C1
Open To Work
Kuber Pathak
Wipro Limited
Ghaziabad,Uttar Pradesh
Overview
Technical Support Professional and Analyst with 4+ years of experience at Wipro Limited serving US clients in SLA-driven environments. Analyzed ticket data and production logs to reduce repeat incidents by 20% and critical incidents by 40%, while maintaining 95% CSAT. Skilled in Excel reporting, KPI dashboards, ServiceNow, Salesforce, Linux operations, root cause analysis, and process improvement.
04+
Years of experience
01+
Certification
02+
Languages
06+
years of post-secondary education
Work History
10.2019 - 01.20244 Years 3 Months
Technical Support Engineer
Wipro Limited | Hyderabad, Telangana, India
- Provided Tier-1 support for US-based clients, diagnosing and resolving technical issues across email and chat
channels while maintaining 95% CSAT in an SLA-driven environment. - Triaged and assigned 50+ tickets daily across ServiceNow and Salesforce, resolving complex issues within SLA.
- Reconciled server and application records in a Salesforce-to-ServiceNow migration with zero data-integrity loss.
- Performed root cause analysis on support-ticket datasets using Excel PivotTables, then implemented resolutions
that reduced repeat incidents by 20%; separately, correlated production logs across teams to cut critical incidents by 40%. - Designed Excel KPI dashboards with filters for ticket inflow, workload distribution, and weekly trend tracking,
enabling 15% faster decisions in leadership reviews. - Built recurring daily and monthly trend reports in Excel, using VLOOKUP, COUNTIFS, IF, Conditional Formatting and PivotTables to surface operational KPIs for senior leadership.
- Developed internal troubleshooting guides and knowledge base articles that standardized resolutions across the team.
Education
M.Tech. | Computing Systems And Infrastructure
Birla Institute of Technology And Science, Pilani | Hyderabad | 08.2020 - 01.2024
Birla Institute of Technology And Science, Pilani - Hyderabad
08.2020 - 01.2024
- Work-Integrated Learning Program
Bachelors of Computer Application (B.C.A.)
Institute of Management Studies (IMS) | Ghaziabad, India | 09.2016 - 06.2019
Institute of Management Studies (IMS) - Ghaziabad, India
09.2016 - 06.2019
Skills
Personal Information
Title: Technical Support Engineer
Languages
Hindi
Advanced
English
B1
Intermediate
Certification
- Google Data Analytics, Coursera Jun '24
- Career Essentials in Generative AI, LinkedIn Learning Nov '23
Timeline
Birla Institute of Technology And Science, Pilani - M.Tech., Computing Systems And Infrastructure
08.2020 - 01.2024Read more
Technical Support Engineer
Wipro Limited
10.2019 - 01.2024Read more
Institute of Management Studies (IMS) - Bachelors of Computer Application (B.C.A.),
09.2016 - 06.2019Read more