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Ganesha Pandiyan

@ganesha_pandiyan_sv

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Skilled Technical Support Engineer with expertise in SaaS solutions.

India

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What I'm looking for

I am looking for a role that allows me to leverage my technical support skills in a collaborative environment, focusing on customer satisfaction and continuous learning.

As a Technical Support Engineer with over 4 years of experience, I specialize in the SaaS industry, where I have honed my skills in troubleshooting and customer support. My tenure at Tech Mahindra allowed me to enhance customer satisfaction by 20% through effective problem-solving and education on broadband network issues. I achieved a remarkable 95% first-call resolution rate, showcasing my ability to manage and resolve complex technical challenges efficiently.

Currently, at Zoho Corporations, I deliver exceptional customer support for Zoho Mail, focusing on email configuration and account management. My technical expertise includes TCP/IP, DNS, SMTP, POP3, and IMAP protocols, which I leverage to resolve email delivery issues and security concerns. I pride myself on maintaining high customer satisfaction by effectively communicating technical information and providing personalized solutions.

In addition to my professional experience, I have developed several personal projects, including a REST API web application for employee management and a predictive model for customer churn. I am eager to explore further opportunities in technical support, where I can apply my skills and contribute to enhancing customer experiences.

Experience

Work history, roles, and key accomplishments

Technical support engineer

Zoho corporation

Dec 2022 - Dec 2024 (2 years)

Technical Support Engineer with 4+ years in the SaaS industry, specializing in Zoho Mail. Provided end-to-end support, resolved technical issues, managed DNS/IMAP/POP configurations, and guided clients on integrations via REST APIs. Skilled in JavaScript and known for delivering efficient, client-focused solutions in a remote support environment.

ReactJS JavaScript HTML CSS ORM Data Analytics Web Development RESTful APIs Python SQL Communication Problem Solving Project Management

Technical support engineer

Tech Mahindra

Nov 2021 - Dec 2022 (1 year 1 month)

Worked as a Technical Support Engineer for Telstra, handling network and Wi-Fi-related issues for residential clients. Provided remote troubleshooting, guided users through diagnostics, and assigned field technicians for on-site support. Ensured timely issue resolution and maintained high customer satisfaction in the telecom support domain.

Traceroute DNS Troubleshooting IP Routing Networking OpenSSL Network Engineering Team Coordination Communication Skills

Technical support engineer

Foundever

Nov 2019 - Mar 2021 (1 year 4 months)

Worked as a Technical Support Engineer at Sitel for Bell Technologies, handling mobile device troubleshooting, proposing mobile plans and pricing, and resolving network-related issues. Assisted customers with sales inquiries, billing, and service upgrades while ensuring excellent customer experience and adherence to sales practices.

Troubleshooting Network Engineering Team Coordination Communication Skills Sales Management CRM Management GDPR Compliance Mobile Network Technologies Problem Solving Product Management

Technical Support Engineer

Zoho Corporations

Dec 2022 - Present (2 years 8 months)

Delivered exceptional customer support for Zoho Mail, specializing in email configuration, user account management, and troubleshooting technical issues with TCP/IP, DNS, SMTP, POP3, and IMAP protocols. Resolved email delivery issues, spam, and security concerns while documenting interactions in Zoho CRM and Zoho Desk to ensure consistency.

CRM Tools Technical Troubleshooting

Technical Support Professional

Sitel

Dec 2019 - Present (5 years 8 months)

Resolved network issues, connectivity problems, and account discrepancies through chat and call support. Guided customers in troubleshooting and explained product features to improve satisfaction.

Problem Solving Communication Skills Conflict Resolution

Education

Degrees, certifications, and relevant coursework

Indian Institute of Technology (IIT), Roorkee

Masters, JAVA full stack developing and artificial intelligence on cloud computing

2024 - 2024

Completed a comprehensive program in Java full-stack development and artificial intelligence on cloud computing. Gained expertise in modern software development practices and AI applications.

Great learning & IIT-roorkee

Full Stack Software Development & Specialization of data science in Python, Computer science

2022 - 2023

Grade: 3.2

Activities and societies: Github projects, Git version control, creating e-commerce site.

Completed Advanced Certificate Program in Full Stack Software Development with a specialization in Data Science using Python from IIT Roorkee via Great Learning. Gained hands-on experience in web development, data analysis, machine learning, and Python programming, building real-world projects and applications.

Dhanalakshmi College of Engineering

Bachelor of Engineering, Engineering

2019 - 2019

Obtained a Bachelor of Engineering degree, focusing on core engineering principles and practical applications. Developed a strong foundation in problem-solving and technical skills.

Dhanalashmi college of engineering

Bachelor of engineering, Civil engineering

2015 - 2019

Grade: 3.1

Activities and societies: Hockey, Cricket, Indusustrial visit.

Completed Bachelor of Engineering in Civil Engineering (2015–2019), gaining a strong foundation in structural analysis, construction planning, and project management. Developed problem-solving skills through academic projects and practical fieldwork, with a focus on sustainable and efficient infrastructure design.