DINESH MASAL
Mumbai,MH
Summary
Experienced Application Support Engineer familiar with user support and root cause analysis. Advanced knowledge of support operations and dedication to see issues through to end. Works well in remote and desk-side environments.
Overview
6
6
years of professional experience
Work History
Senior Support Engineer
Datanimbus Technologies Pvt Ltd
01.2024 - Current
- Improved overall system stability by conducting thorough root cause analysis on recurring issues and implementing corrective actions.
- Enhanced team efficiency by creating and maintaining comprehensive documentation of support procedures and best practices.
- Developed and implemented training materials for new hires, resulting in faster onboarding and increased productivity.
- Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.
- Managed multiple project timelines simultaneously, ensuring all deliverables were met within established deadlines without sacrificing quality or customer satisfaction levels.
Senior Software Engineer
Persistent Systems Ltd
10.2020 - 06.2023
- Implemented proactive monitoring systems to identify potential issues before they escalated into major problems.
- Resolved critical technical problems for clients, improving overall customer satisfaction.
- Mentored junior support engineers, fostering a positive learning environment and promoting professional growth.
- Strengthened relationships with clients through consistent follow-ups post-resolution to ensure ongoing satisfaction with support services.
- Reduced ticket escalations by implementing knowledge base articles that addressed common client concerns.
- Led training sessions for internal staff members, boosting their technical knowledge and skills in key areas of expertise.
- Provided expert guidance on software usage and best practices to improve client productivity.
Associate Consultant
Capiot Software Pvt Ltd
01.2019 - 09.2020
- Worked closely with developers to provide feedback on application designs based on user requirements.
- Addressed technical issues and guided end users through resolution.
- Supported software integration and implemented maintenance enhancements.
- Strengthened client relationships through effective communication and prompt resolution of concerns.
- Reduced downtime for clients by swiftly addressing and troubleshooting software defects and bugs.
- Performed root cause analysis on recurring issues, implementing long-term resolutions to prevent recurrence.
Education
Bachelor of Engineering - Computer Science
K.C College of Engineering & Management Studies &
Thane, India05.2018
HSC - Science
V.Z. Vaze College of Science, Arts And Commerce
Mulund East02.2014
SSC -
N.G. Purandare High School
Mulund West, India03.2012
Skills
- Application support
- Software Development
- ITIL Knowledge
- Debugging
- Technical Analysis
- Excellent Communication
Hobbies
Traveling
Playing Cricket
Listening to Music
Languages
English
Advanced (C1)
Marathi
Advanced (C1)
Hindi
Upper intermediate (B2)
Timeline
Senior Support Engineer
Datanimbus Technologies Pvt Ltd
01.2024 - Current
Senior Software Engineer
Persistent Systems Ltd
10.2020 - 06.2023
Associate Consultant
Capiot Software Pvt Ltd
01.2019 - 09.2020
Bachelor of Engineering - Computer Science
K.C College of Engineering & Management Studies &
HSC - Science
V.Z. Vaze College of Science, Arts And Commerce
SSC -
N.G. Purandare High School
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