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KRUTHIKA KUMAR 561-412-9134 • [email protected] • Orlando, FL SUMMARY Technical Support Engineer with 3+ years’ experience in delivering software and systems support within SaaS and education technology sectors. Expertise in troubleshooting Windows systems, managing ticket queues, and resolving complex technical issues through various communication channels. Strong skills in SQL data management, QA testing, and cross-functional collaboration to enhance system performance and user experience. Proven track record of optimizing workflows, reducing resolution times, and achieving high SLA and customer satisfaction metrics. SKILLS ● Languages: Java, JavaScript, HTML, CSS, C, Python, SQL ● Tools & Platforms: Zendesk, Salesforce, Cisco, Windows OS, CampusView, Microsoft Excel, PowerPoint, Word, ● Support Engineering: QA Testing, Technical Troubleshooting, Ticket Management & Escalations, Debugging ● Operations & Data Management: SOP Development, Project Management, CRM Platforms, Training & Onboarding, Data Integrity and Confidentiality EXPERIENCE Full Sail University — Manager | Aug 2024 - Present ● Evaluated and mentored a team of 30 support agents, enhancing team output quality by 15% through QA reviews and process enhancements ● Coordinated internal communications to address team technical issues, achieving a 30% reduction in resolution time while overseeing Zendesk ticket queues ● Utilized Salesforce reporting, dashboards, and data analysis to optimize call campaigns and d