Ankur Bhatt
Team Lead
Nohar,UP
Summary
Desktop Engineer with 6+ years of experience in IT support, system administration, and customer service. Skilled at troubleshooting hardware/software issues, managing service desk operations, and ensuring smooth IT infrastructure. Strong background in ERP system support, SQL, and team leadership, with a proven record of delivering high-resolution rates and excellent customer satisfaction.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Team Lead
TechPerspect Software Private
02.2025 - Current
- Led a team of 20 IT support engineers, providing technical assistance for EV charging management software and connected charger networks, ensuring SLA adherence and customer satisfaction.
- Managed L2/L3 technical escalations related to OCPP- and OCPI-compliant systems, backend APIs, and cloud connectivity, ensuring seamless charger-to-network, and roaming interoperability.
- Collaborated with OEMs, field engineers, and software development teams to resolve issues in charger communication, firmware updates, and backend integrations.
- Monitored system health, charger uptime, transaction success rates, and network interoperability, driving proactive measures to maintain high service reliability.
- Defined and tracked key performance indicators (KPIs), such as incident response time, resolution rate, and system uptime, achieving consistent operational excellence.
- Conducted technical training and upskilling sessions for team members on EV charging standards (OCPP, OCPI), diagnostic tools, ticketing systems, and ITIL best practices.
- Acted as a Single Point of Contact (SPOC) for enterprise clients and OEM partners, providing clear communication, status updates, and performance reports.
- Worked closely with product and R&D teams to provide structured feedback on field issues, driving continuous improvement in software stability and user experience.
- Prepared and analyzed weekly MIS and trend reports, identifying recurring technical issues, and implementing preventive actions and process automation.
- Supported the organization’s sustainable mobility vision by enabling reliable, software-driven EV charging solutions across public and residential networks.
Team Leader – IT & Technical Customer Support
Tech Mahindra Ltd
05.2020 - 02.2025
- Streamlined daily operations by implementing process checklists and performance dashboards, improving overall team productivity by 20%.
- Collaborated with cross-functional teams to identify root causes of recurring issues, leading to a 15% reduction in repeat incidents.
- Monitored SLA adherence and turnaround times, ensuring consistent delivery of support within defined KPIs.
- Recognized with 'Employee of the Quarter' for exceptional leadership and service quality.
- Designed and delivered process training modules that enhanced technical proficiency and customer-handling skills across the team.
- Partnered with the QA team to audit support tickets, improving accuracy and compliance with ITIL standards.
- Supported system migration and tool transition initiatives, ensuring zero downtime, and seamless adoption for the support team.
- Introduced performance review frameworks and feedback sessions, fostering a culture of accountability and continuous improvement.
- Developed incident tracking and reporting templates to improve transparency and data-driven decision-making for management.
- Coordinated with escalation teams and technical experts to resolve high-impact client issues within agreed timelines.
Sr. Technical Executive CSA
Ienergizer
01.2018 - 12.2018
- Provided technical support for internal systems and booking platforms, ensuring seamless operations for customer service and back-office teams.
- Diagnosed and resolved hardware, software, and network-related issues across desktops, peripherals, and communication tools used in daily operations.
- Supported CRM, ticketing, and booking applications, troubleshooting login, connectivity, and data synchronization issues for end users.
- Managed email, chat, and remote support requests, ensuring timely resolution and adherence to internal SLAs.
- Collaborated with cross-functional teams, including the MMT ASSURED service division, to maintain system uptime and enhance customer service reliability.
- Assisted in system upgrades, patch management, and user account administration within the Windows and cloud-based environment.
- Maintained documentation of incidents, root cause analyses, and technical knowledge articles to support continuous improvement in IT support processes.
ERP Consultant Engineer (Testing + SQL)
SDT Software Solution (Doon Business School)
11.2014 - 12.2016
- Implemented and supported ERP systems, including installation, configuration, data migration, and testing.
- Conducted client requirement gathering, gap analysis, and provided training to end users.
- Customized and integrated ERP, with multiple systems, to streamline business operations.
- Developed and executed comprehensive test plans for ERP implementations, ensuring system functionality met business requirements.
- Collaborated with cross-functional teams to troubleshoot and resolve SQL database issues, enhancing overall system performance.
- Conducted user acceptance testing sessions, gathering feedback to refine ERP solutions and streamline workflows.
- Analyzed ERP system data using SQL queries, providing insights that informed strategic decision-making and operational improvements.
- Trained staff on ERP system functionalities, improving user adoption and reducing support requests by effectively addressing common challenges.
- Implemented automated testing processes, increasing testing efficiency and reducing time required for deployment cycles.
Data Entry Operator
HCL Infosystems
08.2014 - 10.2014
- Digitized existing post-office records and ensured data accuracy.
- Processed and verified large volumes of data with high accuracy, ensuring reliable information for operational decisions.
- Developed and maintained efficient data entry protocols, significantly improving workflow and reducing processing time.
- Collaborated with cross-functional teams to troubleshoot data discrepancies, enhancing overall data integrity across systems.
- Conducted regular audits of data entries to identify and rectify errors, supporting compliance with data management standards.
Education
B.Tech -
Uttarakhand Technical University
01.2014
Higher Secondary & Senior Secondary -
G.I.C. Jhulaghat
Pithoragarh, IndiaSkills
Team Leadership & Client Handling
Technical support expertise
Hardware & Network Maintenance
ERP Implementation & Support
IT Service Desk & Ticket Management
Microsoft Office Suite & Excel
Customer Relationship Management (CRM, Salesforce)
Interests
Playing Cricket, Football, Listening to Music, Travelling
Timeline
Team Lead
TechPerspect Software Private
02.2025 - Current
Team Leader – IT & Technical Customer Support
Tech Mahindra Ltd
05.2020 - 02.2025
Sr. Technical Executive CSA
Ienergizer
01.2018 - 12.2018
ERP Consultant Engineer (Testing + SQL)
SDT Software Solution (Doon Business School)
11.2014 - 12.2016
Data Entry Operator
HCL Infosystems
08.2014 - 10.2014
B.Tech -
Uttarakhand Technical University
Higher Secondary & Senior Secondary -
G.I.C. Jhulaghat