Madhu Ashok

Technical Support Engineer | Data Analyst

Talent

ChennaiMember since 31 May 2026

SQL Database ManagementTechnical Troubleshooting & Root Cause AnalysisData Analysis & ReportingPOS Systems SupportNetwork Configuration (TCP/IP, DNS, DHCP)CRM & Ticketing SystemsSLA Management & KPI MonitoringRemote Desktop SupportDisaster Recovery PlanningAmazon S3 Cloud BackupEnd-User Training & OnboardingCross-functional Team CollaborationWindows (7, 10, 11)SQL Server Management Studio (SSMS)SQL Profiler ToolDatabase MigrationQuery OptimizationData ExtractionSQL-based data querying and aggregationMicrosoft Excel (pivot tables, data analysis)Report GenerationKPI TrackingAmazon S3 (Bucket Backup & Restore)Cloud-based data managementTCP/IPDNSLAN/WANNetwork Configuration & TroubleshootingRemote Desktop Protocol (RDP)CRM Platforms

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SQL Database ManagementTechnical Troubleshooting & Root Cause AnalysisData Analysis & ReportingPOS Systems SupportNetwork Configuration (TCP/IP, DNS, DHCP)

About

Results-driven IT professional with 2+ years of experience in technical support engineering, POS systems, and SQL database management. Proven track record of diagnosing and resolving complex software, hardware, and network issues while delivering exceptional customer service. Skilled in data analysis, remote troubleshooting, CRM systems, and cross-functional collaboration.

Seeking to apply strong analytical and problem-solving skills in a Technical Support or Data Analyst role to drive operational excellence and data-informed decision-making.

Experience

Retail POS Technical Support Engineer - Unipro Tech Solution Private Limited - Chennai

(2024-04)

Provided Tier-1 and Tier-2 technical support for POS hardware, software, and network infrastructure, consistently meeting SLA targets and improving first-call resolution (FCR) rates.
Diagnosed and resolved software, hardware, and network issues including TCP/IP configuration, DNS troubleshooting, and Windows OS errors, ensuring seamless POS operations across retail environments.
Managed SQL Server databases — performed database migration using SQL queries, utilized SQL Profiler Tool for performance monitoring, and maintained data integrity across production and staging environments.
Leveraged remote desktop tools and CRM systems to deliver uninterrupted technical assistance to domestic and international clients, driving customer retention and satisfaction.
Installed, configured, and deployed POS systems; delivered structured end-user training on product features, best practices, and self-service troubleshooting procedures.
Collaborated with development, network, and engineering teams to resolve escalated technical incidents and contributed to disaster recovery planning including database backup and cloud migration strategies.
Administered Amazon S3 bucket backups to safeguard critical business data and maintained backend system integrity within Unipro Billing platforms.
Led a team of 8 Technical Support Representatives — managed daily operations, monitored KPIs, and ensured all support tickets were resolved within defined SLA timelines.
Conducted one-on-one performance review sessions to enhance team customer service skills, reduce escalation rates, and align team goals with organizational objectives.
Handled complex escalations and delivered advanced root cause analysis for critical issues affecting customers and internal stakeholders, minimizing system downtime and re-open rates.