Annu Cherian

About Annu Cherian

Certified Oracle APEX Cloud Developer Professional. I am currently working at Oracle as technical support. I worked at ISRO as a project intern for 6 months. I also worked in different positions as an Assistant Professor, Head of the Department, and Structural Engineer. I have 5 years of teaching experience and 1.5 years of IT industry experience.

Experience

1. Consultant Digital Learning Support

   Oracle

   Sep 2024 — Present · Bengaluru, IN

   Provide end-to-end technical support for Oracle University customers and internal stakeholders by managing OU tickets and technical service requests-Troubleshoot and resolve access, enrollment, provisioning, and Oracle Learning/OU platform issues; perform root-cause analysis and document fixes/workarounds-Use SQL queries to investigate data-related issues, validate records, identify discrepancies, and support resolution of technical tickets-Support enhancements and small projects using Oracle APEX (Application Express), including building/updating forms, reports, and dashboards to streamline support operations and improve visibility-Coordinate with cross-functional teams (product, engineering, operations, customer success) to drive timely resolutions and improve customer experience-Monitor ticket queues, prioritize by severity/impact, and ensure adherence to SLAs and quality standards-Maintain clear customer communication with timely updates, accurate troubleshooting steps, and resolution guidance-Create and maintain knowledge articles, SOPs, and internal documentation to improve first-contact resolution and reduce repeat incidents-Identify recurring issues and recommend process improvements/automation opportunities to reduce backlog and improve support efficiency.

Education

• Rajiv Gandhi Institute of Technology, Kottayam

  Bachelor of Technology - BTech, Civil Engineering

  2009 — 2013

• Mar Athanasius College of Engineering

  Master of Technology - MTech, Computer Aided Structural Engineering

  2013 — 2015