Kishon Patel
Support Analyst | Technical Problem Solving & Data Management Expert
Summary
Experienced Support Analyst and L3 Support Engineer with over 3 years in the Transportation and Logistics industry, specializing in technical problem-solving and data management. Proven track record of exceeding sales targets, managing dealer relationships, and delivering impactful client solutions. Equipped with an MBA and a B.Tech degree, offering a unique combination of analytical expertise, leadership abilities, and client-focused skills to drive success in dynamic, data-driven roles.
Overview
7
7
years of professional experience
18
18
years of post-secondary education
Work History
Support Analyst
Transporeon India Private Limited
07.2021 - Current
- Expert-Level Support & Troubleshooting: Provide L3 support, leveraging in-depth knowledge of systems, programming, databases, and architecture to resolve the most complex technical problems efficiently.
- Advanced Tools & Technology Proficiency: Skilled in utilizing advanced tools like Jira for issue tracking, Grafana for performance monitoring, Studio 3T for MongoDB management, and Postman for API testing, ensuring optimal system functionality and rapid issue resolution.
- Data Analysis & Excel Expertise: Expert in Microsoft Excel, with advanced capabilities in creating pivot tables, analyzing complex datasets, generating insightful graphs, and automating calculations to support data-driven decision-making processes.
- Data Processing & MongoDB Management: Highly experienced in managing large datasets and ensuring reliable data handling through MongoDB, optimizing data processing practices for accuracy and efficiency.
- Comprehensive Problem Solving & Root Cause Analysis: Excel in performing detailed analyses of product issues, identifying root causes, and troubleshooting complex technical challenges, guaranteeing prompt and effective solutions.
- Incident Management & SLA Adherence: Oversee incident management and resolution processes, collaborating with cross-functional teams to escalate and resolve issues, ensuring strict adherence to Service Level Agreements (SLAs) for timely delivery.
- Client Communication & Documentation: Demonstrate strong communication skills, working closely with clients and stakeholders to resolve technical issues, and providing detailed documentation of solutions to facilitate product improvements.
- Process Automation & Monitoring: Proactively automate recurring tasks through scripting to enhance operational efficiency, while consistently monitoring system performance and issues using Grafana to maintain seamless system operations.
Sales Representative (Freelancer)
Kodland
05.2021 - 07.2021
- Marketed computer learning courses to children aged 6-17 across Europe, specializing in basic computer knowledge, programming, and digital creativity
- Developed and executed tailored sales strategies to effectively address the needs of different customer segments, maximizing conversions and customer satisfaction
- Leveraged strong customer relationship management (CRM) techniques to maintain a high level of client retention and brand loyalty
- Conducted market research to identify new business opportunities, enhancing overall sales and expanding the customer base
- Provided clear and engaging product presentations to prospective clients, simplifying complex technical concepts for various audiences
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
Assistant Manager, Sales
M/S JK Equipment
07.2019 - 11.2020
- Collaborated with sales and marketing teams to drive business growth in Odisha and Hyderabad, focusing on compressor systems and heavy machinery applications
- Led sales expansion efforts in Odisha and Hyderabad, identifying new business opportunities and establishing long-term dealer relationships in key regions
- Utilized in-depth technical expertise in compressor systems to provide clients with tailored solutions, driving product adoption in the water well, mining, and pneumatic tool sectors
- Coordinated with sales and marketing teams to create and implement targeted sales strategies, increasing overall market penetration and revenue
- Mentored and supported junior sales staff, enhancing team performance and achieving sales targets through effective coaching and collaboration
- Cultivated strong relationships with key clients, ensuring high levels of customer satisfaction and repeat business within competitive industries
- Established a strong rapport with vendors and suppliers, negotiating favorable terms that resulted in cost savings for the organization.
- Analyzed sales data to identify areas for improvement, implementing targeted strategies that led to increased performance across all metrics.
- Maintained thorough knowledge of industry trends and competitor activity in order to inform strategic decision-making processes within the organization.
- Resolved escalated customer complaints quickly and professionally, maintaining high levels of customer satisfaction while protecting company interests.
- Managed a team of sales representatives, resulting in improved productivity and higher customer satisfaction.
- Worked closely with supply chain partners to ensure timely delivery of merchandise, preventing inventory shortages or delays that could impact sales performance.
Sales and Marketing Intern
Cargomen Logistics Private Limited
04.2018 - 06.2018
- Supported market research and lead generation efforts while gaining cross-functional exposure to various business departments
- Conducted market research and analysis to identify emerging business opportunities, contributing to the development of targeted marketing strategies
- Gained hands-on experience in cross-departmental functions, including CDC, freight forwarding, logistics, and specialized services, broadening understanding of the business
- Collaborated with the sales and marketing teams to support campaign execution, tracking performance, and offering insights for optimization
- Contacted prospective customers through phone calls and emails to develop business.
- Demonstrated willingness and interest in learning new tasks and skills.
Education
MBA - Marketing, Operations, Supply Chain
Woxsen School of Business
Hyderabad, India 06.2017 - 04.2019
Bachelor of Science - Electrical & Electronics Engineering
Institute of Technical Education And Research
Bhubaneswar, Odisha 05.2012 - 06.2016
Intermediate -
Adyant Science College
Bhubaneswar, Odisha 04.2010 - 03.2012
School -
Ispat English Medium School
06.2000 - 03.2010
Skills
XML
CSV
JSON
JavaScript
SQL
NoSQL queries
MongoDB
Grafana
Jira
MS Office
Network troubleshooting
Application support
ITIL processes
SLA compliance
Ticket management
Technical assistance
Technical troubleshooting
Recordkeeping skills
Issue escalation
Data analysis
Issue and resolution tracking
Timeline
Support Analyst
Transporeon India Private Limited
07.2021 - Current
Sales Representative (Freelancer)
Kodland
05.2021 - 07.2021
Assistant Manager, Sales
M/S JK Equipment
07.2019 - 11.2020
Sales and Marketing Intern
Cargomen Logistics Private Limited
04.2018 - 06.2018
MBA - Marketing, Operations, Supply Chain
Woxsen School of Business
06.2017 - 04.2019
Bachelor of Science - Electrical & Electronics Engineering
Institute of Technical Education And Research
05.2012 - 06.2016
Intermediate -
Adyant Science College
04.2010 - 03.2012
School -
Ispat English Medium School
06.2000 - 03.2010