Saikiran Reddy

Technical Support Engineer with hands-on experience resolving 20+ tickets daily across Zendesk and Jira, tracing root causes through log and error-code analysis and reducing repeat issues through proactive documentation. Skilled at translating technical detail into plain language for non-technical users and collaborating across engineering, product, and support teams to close the loop on recurring problems. SQL, REST API, and Python scripting background supports root-cause troubleshooting and internal tooling work.

Technical Support Engineer - Ivanti - India

(2022-11 - 2023-12)

• Resolved an average of 20+ customer support tickets daily via Zendesk, closing 90% without escalation by analyzing application logs and error codes to pinpoint root causes.
• Partnered with engineering to identify a recurring sync error affecting a subset of mobile app users; documented the pattern and reproduction steps, contributing to a permanent fix within one release cycle.
• Authored 12 knowledge base articles and FAQ entries, reducing repeat tickets on common setup issues by an estimated 15%.
• Maintained detailed investigation and resolution logs in Jira and presented weekly trend summaries to the support team lead to flag emerging issues early.
• Served as first point of contact for 50+ customer inquiries per shift, resolving billing, account, and product issues while maintaining a 4.8/5 customer satisfaction rating.
• Balanced competing priorities across phone, chat, and in-person channels during high-volume periods, consistently meeting SLA targets.
• Trained 6 new hires on internal ticketing systems and customer communication best practices.
• Diagnosed and resolved hardware, software, and network connectivity issues for students and faculty, logging all incidents and resolutions in a shared tracking system.
• Created step-by-step self-service guides for common login and Wi-Fi issues, adopted campus-wide by the IT department.

Master of Science - Computer Science - Campbellsville University (2025-08)

Bachelor of Technology - Computer Science - Keshav Memorial Institute of Technology (2023-08)