Dhanalakshmi Sivakumar

Results-driven Product Support Specialist with a proven track record in JavaScript and SQL troubleshooting, API integrations, and authentication protocols. Adept at diagnosing complex technical issues, improving developer productivity, and optimizing support workflows. Experienced in providing exceptional customer support to global clients, collaborating effectively across time zones.

Proven ability to manage high-volume tickets and automate debugging processes. Passionate about JavaScript ecosystems, API performance, and cloud-based tools.

Product Support Specialist - Blackboard - Bangalore

(2022-09)

• Resolved technical issues for clients through effective troubleshooting and problem-solving techniques, focusing on JavaScript-related challenges.
• Enhanced customer satisfaction by providing timely and accurate product support, leading to increase in positive feedback. Developed expertise in multiple products within the company portfolio, becoming a go-to resource for colleagues seeking guidance on specific features or functionalities.
• Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
• Supported clients during critical incidents, demonstrating a calm and reassuring demeanor under pressure while working towards swift resolutions.
• Provided remote support to global clients, adapting communication styles to suit various cultural preferences.

Service Coordinator - Focus Imaging Service India Pvt. Ltd - Chennai

(2020-06 - 2022-07)

• Prepared reports on service performance metrics and key indicators for management review.
• Coordinated and monitored service activities to confirm work metall requirements.
• Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
• Managed a high volume of client requests, ensuring timely and effective service delivery.
• Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.

Master Of Technology - Software Engineering - Vellore Institute of Technology (2014-07 - 2019-04)

Higher Secondary - Saraswathi Vidyalaya Matric Higher Secondary School (2013-06 - 2014-05)

Higher Secondary - Government Girls Higher Secondary School (2011-06 - 2012-04)