Guneet Singh Bajwa
New Delhi
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Astute incident manager proudly offering several years' experience in tackling issues that are considered high priority and finding effective methods to limit impact. An enthusiastic leader remaining composed in very stressful environments. Skilled in remediation planning and execution.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Engineer (L2)
Salesforce Pvt. Ltd
05.2019 - Current
- Resolving customer queries, which are related to Click Product Modules (Click Schedule, ClickMobile, CEM, ClickAnalyze, Logic, and Optimization) and SFS Product (Field Service lightning)
- Handling both types of client cloud and on-premises
- Handling the issues related on a severity basis and trying to resolve them ASAP with the coordination of other teams if needed
- Responsible for responding to customer requests that have been escalated from Tier 1 support analysts, and delivering product-related presentations to the stakeholders
- Led cross-functional teams in real-time incident resolution, coordinating efforts across IT, security, and operations departments
- Conducted comprehensive Root Cause Analysis (RCA) for major incidents, implementing corrective actions
- Developed and maintained incident management protocols aligned with ITIL best practices, improving process efficiency and compliance
- Acted as the primary communication liaison during incidents, providing regular updates to stakeholders and ensuring transparent, timely information flow
- Prepared detailed post-incident reports and analysis, presenting findings to senior management and recommending strategic improvements
- Have to answer technical questions, solve technical problems and suggest appropriate workarounds related to supported applications
- Performing various DB activities like DB backup & restore, checking the table’s data, etc
- Analysis of Application issues, identifying the root cause and addressing the same to the vendors for the fixes, if required
- Analyzing the performance of Windows Servers
- Have to create knowledge base materials dedicated to operational efficiency while also empowering and enabling the Salesforce community
- Working on APIs and REST calls & Basic Network troubleshooting
- Performing the Software installation, patch upgrade, Database backup activities, raising and tracking Jira request
- Analyzing the Logs like HAR File analysis, centralized logs, event viewer, Integration, performance log for investigation of the issue and suggesting a good solution to the Customer accordingly
- Configuration & Troubleshooting SSO/SAML related issues
- Having experience on CRM concepts which includes Objects, Roles, Fields, Customizations, Approval processes, Validation rules, Data loader, Workflow rules, Process Builder, Sandbox Lifecycle, Managed Packages, etc
- Working on Kibana, Grafana, HAR and Splunk tools for searching logs for troubleshooting issues
- Effectively managed Critical Incidents Updates and Key Account escalations
- Served as SME for Click-Dashboard, Service optimization Suite and Salesforce Field Service
- Served as Swarm lead for Salesforce field service and investigated GUS investigation related to SFS managed Package
- Delivered Tier-3 support to internal and external customers
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Served as primary point of contact for support relating to owned solutions and products
- Maintained response times to support business continuity
- Performed root cause analysis of reported issues to enact corrections
- Explained technical information in clear terms to promote better understanding for non-technical users
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems
- Worked with customers to understand needs and provide excellent service
- Engaged in tool and process improvements to streamline customer success activities and services
- Developed and executed solutions to customer needs and drivers through hands-on engagement
- Provided Technical Training to the New Joinee of the Click product as well as the Salesforce product
- Managed the team of 6 people out of 35 in maintaining their roaster’s, KPI’s etc
- Primary Contact in escalations
- Maintaining Team KPI’s Dashboard.
System Engineer
IHS Markit
03.2017 - 05.2019
- Respond to requests for technical assistance by following prescribed procedures
- Research reported incidents using available information sources and tools
- Diagnose, triage and resolve hardware, software and network-related incidents
- Log all contacts and document all the activities and results accurately and completely within the incident management tool
- Responsible for Linux/Unix, VPN access, Access to shared folder, shared drive, internal company website, shared drive access, mailbox & distribution list creation, security group administration, etc
- Assign unresolved tickets to the appropriate support team
- Proactively monitor, follow up and expedite the resolution of assigned and pending tickets
- Identify and escalate tickets requiring urgent attention and action
- Stay current with system information, changes and updates
- Adhere to work schedules, attendance and leave policies
- Global administration of Cisco user’s account Extension Assigning & IPCXX Assignment
- Hunt Group Creation
- Line Group Creation
- Softphone Account administration
- IP Communicator installation
- Agent Line creation
- Part of the complete Domain migration
- Completed the ITIL V3 Foundation Certificate
- Taking care of Leaver’s process for company (Deleting all the accesses, Phone account removal, etc)
- Made leaver process automated
- Create the new user as the joiner process
- Create the extension for the new users, creating the email accounts, Adding user in the predefined groups
- Enable all the access for new user
- Handle the transfer process.
System Engineer
Niit Technologies
01.2016 - 03.2017
- Responsible for AS400, UNIX production & Vendor VPN access through AS400 and Putty & EMC after verifying Change Requests (CRQs)
- Troubleshooting and configuration of Windows / AS400 Operating Systems and MS office Configuration and tweaking of Desktop Services
- Handling AS400 & Windows login related issue & account reset/unlock
- Logical skills to troubleshoot customer / proprietary windows AS400 & applications
- Primary responsibility was to facilitate the technical bridge during Priority 1 & Priority 2 incidents by providing general focus and direction to ensure participants are engaged and moving forward towards restoring service, or implementing a workaround, as quickly as possible and sidewise sending all incident notifications as per process and categorize and prioritize incidents by adding required work-logs and notes
- Evaluate the situation and gathers all the facts from the teams and coordinating with departments ensures all required technical resources are notified and engaged on the technical bridge
- Ensures the ITIL-based Incident Management/Problem Management process is followed and to ensure tasks and escalations are performed within required timeframes and Manage incidents effectively throughout its life cycle as per ITIL v3 standard
- Ensures functional and hierarchical escalations are performed in time
- The incident ticket must document with all technical activities, error messages, screen shots, resolutions implemented, etc
- Close coordination with other Support groups for resolving all issues within SLA and participation in daily review meetings discussing the incident occurred across shifts and domains
- Hosting teleconferences both with technical teams and with business and ensuring the delivery of communication during each priority 1 and priority 2 incident to the target audience
- Consistently drive service improvement and maintain accurate reports on incident, help in service improvement.
Education
Master in Computer Application -
Amity University Distance Learning
Bachelor in Computer Application -
Guru Gobind Singh Indraprastha University
Senior secondary -
Guru Harkrishan Public School
Secondary -
Guru Harkrishan Public School
Skills
- Multi-tasking
- Coordination
- Reasoning
- Analytical skills
- Problem solving
- Logical thought processes
- VPN
- Cisco
- Hunt Group Creation
- Line Group Creation
- Technical Support
- Application Support
- ClickSoftware
- Field Service Lightning
- Customer queries
- Cloud
- On-premises
- Escalated support
- Incident resolution
- Root Cause Analysis
- Incident management
- Communication
- Post-incident reports
- Technical questions
- Technical problems
- DB activities
- Application issues
- Root causes
- Windows Servers
- Knowledge base materials
- APIs
- REST calls
- Network troubleshooting
- Software installation
- Patch upgrade
- Database backup
- Log analysis
- SSO/SAML troubleshooting
- CRM concepts
- Kibana
- Grafana
- HAR
- Splunk
- WireShark
- HTTP Toolkit
- Critical Incidents Managment
- Key Account escalations
- SME
- Tier-3 support
- Troubleshooting methods
- Non-technical communication
- Process improvements
- Client engagement
- Technical Training
- Team management
- Technical assistance
- Logging
- Ticket management
- System administration
- Team Management
- Escalation Management
- ITIL V3 Foundation Certificate
Certificateachievements
- ITIL V3 Foundation Certified
- Manual and Basic of QTP Testing Certified from Ducat
- Click Certified
- Salesforce Administrator Certified
- Salesforce Service Cloud Administrator Certified
- Salesforce Application Builder Certified
- Salesforce Platform Developer 1 Certified
- Salesforce Field Service Consultant
Health
Excellent
Personal Information
- Date of Birth: 06/07/1993
- Nationality: Indian
- Marital Status: Unmarried
Languages
English, Hindi, Punjabi
Extracurricular Activities
Awarded first position in LAN gaming by Guru Nanak Institute of Management. Participated in Seminar of Brain Based Learning with Technological Support. Participated in 2-day training on Robotics workshop by The Garage Member of school & college cricket team Event organizer in many school and college annual day functions and other technical events
Projects
Student Data Record System, Kalka Institute for Research & Advance Studies, New Delhi, 4, 6 months, The project was developed as a final year college project. In this project, the student are facilities by the online system for registering students and changing password, add/ drop subjects, about courses, fee structure and to see rules & regulations., Requirement gathering, Designing, Testing and Documentation., VB.Net, SQL Server
Certification
ITIL V3 Foundation Certified
Manual and Basic of QTP Testing Certified from Ducat
Click Certified
Salesforce Administrator Certified
Salesforce Service Cloud Administrator Certified
Salesforce Application Builder Certified
Salesforce Platform Developer 1 Certified
Salesforce Field Service Consultant
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Punjabi
Upper Intermediate (B2)
B2
Affiliations
Participated in Seminar of Brain Based Learning with Technological Support.
Participated in 2- day training on Robotics workshop by The Garage
Member of school & college cricket team
Event organizer in many school and college annual day functions and other technical events
Accomplishments
- Best Performer (4 times)
- 5 Years Achievement Award
- Awarded first position in LAN gaming by Guru Nanak Institute of Management.
- Awarded with a spot award (02 times) for delivering the best performance in customer satisfaction within the team.
- Appreciated many times by senior leadership for driving the critical Projects to the solution successfully.
Timeline
Technical Support Engineer (L2)
Salesforce Pvt. Ltd
05.2019 - Current
System Engineer
IHS Markit
03.2017 - 05.2019
System Engineer
Niit Technologies
01.2016 - 03.2017
Master in Computer Application -
Amity University Distance Learning
Bachelor in Computer Application -
Guru Gobind Singh Indraprastha University
Senior secondary -
Guru Harkrishan Public School
Secondary -
Guru Harkrishan Public School
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