Prasanna B

Customer Support Analyst with 12+ years of experience troubleshooting technical issues, performing root-cause analysis (RCA), and guiding customers on product usage across SaaS, cloud, and enterprise platforms. Skilled in handling customer data import/export and updates within production systems, processing confidential information in line with data handling and compliance guidelines, and generating reports across single and multiple systems. Consistently manages 70+ tickets per week across chat, voice, and ticketing channels while maintaining strong CSAT, SLA, and First-Contact Resolution (FCR) performance in high-volume, 24x7 environments.

Strong written and verbal communicator, skilled at translating technical issues into clear, non-technical guidance for customers and internal stakeholders.

Subject Matter Expert (SME) — Customer & Technical Support at Movate (Client: Aruba Networks – Hewlett Packard Enterprise) (2013-01 – 2026-03)

• Handled 70+ customer tickets per week across blended chat, voice, and ticketing channels, resolving technical, account, and product usage issues for a global enterprise customer base in a 24x7 environment.
• Performed root-cause analysis (RCA) on recurring technical issues, documenting findings to prevent repeat incidents and improve First-Contact Resolution (FCR).
• Guided customers on product usage, subscription management, licensing activation, and platform configuration, acting as the primary point of contact for complex support cases.
• Handled customer data import/export and ensured accurate, up-to-date customer records within production and CRM systems, maintaining 100% data accuracy across high-volume interactions.
• Processed confidential customer and account data in accordance with company data handling and compliance guidelines.
• Generated recurring and ad hoc reports from single and multiple systems to track ticket trends, SLA performance, and team KPIs for internal stakeholders.
• Consistently maintained strong CSAT scores and met or exceeded SLA and FCR targets, recognized as a top performer within a high-volume support queue.
• Authored and maintained internal knowledge base documentation and process guides, and contributed to customer-facing product content to reduce repeat ticket volume.
• Collaborated daily with Engineering, TAC, and cross-functional teams to accelerate resolution of escalated issues and translate technical findings into clear, non-technical guidance for customers.
• Mentored and cross-trained new team members on troubleshooting processes and support tools, improving team-wide resolution speed.
• Key Achievements: Outstanding Performer Award and Extra Miler Award (Aruba/HPE) — recognized for consistent service quality, rapid resolution, and going beyond core duties to support peers and improve team workflows.

Business Development Executive at Allsec Technologies (2012-10 – 2013-01)

• Engaged prospective clients across channels to identify business needs and clearly communicate service value propositions.
• Managed end-to-end client relationships and follow-up pipelines within the CRM system, ensuring accurate records and zero communication gaps.

Technical Support Engineer (Bell Canada Process) at Allsec Technologies (2012-01 – 2012-10)

• Delivered first-line technical support via voice and chat channels, resolving internet connectivity, hardware, and account configuration issues under strict SLA targets.
• Documented technical analysis and root-cause details before escalating unresolved tickets, supporting faster downstream resolution.

Bachelor of Engineering (B.E.) in Electronics & Communication Engineering – Vel's Srinivasa College of Engineering and Technology (2010)