Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Timeline
Generic
Priya Nandagopal

Priya Nandagopal

Quality Analyst, Customer Support| Technical Support Engineer
Elzach

Summary

Versatile professional excelling as an innovative IT Consultant, delivering strategic technology solutions and expertise in project management. Proven Technical Support Engineer with a strong troubleshooting background, ensuring minimal downtime and proficiency in various technologies. Detail-oriented Quality Analyst adept at designing and executing test plans, collaborating with cross-functional teams to ensure product excellence.

Overview

5
5
years of professional experience
8
8
Certifications
2
2
Languages

Work History

Customer Technical Support Engineer

Enphase Energy AG
Freiburg
12.2023 - Current
  • Effectively diagnosed and resolved issues with PV and battery storage systems, optimizing solar site monitoring to enhance energy consumption and production efficiency.
  • Upheld stringent quality standards, consistently achieving customer satisfaction throughout service engagements.
  • Demonstrated proficiency in resolving intricate technical challenges, refining troubleshooting protocols, and fostering teamwork to boost product reliability.
  • Committed to continuous learning and enhancement of PV system expertise.
  • Delivered exceptional technical support for solar and battery storage solutions, ensuring swift and effective issue resolution.
  • Partnered with engineering and installation teams to ensure smooth project execution, from initial site assessments to final equipment setup.
  • Accurately recorded customer interactions, diagnostic steps, and successful outcomes, leveraging checking systems and knowledge bases.
  • Initiated JIRA tickets and collaborated with technical teams to address and rectify recurring issues.

Quality Analyst

Enphase Energy Pvt Lt
Bangalore
07.2021 - 08.2023
  • Collaborated with HR team to hire qualified candidates aligned with team goals and values
  • Conducted training on quality and process management to maintain high-quality standards
  • Managed projects, achieving quarterly targets on time
  • Monitored key performance indicators and made data-driven decisions for process improvements and enhanced customer support
  • Fostered collaboration with cross-functional teams to ensure seamless project implementation and continuous improvement
  • Maintained strong relationships with internal stakeholders, optimizing processes and delivering exceptional customer support
  • Maintained quality standards for customer support team, ensuring high levels of customer satisfaction
  • Conducted weekly audits of 100 engineers, providing feedback for improved customer support
  • Optimized quality testing approach regularly to align with customer expectations
  • Served as primary point of contact for troubleshooting PV and energy storage systems
  • Proficient in Salesforce (SFDC) CRM/Help Desk platform, accurately documenting system activity and generating service reports

Technical Support Engineer

SonicWall Technology Systems India Pvt Ltd
Bangalore
09.2019 - 06.2021
  • Assisted customers in deploying SonicWall network security products, including Firewall/IPS and VPN solutions.
  • Diagnosed and resolved technical and service issues using troubleshooting techniques and tools.
  • Monitored and tracked issues to ensure accurate resolution, collaborating with Engineering and cross-functional teams.
  • Replicated and validated bug fixes to ensure effective resolution of customer issues.
  • Possessed expertise in security with a strong background in LAN/WAN technologies, OSI Model, TCP/IP, and network security fundamentals.
  • Proven ability to perform in high-stress and interrupt-driven environments.
  • Experience with major operating systems, including UNIX/Linux.
  • Efficiently troubleshooted customer issues using tools like Wireshark.

Process Associate

Wipro Pvt Ltd
Bangalore
02.2019 - 10.2019
  • Worked as a Process Assistant for different clients like Google.
  • Later moved as a trainer in the same process for YouTube.
  • Collaborated with team to define business requirements for
  • Organizational processes, achieved productivity standards and adhere to accuracy standards

Education

Bachelor Of Engineering - Computer Science

Cambridge Institute of Technology
India
04.2014 - 2018.04

Skills

LAN/WAN Technologies and Network Securityundefined

Additional Information

Tools:

JIRA, Salesforce, Omni channel, Nice, Atlassian, Wireshark, Mobaxstream in linux .
Windows OS |windows 7/windows 8/windows 10.
Monitoring Tools | SFDC ,YubiKey tool managers , Enlighten Manager, Service Manager & ITK.
Office 365 | Microsoft word ,Excel, Power Point , Skype ,Outlook, CLI, SSH & API.


Certification

Solar PV installation certification

Timeline

Customer Technical Support Engineer

Enphase Energy AG
12.2023 - Current

Quality Analyst

Enphase Energy Pvt Lt
07.2021 - 08.2023

Technical Support Engineer

SonicWall Technology Systems India Pvt Ltd
09.2019 - 06.2021

Process Associate

Wipro Pvt Ltd
02.2019 - 10.2019

Bachelor Of Engineering - Computer Science

Cambridge Institute of Technology
04.2014 - 2018.04

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Priya NandagopalQuality Analyst, Customer Support| Technical Support Engineer