C1
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 professional experience
01+
Certification
02+
Languages
Work History
10.2019 - 01.20244 Years 3 Months
Technical Support Engineer
Wipro Limited | Hyderabad, Telangana, India
- Acted as the first point of contact for US-based clients, diagnosing and resolving technical issues across email and chat channels.
- Managed ticket queue in ServiceNow/Salesforce—triaging, assigning, and routing tickets—while resolving account management tasks and patching/decommissioning Linux servers.
- Analyzed production system logs across teams, correlating incident patterns to identify root causes—reducing critical incidents by 40%.
- Performed root cause analysis on support ticket datasets using Excel Pivot Tables and patterns, implementing resolutions that reduced repeat incidents by 20%.
- 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 structured formulas and PivotTables to surface operational KPIs for senior leadership.
- Led data collection, cleaning, and reconciliation of server and application records during a Salesforce-to-ServiceNow migration, ensuring zero data integrity loss across CRM platforms.
- Developed internal troubleshooting guides and knowledge base articles that improved team resolution consistency.
Education
M.Tech. | Computing Systems And Infrastructure
Birla Institute of Technology And Science, Pilani | Hyderabad | 01-2024
Birla Institute of Technology And Science, Pilani - Hyderabad
01-2024
Bachelors of Computer Application (B.C.A.)
Institute of Management Studies (IMS) | Ghaziabad, India | 06-2019
Institute of Management Studies (IMS) - Ghaziabad, India
06-2019
Skills
Personal Information
Title: Technical Support Engineer
Languages
Hindi
Advanced
English
C2
Bilingual or Proficient
Certification
Timeline
Technical Support Engineer
Wipro Limited
10.2019 - 01.2024Read more
Birla Institute of Technology And Science, Pilani - M.Tech., Computing Systems And Infrastructure
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Institute of Management Studies (IMS) - Bachelors of Computer Application (B.C.A.),
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