DIKSHANT SOMKUWAR
Technical Analyst | Technical Support | Technical Support Engineer
Narkhed,MH
Summary
Resourceful and detail-oriented Technical Support Analyst with 3 years of experience in application support, hardware/software troubleshooting, and defect tracking. Proficient in Jira, root cause analysis, and Agile methodologies for resolving technical issues efficiently. Adept at managing incidents, documenting solutions, and collaborating with cross-functional teams to ensure seamless IT operations. Strong problem-solving and customer service skills, with a proven ability to deliver reliable support in fast-paced environments.
Overview
3
3
years of professional experience
6
6
Certificates
3
3
Languages
Work History
Account Manager
RedMango Analytics
05.2024 - 09.2024
- Company Overview: Company specializing in data analytics and software solutions
- Provided application troubleshooting & product support for subscription and payment systems
- Managed tickets, ensured SLA-bound resolution, and documented technical issues with root cause analysis
- Collaborated with product teams to recommend process & product improvements
- Increased customer ROI by supporting adoption and best practices
Inside Analyst - SaaS Application Support
A V Advance Vision System (Darsa.ai)
05.2022 - 09.2023
- Served as the first point of contact (L1 support) for client-reported technical issues, ensuring resolution within SLA.
- Troubleshot subscription and application problems, logging and tracking defects in Jira.
- Handled POCs for clients, validating new features and solution implementations before deployment.
- Conducted onboarding sessions and trained end-users, improving adoption and reducing repetitive support tickets.
Senior Technical Analyst - SaaS Application Support
A V Advance Vision System (Darsa.ai)
11.2021 - 04.2022
- Investigated escalated client issues through bug replication, log analysis, and root cause analysis (RCA).
- Partnered with engineering teams on technical fixes, implementation support, and deployment improvements.
- Documented troubleshooting processes to expand the knowledge base for faster resolutions.
Technical Support Service Analyst - Internship
A V Advance Vision System (Darsa.ai)
08.2021 - 11.2021
- Delivered Level 1 support for clients and escalated unresolved issues to higher-level teams.
- Standardized troubleshooting documentation, reducing response times and improving efficiency.
Education
Bachelor of Science - Mechanical Engineering
Sinhgad Institute of Technology (SIT)
Pune, India 04.2001 -
Skills
Technical Support & IT Service: Hardware & Software Troubleshooting, Incident & Ticket Management, Root Cause Analysis, SLA Management
Certification
Python - Coursera
Timeline
Account Manager
RedMango Analytics
05.2024 - 09.2024
Inside Analyst - SaaS Application Support
A V Advance Vision System (Darsa.ai)
05.2022 - 09.2023
Senior Technical Analyst - SaaS Application Support
A V Advance Vision System (Darsa.ai)
11.2021 - 04.2022
Technical Support Service Analyst - Internship
A V Advance Vision System (Darsa.ai)
08.2021 - 11.2021
Bachelor of Science - Mechanical Engineering
Sinhgad Institute of Technology (SIT)
04.2001 -
LANGUAGES
English Professional
Hindi Professional
Marathi Professional
Projects
IT Helpdesk & System Monitoring – Technical Support Analyst Role Simulation
08/2021 - 09/2023
- Simulated IT Helpdesk environment for Level 1/2 support.
- Used Jira for ticket logging, categorization, and escalation.
- Troubleshot hardware/software issues and created a knowledge base.
- Conducted root cause analysis and documented solutions for recurring problems.
Labour Safety Management System Using AI/ML
11/2021 - 04/2022
This project focuses on developing a real-time facial detection system using AI/ML
- Built an AI system using YOLO and OpenCV to detect PPE and helmet compliance from live CCTV feeds.
- Achieved 85% accuracy with real-time alerts for safety violations.
- Integrated with Darsa.ai dashboard for monitoring and reporting.
- Performed testing, training, and optimization for reliable performance.
Awards
Client Retention, Maintained 90%+ client retention through proactive customer engagement, Process Improvement, Recognized for building process workflows & documentation that reduced issue recurrence
Projects
Labour Safety Management System Using AI/ML
11/2021 - 04/2022
This project focuses on developing a real-time facial detection system using AI/ML
- Built an AI system using YOLO and OpenCV to detect PPE and helmet compliance from live CCTV feeds.
- Achieved 85% accuracy with real-time alerts for safety violations.
- Integrated with Darsa.ai dashboard for monitoring and reporting.
- Performed testing, training, and optimization for reliable performance.
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