Ashish Bhatt
Technical Support Analyst (L2)
Noida
Summary
Accomplished Technical Support Analyst with over 6 years of experience delivering high-impact solutions in logistics, supply chain, and CRM platforms. Skilled in resolving complex technical issues, optimizing system performance, and driving customer satisfaction through expertise in SQL, Linux, and API integration. Adept at collaborating cross-functionally to enhance processes and mentor teams. Seeking to leverage technical proficiency and customer-focused approach to excel in a dynamic IT role
Overview
6
6
years of professional experience
2
2
Languages
Work History
Technical Support Analyst (L2)
Brevo (formerly Sendinblue)
02.2023 - Current
- Diagnosed and resolved complex issues in CRM and digital marketing tools, reducing ticket resolution time by 25% and achieving 100% SLA compliance for enterprise clients.
- Collaborated with product teams to implement feature enhancements based on customer feedback, improving user experience and system reliability.
- Developed and delivered training materials for new hires, reducing onboarding time by 30% and enhancing team productivity.
- Analyzed recurring issues using monitoring tools (Grafana, DataDog), providing actionable reports to the CX team to prevent escalations.
Senior Technical Support Engineer (L2)
FarEye
06.2021 - 12.2022
- Led a team of 5 L1 engineers, mentoring them to resolve technical issues efficiently, resulting in a 20% improvement in the issue resolution rate.
- Reduced issue reports by 70% for Hindustan Zinc Limited by implementing proactive monitoring and permanent solutions for system bottlenecks.
- Partnered with development teams to troubleshoot API and platform issues, decreasing average resolution time by 15%.
- Documented processes and solutions in JIRA, ensuring compliance with deadlines and maintaining high service quality.
Technical Support Engineer (L1)
FarEye
08.2019 - 05.2021
- Resolved customer issues via ticketing systems (Freshdesk), achieving a 25% increase in customer satisfaction scores through clear communication and timely support.
- Documented technical issues and solutions, contributing to a knowledge base that improved team efficiency by 10%.
- Provided actionable troubleshooting guides to customers, empowering self-service and reducing ticket volume by 15%.
Education
B.Tech - Electronics And Communication Engineering
ABES Engineering College
Ghaziabad01.2019
Skills
Technical: HTML, CSS, JavaScript, SQL, Linux System Administration, Computer Networking (TCP/IP, DNS, VPN), API Testing & Integration, Bash Scripting, MongoDB, Cloud Platforms (AWS/GCP), Git
Timeline
Technical Support Analyst (L2)
Brevo (formerly Sendinblue)
02.2023 - Current
Senior Technical Support Engineer (L2)
FarEye
06.2021 - 12.2022
Technical Support Engineer (L1)
FarEye
08.2019 - 05.2021
B.Tech - Electronics And Communication Engineering
ABES Engineering College
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
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