Prempahuja User

PU

Open to opportunities

Prempahuja User

@prempahujauser

Associate Support Engineer delivering enterprise B2B SaaS support with 100% SLA and 9.5+ CSAT.

What I'm looking for

I’m looking to grow in enterprise B2B SaaS support—own complex escalations, drive SLA/CSAT improvements, and use ServiceNow/Salesforce process work to help customers succeed through migrations and governance workflows.

I’m an Associate Support Engineer delivering enterprise-grade B2B SaaS support to UK clients across Purchasing, Source-to-Contract, and Governance & Risk. I’ve maintained 100% SLA compliance for 12 consecutive months and sustained a 9.5+ CSAT average, including my highest CSAT count in the India team (40 ratings) and 3rd-highest globally.

In high-stakes work, I resolved 1,000+ portal support queries during a critical CRM migration, earning direct team-lead recognition. I consistently step in before escalation—trusted by second-line teams to close complex cases—while serving as a ServiceNow Super User and Subject Matter Expert across 3 product lines.

I also helped drive operational improvements: I reduced the Governance & Risk case backlog from 250+ to under 100, created KBAs, and built a CX Chat case upload template. Beyond support, I bring web and engineering fundamentals from my Web Developer Intern role (HTML/CSS) and an Engineering internship at DRDO–GTRE using ANSYS Fluent for thermal analysis.

Experience

Work history, roles, and key accomplishments

OA

Current

Associate Support Engineer

Current

One Advanced

Apr 2024 - Present (2 years 2 months)

Delivered enterprise B2B SaaS support across Purchasing, Source-to-Contract, and Governance & Risk, achieving 100% SLA compliance for 12 consecutive months and a 9.5+ CSAT average. Resolved 1,000+ escalated portal queries during a critical CRM migration and reduced the G&R case backlog from 250+ to under 100 while improving team efficiency with KBAs and a case upload template.

Salesforce ServiceNow SLA Management CSAT Escalation Handling Root Cause Analysis Customer Onboarding Process Improvement

KR

Web Developer Intern

Krtyaved

Apr 2024 - May 2024 (1 month)

Developed and deployed web components using HTML and CSS, supporting the company’s digital product build. Collaborated with the product team to iterate front-end designs based on UX feedback.

HTML CSS Web Components Front End Design Feedback Collaboration Deployment

DG

Engineering Intern

DRDO – GTRE

Aug 2023 - Sep 2023 (1 month)

Completed an engineering internship at DRDO–GTRE, gaining hands-on experience with thermal systems and engineering analysis. Applied ANSYS Fluent simulation skills to support research-level thermal analysis tasks.

Engineering Analysis Simulation Research Support Technical Problem Solving

Education

Degrees, certifications, and relevant coursework

NE

New Horizon College of Engineering

B.E. Mechanical Engineering, Mechanical Engineering

2020 - 2024

Grade: CGPA: 8.34 (8th Semester)

B.E. in Mechanical Engineering at New Horizon College of Engineering (Bangalore) from 2020 to 2024, with CGPA 8.34 (8th semester).

SC

Sindhi PU College

Pre-University (PCMC), PCMC (Pre-University)

2020 -

Grade: 70.16%

Completed PCMC (Pre-University) at Sindhi PU College starting July 2020, scoring 70.16%.

Tech stack

Software and tools used professionally

Salesforce

Gmail

Web Components

Microsoft Teams

Jira

Google Workspace

Root Cause

ServiceNow

Matter

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