Summary
Overview
Work History
Education
Skills
Additional Information
Work Preference
Timeline
Generic

Amit Shekhar

Indore,Madhya Pradesh

Summary

Experienced professional with a proven track record of success in the cloud technology, technical support, and product technology organizations. I have a strong understanding of technical needs analysis, staff training programs, and technical customer support. I am also self-motivated, hardworking, and a quick learner. I am proficient in managing and leading teams to run successful process operations, and I have experience in implementing procedures and service standards for business excellence.

Overview

8
8
years of professional experience

Work History

Module Lead Tech Support Engineer

Kyvos Insights
07.2020 - Current
  • Led and grew a customer and technical support team of 10-20 members in Product Support
  • Set up the support ticketing process and tool, aligning on response SLAs
  • Defined escalation guidelines and process with CS and product
  • Develop a technical support team through effective hiring, coaching, and development
  • Monitor, manage and achieve support KPIs
  • Creating & leading Tier wise customer support structures for the product support team
  • Leading the planning and execution of product & cluster deployment and management projects for customers during pre-& post-sales phases
  • Manage Technical Operations team including strategy, metrics, prioritization, and execution
  • Assembled a customer support team and queuing process to ensure smooth scale up.

Senior Tech Support Engineer

Kyvos Insights
07.2019 - 07.2020
  • Work closely with Escalation engineers and product managers to improve customer support
  • Identify, document product bugs and feature requests and work with internal escalation support teams as well as clients to implement effective solutions
  • Set up analytics to get a daily overview on pending/delayed tickets
  • Ensured urgency towards resolution of pending/delayed tickets.

Technical Support Engineer

Kyvos Insights
Indore
03.2019 - 07.2020
  • Technical assistance and support to the 'Kyvos Insights' clients, which includes monitoring, analysis, and administration
  • Follow notifications and escalation procedures of the "Kyvos" product, analyze logs, respond to queries, follow standards for communications with business clients involving operational issues
  • Collaborate with the Product support team to drive initiatives and ensure a seamless support experience across all support sites.

Support Escalation Lead

Ingram Micro, Teleperformance
03.2017 - 03.2018
  • Collaborate with Tier-1 Partners to define and execute a strategy to identify and establish a Tier-reseller network for one of the biggest distributors INGRAM MICRO
  • Handled 140+ Premier Reseller Accounts for INGRAM MICRO across US & CA
  • Managed and Monitored Incident Management 24/7, acknowledging and resolving the query within a given SLA
  • Responsible for delivering an enjoyable and seamless onboarding experience from other on-premises or cloud platforms to Office 365.

Cloud

Ingram Micro, Teleperformance, Success
02.2016 - 03.2017
  • Involved in requirement gathering and analysis
  • Understand the requirements of clients/ functional consultants
  • Participated in client calls and seek clarifications
  • Monitored and Managed Technical Operations team metrics, reviewed CSAT survey, and made certain timely implementation of remedial actions
  • Involved in Continuous Service Improvement plans (CSI) with Operation Lead and Project
  • Managers

Technical Support Executive

Yahoo Small Business, Teleperformance
09.2015 - 02.2016
  • Providing technical support for Domains, Webhosting & Business Emails to Yahoo Small
  • Business customers
  • Managing client web files on Yahoo servers using FTP clients like FileZilla, Dreamweaver etc
  • Multitasking working capability in Voice, Email as well as Chat support
  • Experienced in Salesforce cloud service console, Lightning App builder, offering applications for all aspects of business, including CRM, sales, ERP, customer service.

Education

Masters of Technology - undefined

Sagar Institute of Research and Technology (SIRT)
2019

Bachelor of Engineering -

Rajiv Gandhi Proudyogiki Vishwavidyalaya (RGPV)
2015

Skills

  • Include:
  • Process Management Zendesk Atlassian Confluence and Jira Basecamp CRM
  • Customer Success Cloud Computing Escalation management Customer experience KPI tracking
  • Skills
  • Soft Skills:
  • Teamwork
  • Problem-solving
  • Leadership
  • Customer service
  • Empathy
  • Patience
  • Flexibility
  • Technical:
  • Customer support ticketing system
  • Dashboards and reports - Zendesk Explore, BI Tools
  • Basecamp
  • Atlassian Confluence and Jira
  • Webhosting
  • Database
  • Cloud Computing
  • Troubleshooting
  • Customer Relationship Management
  • Diagnosis and Troubleshooting

Additional Information

  • Hobbies and Interests Cooking Digital Marketing

Work Preference

Work Type

Full Time

Work Location

Hybrid

Important To Me

Career advancementCompany CultureHealthcare benefitsWork from home option

Timeline

Module Lead Tech Support Engineer

Kyvos Insights
07.2020 - Current

Senior Tech Support Engineer

Kyvos Insights
07.2019 - 07.2020

Technical Support Engineer

Kyvos Insights
03.2019 - 07.2020

Support Escalation Lead

Ingram Micro, Teleperformance
03.2017 - 03.2018

Cloud

Ingram Micro, Teleperformance, Success
02.2016 - 03.2017

Technical Support Executive

Yahoo Small Business, Teleperformance
09.2015 - 02.2016

Masters of Technology - undefined

Sagar Institute of Research and Technology (SIRT)

Bachelor of Engineering -

Rajiv Gandhi Proudyogiki Vishwavidyalaya (RGPV)

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Amit Shekhar