Gaurav Pandey
Sr. Technical Support Engineer
New Delhi
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
Helpdesk Support Engineer
Incedo Technology Solutions Limited
New Delhi
06.2019 - Current
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Mentored and guided employees to foster proper completion of assigned duties.
- Initiated timely response to emails, voicemails and written correspondence.
- Assisted with existing training programs.
- Coordinated weekly meetings for internal groups.
- Led team of 32 members while providing exceptional customer service.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching their goals.
- Managed over 500 interactions per day as group.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Performed root cause analysis and general troubleshooting.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Sr. Technical Support Engineer
Campus EAI Pvt Ltd. Gurgaon
Gurugram
05.2017 - 06.2019
- Awarded for following knowledgebase.
- Managed over 50 customer interactions per day.
- Solving issues for different Learning Management systems such as Blackboard, Canvas, and Moodle.
- Served as primary point of contact for support relating to owned solutions and products.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Maintained response times to support business continuity.
- Gathered trend data from customer calls and interactions.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Documented faults and bugs for referral to development staff for use in updates.
- Performed root cause analysis of reported issues to enact corrections.
Sr. Solution Engineer
Quatrro Global Services
New Delhi
09.2015 - 05.2017
- Designed enhancements and updates for subsystems of end-user applications software running on local, networked and Internet-based platforms.
- Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability and performance.
- Analyzed proposed technical solutions based on customer requirements.
- Provided guidance and mentored less-experienced staff members.
- Introduced agile methodologies and development best practices to division to enhance product development.
- Collaborated with clients to define solution requirements
Technical Sales Executive
iYogi Technical services
New Delhi
07.2014 - 09.2015
- Developed and executed product market strategy to determine distribution, price and promotion efforts.
- Conducted market analyses and presented findings to product team to develop and enhance product offerings.
- Prospected new customers to generate sales leads and increased revenue from existing clients.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
- Contacted customers and prospects to generate new business to achieve company growth goals.
- Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
- Maximized business potential by providing excellent customer service and ensuring 10% client retention.
- Initiated effective sales techniques and drove product sales to over $ 25000.
- Used consultative sales approach to understand and meet customer needs.
- Exceeded established sales goals and increased client retention.
- Exceeded sales goals, increased revenue and facilitated sales.
- Leveraged proven sales methods to increase revenue and surpass sales objectives.
Sr. Tele Sales Executive
V India Infosystems
New Delhi
01.2011 - 06.2014
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Identified issues, analyzed information and provided solutions to problems.
- Exceeded goals through effective task prioritization and great work ethic.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Worked with customers to understand needs and provide excellent service.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Worked flexible hours across night, weekend and holiday shifts.
- Resolved problems, improved operations and provided exceptional service.
Education
Bachelor of Science - Mathamatics
Veer Bahadur Singh Purvanchal University
Jaunpur 07.2001 - 07.2004
Intermediate - Science Education
Governmant Inter College
Ballia, Uttar Pradesh 07.1997 - 07.1999
High School Diploma -
Government Inter College
Ballia, Uttar Pradesh 07.1995 - 07.1997
Skills
Technical Support
Quality assurance
Hardware and software installation
Technical issues analysis
Staff education and training
Customer service expert
Complaint resolution
Account management
Application support
Data recovery
Timeline
Helpdesk Support Engineer
Incedo Technology Solutions Limited
06.2019 - Current
Sr. Technical Support Engineer
Campus EAI Pvt Ltd. Gurgaon
05.2017 - 06.2019
Sr. Solution Engineer
Quatrro Global Services
09.2015 - 05.2017
Technical Sales Executive
iYogi Technical services
07.2014 - 09.2015
Sr. Tele Sales Executive
V India Infosystems
01.2011 - 06.2014
Bachelor of Science - Mathamatics
Veer Bahadur Singh Purvanchal University
07.2001 - 07.2004
Intermediate - Science Education
Governmant Inter College
07.1997 - 07.1999
High School Diploma -
Government Inter College
07.1995 - 07.1997