Open to opportunities

Uday Adiraju

@udayadiraju

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Experienced IT professional with over 13 years in customer support.

India

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What I'm looking for

I am looking for a role that fosters growth, values teamwork, and allows me to leverage my technical and leadership skills.

With over 13 years of professional IT experience, I have honed my skills in customer support, focusing on both technical and functional aspects of hardware and software products. My journey began as a Technical Support Executive and has evolved into leadership roles, where I have successfully managed teams and driven operational excellence. Currently, I serve as a Team Lead at Foundation AI, where I oversee a team dedicated to enhancing our in-house developed product.

Throughout my career, I have demonstrated a commitment to delivering world-class customer service. My responsibilities have included training new recruits, managing daily operations, and ensuring effective resolution of customer complaints. I take pride in fostering a collaborative team environment and implementing strategies that improve customer satisfaction scores. My technical expertise spans various domains, including database management, programming languages, and cloud computing, enabling me to provide high-quality support and solutions to complex issues.

Experience

Work history, roles, and key accomplishments

Current

Team Lead

Current

Foundation AI (Cognial Artificial Intelligence Solutions Pvt

Dec 2023 - Present (1 year 6 months)

As a Team Lead, I managed a team of three, overseeing daily operations, incident management, and recruitment. I ensured effective training for new hires and maintained high customer satisfaction through performance monitoring and process improvement.

Team Management Incident Management Customer Support Training Recruitment Performance Monitoring Process Improvement Communication Problem Solving Technical Support

Team Lead

Leadsquared I Pvt Ltd

Oct 2022 - Sep 2023 (11 months)

Managed a team of three support engineers focusing on email and SMS delivery, and Zoho desk administration. Oversaw team performance and ensured high standards in customer support.

Team Management SMS Zoho Desk Customer Support Performance Monitoring Technical Support Communication Problem Solving Training

Sr. Support Engineer

PowerSchool India Pvt Ltd

Dec 2021 - Sep 2022 (9 months)

Provided technical support for core features of the enterprise SaaS product, resolving customer issues and collaborating with cross-functional teams to optimize performance.

Technical Support Customer Support SaaS Problem Solving Collaboration Performance Optimization Incident Management Communication Troubleshooting Agile Development

Sr. Support Engineer

SumTotal Systems (I) Pvt Ltd

Oct 2016 - Nov 2021 (5 years 1 month)

Delivered high-quality customer support, resolving technical issues and providing guidance on product features. Collaborated with QA teams for testing and implementation.

Customer Support Technical Support Problem Solving Collaboration QA Testing Incident Management Communication Troubleshooting Performance Monitoring SaaS

Analyst

Deloitte US Firm

Nov 2010 - Oct 2016 (5 years 11 months)

Supported internal clients with technical issues related to hardware and software, ensuring high levels of customer satisfaction and effective problem resolution.

Technical Support Customer Support Problem Solving Communication Hardware Support Software Active Directory Interpersonal Skills Team Collaboration

Technical Support Executive

Genpact

Jun 2010 - Oct 2010 (4 months)

Provided technical support for hardware and software issues, assisting customers with troubleshooting and installation of antivirus and operating systems.