Jason Samuel M

Experience

1. Technical Support Executive

   Vision Group Retail

   Mar 2024 — Present · Nagercoil, IN

   Worked as a Technical Support Executive at Vision Group Retail Technologies, supporting clients across the EMEA and APAC regions.Vision Group specializes in converting traditional retail stores into smart retail environments, with a client base largely from the FMCG sector, including Coca-Cola, Unilever, and Nestlé, covering both beverage and non-beverage categories.Supported mobile applications such as IRed, Store360, SelfRed, and Scatta, which allow sales representatives to capture product images from store shelves or coolers for real-time recognition and brand identification.Partnered with a third-party image recognition team in China to ensure processing of each image within a 30-second SLA; investigated SLA breaches using API logs.Managed tickets related to application configuration and incidents using LiveAgent and Azure DevOps, prioritizing incident resolution based on business impact and urgency.Followed SLA timelines for ticket resolution: P1 (4 hours), P2 (12 hours), P3 (3 days), P4 (5 days), and P5 (10 days); sent Major Incident Management (MIM) notifications to regional Project Managers (PMs) and Customer Success Managers (CSMs) for P1 and P2 tickets.Conducted in-depth troubleshooting using database queries, API logs, configuration checks, Parquet files, and Blob Storage container analysis.This role strengthened my expertise in technical support, issue resolution, configuration analysis, and improved my adaptability and efficiency in dynamic, high-pressure environments, allowing me to dive deep in analytics.

Education

• Scott Christian College, Nagercoil - 629 003

  Master of Computer Applications - MCA, Computer application

  2021

• Scott Christian College, Nagercoil - 629 003

  Master of Computer Applications - MCA, Computer Science