monitoring & Troubleshooting, Log Analysis, Email Alerts, Job Scheduling, Functional Testing, Release Validation.
API & Integration
API Integration Support, Configuration Management, REST/SOAP APIs, (S)FTP, Web Services, Data Integration.
Databases & ETL
SQL, PL/SQL, Oracle, MSSQL, PHPMyAdmin, ETL Processing, Data Validation.
Tools & Platforms
Jira, ServiceNow, Salesforce, Azure DevOps, GrayLog, Confluence, MS Office (Excel, Word, PowerPoint), Oracle APEX, Oracle Warehouse Builder (OWB), PeopleSoft CRM, PROS Pricing & CPQ.
Soft Skills & Communication
Client-Facing Communication, Cross-functional Team Leadership, Customer-Centric Mindset, Problem-Solving, Analytical Thinking, Technical Adaptability, Proactive Troubleshooting, Knowledge Base Documentation, User Guides, Technical Documentation.
Interests
Music
Regional music.
Sports
Playing cricket.
Technology
Exploring tech tools, Process automation.