Nitin Mehra
Nashik
Summary
Dependable Sr. Technical Support Executive with 18 years of helpdesk experience. Successfully assisted end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
17
17
years of professional experience
Work History
Sr. Technical Support Professional
POSNation Affiliated with Reliable Support Systems
Nashik
01.2022 - 05.2023
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Served as first point of contact for incoming technical service calls and emails.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Used remote login tools to assist clients with technical and product questions.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Demonstrated advanced product knowledge to solve customer issues.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Maintained up-to-date case documentation for future reference.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Monitored support activity trends to create problem resolution and solution reports.
Sr. Technical Support Executive
Aress Software & Education Technologies Pvt. Ltd.
Nashik
01.2018 - 01.2021
- Used remote login tools to assist clients with technical and product questions.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Developed and maintained strong relations with customers to meet quality expectations.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
Client Account Executive
FigMD
Pune
06.2016 - 12.2017
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
- Consultation with United States Doctor's Admin to analyze their Electronic Health Record system.
- Fetch data from the EHR to our programmed software to align the required keys.
- Online Conference calls via GoToMeeting and take screenshots to build the Registry for an annual submission.
- Resolved customer complaints regarding the Electronic Health Record systems.
Sr. Technical Support Executive
Aress Software & Education Technologies Pvt. Ltd.
Nashik
02.2011 - 05.2016
- Handled customer service issues by providing guidance or escalating for advanced support.
- Served as first point of contact for incoming technical service calls and emails.
- Used remote login tools to assist clients with technical and product questions.
- Demonstrated advanced product knowledge to solve customer issues.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Stayed abreast of latest software developments to enhance job knowledge.
- Monitored support activity trends to create problem resolution and solution reports.
Sr. Customer Support Executive
Plexus Netcon Pvt. Ltd
Nashik
03.2010 - 01.2011
- Conducted customer phone calls and in-person visits to maintain positive relationships.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Referred unresolved customer grievances to designated departments for further investigation.
- Promoted available products and services to customers during service, account management and order calls.
Sr. Customer Support Associate
WNS Global Services
Mumbai
01.2008 - 03.2010
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Consulted with customers to resolve service and billing issues.
- Improved customer service wait times to mitigate complaints.
- Educated customers on special pricing opportunities and company offerings.
Technical Support Executive
Sutherland Global Services
Mumbai
12.2005 - 01.2008
- Established continuous improvement initiatives to achieve KPIs.
- Maintained positive working relationship with fellow staff and management.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Hardware installation and configuration of Operating system
- Answered all kind of technical calls related to system hardware.
Education
Some College (No Degree) - Commerce
Subhash English High School
NashikSkills
- Technical Troubleshooting
- Interpersonal Skills
- Attention to Detail
- Teamwork and Collaboration
- Troubleshooting Network Issues
- Computer Diagnostics
- Help Desk Support
- Defect Analysis and Resolution
- Verbal and Written Communication
- Error Detection
- Resolving Problems and Incidents
- Hardware and Software Repair
- Application Installations
- Hardware and Peripherals
- Hardware Diagnostics
- Windows 10/11
- Call Center Operations
Languages
English, Hindi, Punjabi
First Language
English
Upper Intermediate
B2
Affiliations
- Member, Small Business Association (2008 - present)
Additional Information
To be associated with progressive organization that gives me scope to apply my educational and professional skills and provides me with advancement opportunity and knowledge empowerment.
- Unmatchable communication skills in written and verbal both.
- Strong motivational and logical skills.
- Ability to persuade people.
- Ability to produce the best result in pressure situations.
Timeline
Sr. Technical Support Professional
POSNation Affiliated with Reliable Support Systems
01.2022 - 05.2023
Sr. Technical Support Executive
Aress Software & Education Technologies Pvt. Ltd.
01.2018 - 01.2021
Client Account Executive
FigMD
06.2016 - 12.2017
Sr. Technical Support Executive
Aress Software & Education Technologies Pvt. Ltd.
02.2011 - 05.2016
Sr. Customer Support Executive
Plexus Netcon Pvt. Ltd
03.2010 - 01.2011
Sr. Customer Support Associate
WNS Global Services
01.2008 - 03.2010
Technical Support Executive
Sutherland Global Services
12.2005 - 01.2008
Some College (No Degree) - Commerce
Subhash English High School
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