Raaj Kumar

Results-driven Product Support professional with 3.6 years of experience in product support, technical troubleshooting, root cause analysis (RCA) and SLA-driven issue resolution. Experienced in resolving product, application, accounts and network-related issues through chat, email and voice support. Hands-on experience using Microsoft Excel for data validation and reporting in operations support.

Strong analytical and problem-solving skills with a proven ability to diagnose technical issues and deliver timely resolutions in fast-paced support environments.

Senior Executive – Operations Support - Computer Age Management Services Ltd.

(2025-12 - 2026-07)

• Managed end-to-end client onboarding, ensuring seamless setup and timely activation across multiple client accounts.
• Performed data validation and issue analysis using Excel, identifying discrepancies and resolving data-related incidents.
• Handled high-volume query management and ensuring timely updates, effective escalation and consistent issue resolution.
• Developed weekly Excel dashboards and reports to track query volume, resolution status and recurring data issues, improving visibility and enabling faster issue identification.
• Coordinated cross-functional communication between internal teams and external stakeholders to ensure smooth operations.

Senior Associate – Product Support - Sutherland Global Services Pvt. Ltd.

(2021-10 - 2024-09)

• Provided end-to-end product support via voice, email and chat channels, resolving complex customer issues and ensuring timely issue resolution for customers across North America and Canada.
• Troubleshot product, account, application and network-related issues, ensuring timely resolution in compliance with SLA targets.
• Performed root cause analysis (RCA) on recurring issues, reducing repeat contacts and maintaining weekly return-related losses.
• Served as a Subject Matter Expert (SME), mentoring new hires and developing performance dashboards to improve team productivity and operational efficiency.

Master of Computer Application - Computer Application - University of Madras (2025)

Bachelor of Computer Application - Computer Application - C. Kandaswami Naidu College for Men (2021)

Higher Secondary Certificate - Vallal Sabapathy Matriculation Hr. Sec. School (2018)