Siddha B.

For the past 14 years, I have provided excellent support to business clients in terms of their IT-related requests/issues. I am knowledgeable in VMware, Veeam Backup, Microsoft O365, Google Workspaces, Windows/Mac desktop operating systems, data/email/network security, malware removal and remediation, cybersecurity, Windows Server operating systems, Active Directory, network concepts and administration, and a whole lot more. What I Can Help You With Customer Support • Voice, Email and Chat support • Ticket management and triage • Customer issue investigation and troubleshooting • Escalation to higher level of support with clear documentation • Maintaining a professional and empathetic customer experience Customer Onboarding • Guiding customers through product setup • Running onboarding sessions and walkthroughs • Translating customer workflows into product configurations • Helping new users adopt your platform quickly and confidently Technical Troubleshooting • Replicating bugs and documenting issues • Investigating platform behavior using browser developer tools • Gathering logs and details before escalating to engineering • Providing workarounds and communicating updates to customers Knowledge Base & Documentation • Creating help center articles • Writing SOPs and internal training materials • Improving documentation to reduce support tickets Process Improvement • Identifying recurring customer issues • Improving onboarding workflows • Building scalable support documentation • Helping teams streamline support operations Tools & Platforms I’ve Worked With • Autotask/Kaseya/Hudu/SynchroMSP/Teamviewer/LogMeIn/Anydesk • Podio/ITGlue • PRTG/Connectwise stack (Automate, Control, etc)/Binary Canary/Blumira • Sophos/Watchguard/Sonicwall/Ubiquiti firewalls and network equipment • Adobe Creative Cloud administration/Quickbooks assistance/Microsoft RDS environment • VMware (Omnissa) Horizon/Vmware ESXi/Hyper-V/Parallels for Mac • Acronis/Veeam/Vembu backup and recovery • Huntress/Trend Micro/Blumira/Crowdstrike/SentinelOne • Office365 (Azure, Entra, Intune, Exchange Online, MS Teams, Sharepoint, OneDrive for Business) • DNS management • Active Directory (on-premise, hybrid), DHCP, VPN • SAGE/Traverse/Famous ERP/Quickbooks I'm comfortable learning new systems quickly and adapting to different workflows, which is essential in fast-moving SaaS environments. My Approach to Customer Support I believe great customer support is more than answering tickets — it’s about building trust, solving problems efficiently, and helping customers succeed with the product. When handling customer issues, I focus on: • Understanding the problem completely • Replicating and documenting issues clearly • Communicating solutions in a simple and helpful way • Following through until the issue is resolved Why Clients Like Working With Me ✔ Clear and professional communication ✔ Strong problem-solving and troubleshooting skills ✔ Experience supporting SaaS platforms ✔ Organized and detail-oriented ✔ Reliable and proactive I work well with startups, SaaS companies, and growing teams that need someone who can support customers while also improving processes behind the scenes. If you're looking for someone who can support your users, improve your documentation, and help your customers succeed with your software, I'd be happy to help. Let’s work together to create a better customer experience for your product.