Summary
Overview
Work History
Education
Skills
Certification
Timeline
OperationsManager

Chandra Sekhar Challa

Application Support Specialist
Hyderabad

Summary

Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics. Experienced Application Support Specialist with over 8+ years of experience in Support. Excellent reputation for resolving problems and improving customer satisfaction.

Overview

2
2
Certificates
3
3
years of post-secondary education
8
8
years of professional experience

Work History

Application Support Executive

Syft Corp. (Formerly Management Health Solutions India Pvt. Ltd)
2017-03 - Current
  • Assisting customers on their queries that are logged through salesforce.
  • Ensuring that the application connects to the DB’s and fetches the required data.
  • Creating and providing help documents to customers.
  • Co-ordinating with the Client’s IT and ERP teams for the creation of databases for the installation of application.
  • Scheduling meeting with client to discuss on the requested enhancements and ensuring that it is properly communicated to the developers.
  • Assisting customers during migration of their DB’s from old servers to new servers.
  • Setting up Tech-Calls to explain the requirements for the server in case the client wishes to upgrade their existing environments.
  • Analyzing the LOG files to find the issues and solving them.
  • Scheduling downtime and upgrading the application on the client server during non-production hours.
  • Communicating with developers for patches and fixes for the requirements of the clients.
  • Providing timelines to the clients and ensuring that they are met by coordinating with the development team.
  • Following up with the clients to after the Patches and Hot-Fixes are given.
  • Provide assistance to customers, consultants, and partners on the usage of the application products through our customer support portal, email, chat, and phone.
  • Advise clients on configuration options based on best practices
  • Triage newly reported problems, assign proper severity and work to identify a resolution.
  • Troubleshoot issues through reproducing the problem and determine the resolution.
  • Update the ticket tracking system to provide the accurate and current status of support issues Identify case trends and report to services and development.
  • Maintain proactive communication upward and across client contacts.
  • Create Knowledge base articles regularly to expand self-help tools for customers and internally
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Executed various techniques, including DEBUG LOG management and to maintain servers and systems, keeping networks fully operational during peak periods.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.

Product Support Executive

HANA Software Solutions India Pvt. Ltd
2017-01 - 2017-03

Assisting clients with the usage of the Application.

Training new Clients on the usage.

Assisting clients via phone and email on daily basis

Application Support Engineer

Conrep Solutions India Pvt. Ltd
2015-01 - 2016-05
  • Trained new joiners at the client location on the usage.
  • Assisting clients with the usage and configuration of the ATS Application.
  • The Suite includes ATS, Recruitment, HRMS and Marketing.
  • Implemented SaaS model end to end ERP Suite and worked as a single point of contact for several clients across USA.
  • Resolved product design, acquisition and launch concerns to achieve customer's targeted business goals.
  • Addressed technical issues and guided end users through resolution.
  • Communicated with clients to define business objectives and present individualized solutions.
  • Educated and trained [Number] employees on new technologies through presentations and individual support.

Technical Support Executive

Sutherland India Pvt Ltd
2013-12 - 2015-01

Customer support:

  • Assisting customers by answering their queries on how-to-use their computer in terms of operating system and applications.
  • Recognizing a need for the replacement of their computer hardware and replacing the unit if required.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from SME.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Assisted customers with product selection based on stated needs, proposed use and budget.

B2B Support:

  • Assisting Clients with Full support on hardware and software issues.
  • Recognizing a need for the replacement of their computer hardware and replacing the component it if required.
  • Configured hardware, devices and software to set up work stations for employees.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to OEM applications.

Customer Support Executive

SITEL India Pvt Ltd.
2013-01 - 2013-12
  • Explain and support customers on Internet related issues.
  • Initial setup & troubleshooting of the internet service, wireless networks and on routers.
  • Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.

Debt Collection Agent

iQor India Services Pvt Ltd.
2012-02 - 2013-01
  • Making outbound calls as a debt collector of Credit cards and telephone bills which are in the last stage of recovery.

Education

B.COM - Computers

Andhra University
2007-04 - 2010-03

Skills

Computer hardware

Client Support

Mac systems

Technical documents comprehension

Customer service expert

Application support

Technical issues analysis

Problem resolution

Relationship development

Certification

Certified in Hardware and Networking from IGIAT, Visakhapatnam
2011-04
CCNA completed but not certified.
2011-07

Timeline

Application Support Executive

Syft Corp. (Formerly Management Health Solutions India Pvt. Ltd)
2017-03 - Current

Product Support Executive

HANA Software Solutions India Pvt. Ltd
2017-01 - 2017-03

Application Support Engineer

Conrep Solutions India Pvt. Ltd
2015-01 - 2016-05

Technical Support Executive

Sutherland India Pvt Ltd
2013-12 - 2015-01

Customer Support Executive

SITEL India Pvt Ltd.
2013-01 - 2013-12

Debt Collection Agent

iQor India Services Pvt Ltd.
2012-02 - 2013-01
CCNA completed but not certified.
2011-07
Certified in Hardware and Networking from IGIAT, Visakhapatnam
2011-04

B.COM - Computers

Andhra University
2007-04 - 2010-03
Chandra Sekhar ChallaApplication Support Specialist