Vijay Krishna

About Vijay Krishna

Dynamic and motivated professional with 7 years of experience in Customer Support, having a solidbackground in leadership, team management, and strategic planning. Strong analytical skills, effectivecommunication, and a passion for fostering a collaborative work environment. Committed to fostering apositive team environment, mentoring team members, and contributing to the organisation\'s success.

Experience

1. Technical Support Engineer

   Salesforce

   Dec 2021 — Present

   I help customers succeed with Salesforce by combining customer success strategy with proactive technical monitoring ensuring adoption, ROI, and platform reliability.Key roles and responsibilities:Act as a trusted advisor to enterprise customers, aligning Salesforce solutions with business objectives to maximize adoption, satisfaction, and ROI.Collaborate with cross-functional teams (Sales, Product, Support, Services) to deliver seamless customer experiences and long-term success.Perform root cause analysis (RCA) and deliver recommendations to optimize performance, scalability, and system resilience.Built performance visibility dashboards with AppDynamics APM and Grafana to track critical issues including latency, availability, and error rates. Collaborated with customers to understand and document their business context and monitoring requirements, solving problems with effective communication & analytical skills.Resolved critical performance issues by analyzing & collaborating with multiple teams, resulting in enhanced user experience.Delivered onboarding workshops for customers, familiarised them with proactive monitoring, and configured alerts for their applications in multiple tools.Assisted in a noise reduction project, reducing invalid/noisy alerts by 30% & enhancing the proactive monitoring team\'s efficiency.Trigger corrective actions for boosting customer engagement and Managed escalations and set expectations for both customers and internal teams.

Education

• Sri Chaitanya College of Education

  Intermediate, Mpc

  2011 — 2013

• R.V.R. & J.C. College of Engineering

  Bachelor of Technology, Computer Science

  2013 — 2017

• Sri Vignan Public School

  Ssc, Ssc

  2010 — 2011