Summary
Overview
Work History
Education
Skills
Timeline
Generic

Omkar Tile

Mumbai

Summary

Dynamic Technical Support Specialist with a proven track record at Oaky, enhancing SLA compliance by 25% through effective troubleshooting and engaging with cross-functional teams. Skilled in API testing and data analysis using SQL, I excel in driving customer satisfaction and optimizing support processes, consistently achieving high CSAT scores. *Immediate Joiner*

Overview

4
4
years of professional experience

Work History

Technical Support Specialist

Oaky
Mumbai
05.2024 - 05.2025
  • Resolved 15+ weekly software issues in web applications using Postman, cURL, and browser tools, contributing to a 25% improvement in SLA compliance.
  • Implemented automation in recurring support tasks, reducing MTTR by 30%, and improving ticket resolution efficiency.
  • Coordinated with cross-functional teams to catch and address 15 or more potential bugs per release cycle through UAT, and structured feedback.
  • Analyzed and tracked 5+ key support KPIs using SQL on MySQL/Postgres databases, leading to a 20% boost in team performance insights.
  • Conducted end-to-end testing of 100+ RESTful APIs, ensuring 99% uptime, and smooth integration for client systems.
  • Managed over 200 tickets monthly across ServiceNow and Intercom, consistently maintaining a CSAT score above 95%.
  • Analyzed ticket trends using ServiceNow custom dashboards to identify root causes, and reduce backlog.

Technical Support Associate

LRN Technologies Ltd
Mumbai
01.2024 - 05.2024
  • Provided phone and email support in a SaaS environment, consistently maintaining CSAT scores above 90% through clear communication and timely troubleshooting.
  • Managed 30 to 50 support tickets weekly using Salesforce, Zendesk, and BMC Remedy, ensuring efficient resolution within SLA targets.
  • Collaborated with engineering using ServiceNow tasks and problem records.
  • Analyzed support trends using SQL and spreadsheets to identify recurring issues and suggest process improvements.
  • Partnered with internal teams to escalate and resolve complex cases, reducing resolution time for priority tickets by 20%.

Technical Support Associate

Tech Mahindra Ltd
Mumbai
11.2022 - 01.2024
  • Logged and tracked customer issues using ServiceNow incident module, ensuring timely resolution in a SaaS-like setup.
  • Analysed issues with SQL and Excel; utilised tools like Salesforce, Jira, and Active Directory to streamline support operations.

Premium Product Consultant

Samsung Electronics India
Mumbai
01.2022 - 11.2022
  • Analyzed customer needs using data-driven insights and industry knowledge to tailor product recommendations.
  • Resolved queries, performed market analysis, and suggested optimal solutions to drive sales and consistently meet targets.

Trainee Aircraft Technician

Air India Engineering Services
Mumbai
06.2021 - 12.2021
  • Assisted senior technicians with routine aircraft inspections and basic maintenance to ensure safety compliance.
  • Conducted troubleshooting and minor repairs following standard procedures.
  • Maintained accurate maintenance records and adhered to safety protocols.

Education

Bachelor of Science -

University of Mumbai
Mumbai
01.2020

Skills

  • Troubleshooting and debugging
  • ServiceNow management
  • Cross-functional collaboration
  • Ticketing platforms like Intercom and Zendesk
  • Customer experience management
  • API testing and integration
  • Data analysis using SQL
  • Salesforce CRM
  • Technical documentation
  • Knowledge sharing

Timeline

Technical Support Specialist

Oaky
05.2024 - 05.2025

Technical Support Associate

LRN Technologies Ltd
01.2024 - 05.2024

Technical Support Associate

Tech Mahindra Ltd
11.2022 - 01.2024

Premium Product Consultant

Samsung Electronics India
01.2022 - 11.2022

Trainee Aircraft Technician

Air India Engineering Services
06.2021 - 12.2021

Bachelor of Science -

University of Mumbai

Similar Profiles

CREATE PROFILE
Omkar Tile