Bhoopendra Singh
Jaipur
Summary
Technical Support Executive managing incident escalation, SLA recovery, and cross-team troubleshooting across cloud and application support workflows. Leads issue coordination with DevOps, developers, QA, and client stakeholders to shorten downtime and improve service continuity. Prepares performance and incident reporting, sending reports weekly, monthly, and yearly to keep stakeholders aligned on system health and resolution progress.
Overview
2
2
Languages
2
2
Certifications
4
4
years of professional experience
Work History
Technical Support Executive
Q3 Technologies
05.2024 - Current
- Hands-on experience with AWS, Azure, Jira Service Desk, CMS, Postman API, network monitoring tools, Office 365, and web services APIs to support client operations, troubleshoot issues, and ensure system efficiency.
- Skilled in collaboration with cross-functional teams (DevOps, developers, QA) to streamline deployments and fixes.
- Experience managing user accounts, roles, and access controls in AWS and Azure to maintain secure environments.
- Performed continuous real-time monitoring to detect and resolve application issues proactively.
- Prepared reports on application performance, detailing CPU utilization, request counts, and system status, to inform stakeholders of web and mobile platform health.
- Created incident reports documenting issues, resolution timelines, and updates to ensure stakeholders remained informed.
- Monitored system performance and addressed alerts, coordinating with clients to troubleshoot applications and ensure minimal downtime.
- Effective written and verbal communication skills, supporting collaboration across teams and stakeholders.
- Trained new team members on support protocols and best practices for customer interaction.
Technical Support Executive
Teleperformance
04.2022 - 04.2024
- Providing technical assistance and support to customers via phone, chat, or email.
- Monitored and resolved issues related to Microsoft commercial products, including Office, servers, and cloud services.
- Utilized CRM and Dynamics 365 tools to track activities and manage issue resolution progress.
- Ensured customer satisfaction through empathetic communication and effective issue resolution.
- Collaborated with internal teams to escalate and resolve complex issues, meeting SLA timelines.
- Documented customer interactions, technical issues, and resolutions with accuracy to support knowledge base development.
- Identified client needs and challenges to recommend suitable Microsoft commercial products.
- Built and maintained strong relationships with key decision-makers in enterprise accounts to drive business growth.
- Collaborated with cross-functional teams to align product offerings with client requirements and ensure seamless delivery.
- Utilized CRM tools to track sales activities, manage pipelines, and monitor progress.
- Stayed updated on Microsoft’s commercial product portfolio and industry trends to provide effective client solutions.
Education
Bachelor of Engineering Technology - Civil Engineering
RBS Engineering Technical Compus
Bichpuri, Agra 04.2001 -
High School Diploma -
SMT. SVDM Inter Callage
Kiraoli, Agra 04.2001 -
Skills
AWS
Jira Service Desk
Site24x7
Postman
Microsoft Office 365
Incident management
Troubleshooting
SLA management
Access management
Knowledge base documentation
Client communication
Escalation coordination
Cross-functional collaboration
Service reporting
Ticket documentation
Additional Information
Project Details:
1. First Group (FG)
Managed daily Train Operating Company (TOC) activities and prepared periodic incident and health-check reports. Performed 24/7 application monitoring to identify and escalate system alerts to Project Owners, Developers, and Business Analysts, ensuring timely analysis, resolution, and service continuity.
2. Worldwide Tech Services (WWTS)
Managed work orders for key US clients, ensuring SLA adherence and timely task completion. Coordinated the resolution of network and hardware issues while managing logistics and maintaining accurate site and geolocation data. Updated site addresses to prevent service gaps, improve field-service coordination, and ensure seamless support delivery.
Certification
Certified Professional AutoCAD 2013 - MSME Business Forum India.
Timeline
Technical Support Executive
Q3 Technologies
05.2024 - Current
Technical Support Executive
Teleperformance
04.2022 - 04.2024
Bachelor of Engineering Technology - Civil Engineering
RBS Engineering Technical Compus
04.2001 -
High School Diploma -
SMT. SVDM Inter Callage
04.2001 -
Hobbies & Interests:
Traveling, continuous learning, exploring new places and opportunities, and playing cricket.