Chirag Makwana
L2 Technical Support Engineer
Summary
Results-driven Technical Support Engineer providing exceptional troubleshooting and issue resolution to international clients. Strong knowledge of networking, operating systems, and Ticketing platforms, coupled with excellent communication and customer service skills. Overseeing all the new trainees & see to it that they're groomed perfectly. Adept at analyzing system performance and security to drive optimal user experience.
Overview
2
2
years of professional experience
3
3
Languages
4
4
years of post-secondary education
Work History
Technical Support Engineer L2 / Team Lead
POS Nation
Ahmedabad, GJ
12.2023 - 04.2024
- Providing feedback to the product development team based on recurring issues or customer feedback to help improve the product or service
- Configured hardware, devices, and software to set up workstations for employees.
- Stay updated on product developments, policy changes, known issues, user feedback, and a comprehensive understanding of the compliance domain, product, and supported integrations
- Proactively identify and address outages or critical issues, ensuring timely communication with engineers and managers
- Increased customer satisfaction ratings by 15% within six months.
- I have proven to reduce MTTR to 50% of cases.
- Responsible for the dissemination of policy and procedure information to their team as well as the enforcement and adherence to the same.
- Achieved a 95% first-call resolution rate, exceeding the company average.
Technical Support Engineer L1
POS Nation
03.2023 - 12.2023
- Attend IT Service requests raised by Users via telephone, email, or ticketing tools
- Delivers higher-level customer and technical support by resolving issues personally, collaborating with other departments to resolve or escalating issues to appropriate other parties for resolution
- Installation of applications as per the user requirements according to IT policy & compliance.
- Tracks, documents, and reports customer issues and resolution activities. Identifies, develops, and maintains standard responses for often-encountered technical issues and documentation gaps
- Identifies, evaluates, and prioritizes end-user problems and complaints to ensure that inquiries are successfully resolved.
- Reduced ticket backlog by 50% through efficient prioritization and resolution strategies.
- Achieved a 90% case resolution rate with zero escalations.
PMO Analyst
Crest Data Systems
02.2022 - 02.2023
- Communicate project/program management status to different stakeholders as required
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Manage work plan, tracking, and analytics for the program/project execution
- Responsible for the creation and maintenance of management dashboards and executive summaries
- Ensure completion of administrative tasks such as project operations support, deliverable management, communication support, and project/service management tooling support.
Education
B.Tech - Information Technology
Parul University
Vadodara 07.2018 - 01.2022
Skills
- Operating Systems: Windows (all versions), macOS, Linux/Unix
- Troubleshooting Tools: Remote desktop tools (eg, TeamViewer, Connect Viewer, AnyDesk),
- Ticketing Systems: JIRA Service Desk, Salesforce
- VoIP system:- Ring Central
- Networking: TCP/IP, DNS, DHCP, LAN/WAN, routers, switches, firewalls
- Software Applications: Microsoft Office Suite, email clients, web browsers (eg, Chrome, Firefox), antivirus software
- Virtualization: VMware, VirtualBox
- Security: Basic understanding of cybersecurity principles, malware detection, data protection
- Other: HTML & CSS, javascript, AWS (IAM, EC2, ELB, S3, EFS)
- Hardware: PCs, laptops, servers, printers, networking equipment diagnostics
- Technical Proficiency: Understanding of relevant technologies, hardware, and software
- Problem-Solving Aptitude & Active Listening
- Escalation Management
- Defect Analysis and Resolution
- Ticket management & Task Prioritization
- Documentation Development
Interests
- Motorsport
- Cricket
- Volleyball
- AI Art
Accomplishments
I achieved a leadership position to become the Lead Technical Support Engineer within a mere 10 months in my current company.
Timeline
Technical Support Engineer L2 / Team Lead
POS Nation
12.2023 - 04.2024
Technical Support Engineer L1
POS Nation
03.2023 - 12.2023
PMO Analyst
Crest Data Systems
02.2022 - 02.2023
B.Tech - Information Technology
Parul University
07.2018 - 01.2022
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