Leeladhar Meel
Senior Technical Support Engineer
Bhiwadi
Summary
Flexible Technical Support Engineer with 13 years of experience and helping clients globally to solve their technology challenges to run smooth operations. With a reputation for service excellence in critical situations, I go above and beyond the core requirements to ensure that customer issues are resolved and that proposed solutions will achieve the intended outcomes for customer satisfaction.
Expertise in Technical Support systems and complex environments. Commended for rapidly and effectively resolving downtime and efficiently solving the customer urgent issues. Talented professional with leading experience in Cloud Application, Cloud Software Support. Highly skilled Support Engineer have exceptional support ability and extensive knowledge of Support. Have excellent analytical and problem-solving skills and a strong ability to work with critical software.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Senior Technical Support Engineer
Salesforce.com India Private Limited
Hyderabad
01.2020 - Current
- Served as primary point of contact for support relating to owned solutions and products.
- Delivered Tier-3 support and SME input to internal and external customers.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Documented faults and bugs for referral to development staff for use in updates.
- Performed root cause analysis of reported issues to enact corrections.
- Communicated with stakeholders to share critical technical information and deliver project updates.
- Extensive experience in Salesforce Service Cloud with specialization in Field Service Lightning.
- Extensive experience in writing and troubleshooting Apex, Visualforce, batch processes, Lightning Web Components (LWC), REST APIs, web services, triggers, Salesforce DX and Flows
- Extensive experience in security and data visibility settings – Profiles, Roles, Permission Sets, Validation Rules
- Experienced in requirements gathering and developing user stories.
- Experienced in translating functional and non-functional requirements to system requirements.
- Experienced in cloud applications, relational databases and web technology.
- Devising solutions for customers that address concerns, resolve issues & increase satisfaction
- Experienced in writing Technical Design Documents.
- Excellent Technical Knowledge Article writing skill
- Excellent presentation skills with strong client facing and consulting skills
- Delivering against challenging targets in sales technology delivery settings
- Leading technical conversations & influencing others based on needs and solution benefits
- Creating and delivering presentations incorporating persuasive messages to technology and business audiences.
- Well-developed expertise in software along with hands on software development and delivery experience, including Integration, API Management, and related SDLC.
- Executing business application users enablement activities (onsite/virtual)
- Managing complex customer interactions and situations to devise solutions that address concerns and elevate satisfaction.
Application Support Engineer
ClickSoftware India Pvt. Ltd.
Gurgaon
05.2018 - 12.2019
- Improved application performance through optimization of flow processes.
- Supported software integration and implemented maintenance enhancements.
- Addressed technical issues and guided end users through resolution.
- Partnered with development team on product development and application support plans.
- Conducted scheduled system upgrades to maximize performance.
- Application log analysis for reported complex issue
- FIeld Service Software Support for Salesforce
Senior Engineer-Systems
Net 4 Network Services Limited
New Delhi
11.2016 - 05.2018
- Monitored employee performance to keep projects on task.
- Designed and implemented quality control processes to facilitate customer satisfaction.
- Monitored and evaluated engineering performance to recommend improvements.
- Website Support -HTML , ASP.Net
- Maintained IIS Server Performance in heavy load
- Cloud storage and cloud support
- Database support and performance analysis
- Maintained Customer Support SLA
- Managed Bank Website Support
- Adhered to timelines to meet quality assurance targets.
- Performed preventive maintenance and repairs on mechanical equipment.
- Mentored and coached entry-level and junior engineers to improve talent and boost skill levels.
- Coordinated engineering team for projects in commercial and industrial development.
- Trained and mentored junior engineers, providing guidance and direction.
Senior Engineer-Systems
Net 4 India Ltd.
Noida
07.2016 - 11.2016
- Evaluated sites to determine soil adequacy for handling building foundation loads.
- Identified needed parts to keep equipment in top operating condition.
- Promoted teamwork and demonstrated effective communication skills to improve collaboration among personnel.
- Conducted tests to determine success of product performance.
- Determined project specifications by thoroughly studying performance standards, requirements and technical studies.
- Developed and implemented proactive maintenance practices.
- Moved to Another division Net4 Networks Private Limited
Support Engineer
Sanchay Tech
New Delhi
09.2012 - 07.2016
- Played Technical Support Engineer Role for Complex ERP Solution
- Worked on Asp.Net Project with Software Engineers to support the customer requirements
- Customer requirements analysis for implementations
- Patched software and installed new versions to eliminate security problems and protect data.
- Provided Technical support to Technical users in 24/7 uptime environment, often working double shifts to accommodate time zones.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Education
Bachelor of Technology - Computer Engineering
Shekhawati Engineering College
Dundlod 06.2007 - 08.2011
MTech - Software Systems
Birla Institute of Technology
Pilani 07.2015 - 06.2017
Skills
Performance Optimization
Software Debugging
Root cause analysis
Bug tracking
Technical documents comprehension
Mobile APK Compilation
Customer service expert
Software diagnosis
Staff education and training
Application support
Customer relationship management
Support system management
Technical fault tracking
Remote Diagnostics
LWC
Apex
SOQL
Visualforce
FLOW
Timeline
Senior Technical Support Engineer
Salesforce.com India Private Limited
01.2020 - Current
Application Support Engineer
ClickSoftware India Pvt. Ltd.
05.2018 - 12.2019
Senior Engineer-Systems
Net 4 Network Services Limited
11.2016 - 05.2018
Senior Engineer-Systems
Net 4 India Ltd.
07.2016 - 11.2016
MTech - Software Systems
Birla Institute of Technology
07.2015 - 06.2017
Support Engineer
Sanchay Tech
09.2012 - 07.2016
Bachelor of Technology - Computer Engineering
Shekhawati Engineering College
06.2007 - 08.2011