Garunya Narendran

CRM

Issue Tracking

API Testing

File Management

Log Management

Virtualization

Scripting

Database Management

Cloud

Programming Languages

Frameworks

DevOps

• Currently managing a diverse team of 7 support professionals across various levels, demonstrating leadership and ability to oversee a range of support functions.
• Set KPI parameters for analysts to follow and improve SLA performance.
• Conduct regular quality reviews on completed support cases.
• Conduct regular one-on-one monthly meetings for each analyst.
• Conducted trainings for operations team - CSMs, Support analysts, and OAs.
• Served as the first level of escalation contact for FourKites application issues, preventing further escalations.
• Conducted offline and online technical interviews.
• Monitored KPIs and prepared regular reports on team performance.
• Built web-based/command-based support tools for support analysts, enhancing efficiency.
• Spearheaded multiple high-impact projects, demonstrating strong leadership and technical expertise.

• Deployed Lakeside Product in test environments, connecting databases for proof of concept testing.
• Provided crucial technical support to Customer Success Managers and Sales teams, addressing complex queries.
• Utilized advanced Microsoft diagnostic tools like ProcMon and Process Explorer to identify antivirus software conflicts and resolve software integration issues.
• Conducted product demonstrations during customer calls, addressing technical implementation questions and facilitating deployments.
• Troubleshot dataflow issues and analyzed background SQL queries to optimize product performance.
• Tested product agent interactions with various Windows Software/APIs to ensure compatibility and rule out conflicts.
• Assisted customers throughout the product lifecycle, from initial installation and deployment to integration and ongoing support.

• Handled support tickets for enterprise customers via calls and emails for the FourKites application, demonstrating expertise in customer service and problem-solving.
• Served as exclusive support for a top-paying customer, ensuring high-quality, personalized assistance.
• Collaborated cross-functionally with product and engineering teams to forward customer requests, provide feedback, and suggest improvements to existing features.
• Wrote small bash scripts to automate data collection for efficient troubleshooting of issues.
• Developed custom SQL queries for Customer Success Managers and customers to address specific data needs.
• Worked closely with engineering to understand and explain ELD integration to carriers, bridging technical knowledge gaps.
• Actively participated in onboarding by shadowing and training new hires, contributing to team growth and knowledge transfer.
• Mentored team members as a senior member, providing guidance and support to enhance overall team performance.
• Handled escalation calls when necessary, demonstrating leadership and advanced problem-solving skills.
• Contributed to continuous improvement of support processes and product features through regular interaction with engineering and product teams.

• Provided support for enterprise customers via calls and emails for Veritas System Recovery (Enterprise backup software) and Symantec Management Console, demonstrating proficiency in complex data protection solutions.
• Managed and maintained multiple servers using Symantec Management Console for customers, ensuring optimal performance and data integrity.
• Implemented robust backup strategies for server systems, safeguarding critical enterprise data and enabling efficient disaster recovery processes.
• Developed and deployed batch scripts to automate the cleanup of outdated backups and associated configuration files, enhancing system efficiency and storage management.
• Troubleshot and resolved complex issues related to enterprise backup systems, minimizing downtime and data loss risks for clients.
• Stayed current with evolving backup technologies and best practices to provide cutting-edge solutions and advice to enterprise customers.
• Created a custom HTML and JavaScript tool to automatically generate call/case templates based on form inputs, streamlining the documentation process.
• Authored comprehensive How-To articles in WordPress for team members, creating a valuable knowledge base to ensure continuity of best practices after departure.

RAG based Response AI Tool (Ongoing)

Developing an AI-driven automated response system, significantly reducing response times and enhancing customer satisfaction.

SQL Query Generator and Executioner (Feb 2024)

Developed a custom logging tool, reducing log search time by 10 minutes per case, boosting support efficiency.

Checklist Automation Tool (Aug 2023)

Collaborated with the engineering to implement Visibility Checklist Automation Tool, streamlining support operations.

Call Template Generator (2017)

Developed and deployed a Call Template Generator tool to automate document creation based on form selections, significantly improving efficiency in call documentation.