Peeyush Chandra Yadav
Bengaluru
Summary
Results-driven Technical Support Specialist with over 8 years of experience delivering end-to-end customer success and IT support across SaaS platforms, Google Workspace, and enterprise communication systems. Proven ability to improve operational efficiency, enhance client satisfaction, and optimize SLAs through proactive problem-solving and team leadership. Adept at cross-functional collaboration, knowledge management, and mentoring support teams to consistently exceed performance metrics.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Support Specialist - Tier I
Poppulo
Bengaluru
01.2024 - Current
- Delivered responsive technical support to customers through chat, email, phone, and screen sharing.
- Troubleshot and resolved software and platform issues for users.
- Documented problem-solving steps to maintain team visibility on issue resolution.
- Deepened understanding of Poppulo's products to provide advanced support.
- Collaborated with colleagues to share knowledge and enhance customer experience.
- Ensured follow-up on open issues to prevent oversights.
- Worked flexible hours to accommodate global customer needs and completed background checks as required.
- Collaborated with product teams to address software issues and enhancements.
- Trained new team members on support protocols and best practices.
- Assisted in troubleshooting hardware and software problems for users.
- Collaborated with other departments within the company when needed to resolve complex issues quickly and efficiently.
- Utilized ticketing systems to track and manage support requests effectively.
- Engaged in regular follow-ups with clients to ensure satisfaction with solutions provided.
Technical Process Specialist
Infosys (Client: Google Workspace)
Bengaluru
11.2021 - 12.2023
- Specialized in account recovery, hijacked account restoration, and suspended user troubleshooting for Google Workspace Admin Console users.
- Achieved 98% average CSAT on Google Workspace Insights through efficient ticket handling and proactive customer engagement.
- Performed end-to-end email and data migrations, maintaining 100% data integrity and uptime compliance across configured domains.
- Supported large-scale enterprise deployments of Workspace configurations and advanced DNS/DLP integrations.
Subject Matter Expert (SME)
Tech Mahindra (Client: British Telecom - Openreach)
Noida
12.2017 - 10.2021
- Designed and implemented improved network troubleshooting workflows that boosted client satisfaction to 95% across UK and international sites.
- Delivered technical training and created performance evaluation tools to upskill team members, reducing error rates by 20%.
- Liaised with senior audiences to translate business requirements into actionable network process improvements.
Technical Support Associate
MetLife Global Operations Support Centre
Noida
11.2013 - 06.2014
- Provided 1st and 2nd level technical support across 15 Fortune 500 clients, managing 100+ monthly incident tickets with high accuracy.
- Enhanced resolution speed by 35% through improved issue categorization and escalation handling.
- Maintained strong client relationships contributing to sustained 95%+ satisfaction scores.
Education
Post-Graduate Diploma in Management - International Business
Bhartiya Vidya Bhavan's Usha & Lakshmi Mittal Institute of Management (BULMIM)
Delhi01.2016
Bachelor of Commerce (B. Com) - Business Administration And Management
University of Delhi
Delhi01.2013
Class XII -
A.S.N. Senior Secondary School, CBSE
Delhi01.2010
Class X -
A.S.N. Senior Secondary School, CBSE
Delhi01.2008
Skills
- Salesforce administration
- Google Workspace management
- Account recovery
- Cloud troubleshooting
- Incident management
- Log analysis
- Windows Server administration
- OS troubleshooting
- Network management
- Firewall principles
- File structure management
- Remote support tools (RDP, LogMeIn, Datto RMM, TeamViewer, GoTo, Speakeasy)
- Cloud data migration
- Cloud administration
- Database management
- Technical troubleshooting
- Customer relationship management
- Training development
- Team leadership
- DHCP/DNS and firewall expertise
- Ticket management
Certification
- Salesforce Administrator - Udemy Certified
- Google Workspace (G Suite) Administrator - Udemy Certified
- ITIL Foundation Associate - Infosys LeX Certified
- Project Management for Non-PMs - Poppulo Learning Program
Accomplishments
- 96%+ Personal CSAT sustained over a 3-year period through process improvements and empathetic client engagement.
- Team Leadership: Led and coached a group of 20 associates, improving team CSAT by 60% and reducing ticket backlog by 25%.
- Process Innovation: Introduced structured FAQs and quick guides, decreasing average resolution times by 18%.
- US B1/B2 Visa: Approved in 2025 for 10 years (valid till 2035).
Personal Information
- Pan Number: ALNPY588NP
- Passport Number: N7784228
- Date of Birth: 04/01/92
- Visa Status: US B1/B2 Visa holder
Timeline
Technical Support Specialist - Tier I
Poppulo
01.2024 - Current
Technical Process Specialist
Infosys (Client: Google Workspace)
11.2021 - 12.2023
Subject Matter Expert (SME)
Tech Mahindra (Client: British Telecom - Openreach)
12.2017 - 10.2021
Technical Support Associate
MetLife Global Operations Support Centre
11.2013 - 06.2014
Post-Graduate Diploma in Management - International Business
Bhartiya Vidya Bhavan's Usha & Lakshmi Mittal Institute of Management (BULMIM)
Bachelor of Commerce (B. Com) - Business Administration And Management
University of Delhi
Class XII -
A.S.N. Senior Secondary School, CBSE
Class X -
A.S.N. Senior Secondary School, CBSE