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
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
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