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Pranav kumARR

@pranavkumarr

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Technical Support Specialist at Blackbaud supporting SaaS applications and SKYAPI integrations for schools.

India

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At Blackbaud, I provided L1 and L2 remote support to K–12 schools and administrators, working through BBID, SSO, MFA, login, and account access issues. I used Salesforce Service Cloud and Omni-Channel while supporting SLA compliance.

I supported SKYAPI integrations by investigating authentication, connectivity, request and response errors, configuration, and data synchronization. I also troubleshot school administration and SIS workflows, including student and staff records, enrollment, attendance, and reporting.

At DieboldNixdorf, I provided Level 1 remote support for POS and back-office systems used in British Petroleum retail operations. I troubleshot payment processing, network, hardware, software, and device connectivity issues, and supported NAMOS and ESO applications.

Experience

Work history, roles, and key accomplishments

Technical Support Specialist

Blackbaud

Apr 2025 - Jun 2026 (1 year 2 months)

Provided L1 and L2 remote technical support to K-12 schools and administrators across the USA and Canada via phone, chat, and email using Salesforce Service Cloud and Omni-Channel. Delivered support for BBID, SSO, MFA, login, account access, user provisioning, password resets, SKYAPI integrations, and school administration issues.

Salesforce Service Cloud Omnichannel L1 L2 Support SSO MFA SKY API API Integration Troubleshooting SLA Management Incident Management

Technical Support Associate

Diebold Nixdorf

Feb 2024 - Apr 2025 (1 year 2 months)

Provided Level 1 live remote technical support to Forecourt Managers for British Petroleum's South Africa, USA, and UK retail operations, supporting POS systems, back office systems, hardware, software, OPTs, pumps, dispensers, and forecourt devices. Troubleshot login, network, POS transactions, payment processing, and device connectivity issues.