Piyush Punia
Meerut
Summary
Results-driven Technical Support Executive with two years of hands-on experience in resolving high-priority Mobile Device Management (MDM) issues, including MobiControl, device management, and network-related challenges. Expertise in collaborating with cross-functional teams, developers, and external partners to deliver timely and effective solutions that enhance operational efficiency. Proficient in Salesforce for ticketing and case management, consistently managing escalated customer calls, cloud upgrades, and OS migrations with a focus on customer satisfaction. Recognized for exceptional problem-solving abilities, clear communication skills, and a commitment to mentoring junior team members to elevate overall team performance.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Technical Support Specialist Level 1
SOTI Inc.
07.2023 - Current
- Collaborated with customers and product teams to diagnose critical device, network, and MobiControl-related problems, contributing to reduced resolution time for escalated cases.
- Collaborated with cross-functional teams, developers, and customer stakeholders to troubleshoot and resolve complex technical issues, ensuring timely and effective resolutions.
- Handled escalated customer calls and urgent tickets, including cloud upgrade failures and OS migration issues, ensuring minimal downtime and prompt resolution.
- Led knowledge-sharing efforts by mentoring junior team members and new joiners, enhancing overall team performance and issue-handling capacity.
- Handled ticketing operations through Salesforce, maintaining accurate case logs, tracking SLAs, and delivering support with a high degree of professionalism.
Web Development Intern
Readycoder Private Limited
06.2022 - 07.2022
- Worked on creating a web page with the help of HTML, CSS and Java Script.
Education
B.Tech - CSE
Galgotias University
Greater Noida01.2023
Intermediate Certificate -
Translam Academy International
Meerut01.2018
High School Certificate -
Translam Academy International
Meerut01.2016
Skills
- Mobile Device Management (MDM)
- Cross-functional Collaboration
- Problem-Solving
- Network Connectivity Troubleshooting
- Effective Communication
- Critical Thinking
Certification
- CCNA : Introduction to Networks
LANGUAGES
Hindi
English
Timeline
Technical Support Specialist Level 1
SOTI Inc.
07.2023 - Current
Web Development Intern
Readycoder Private Limited
06.2022 - 07.2022
B.Tech - CSE
Galgotias University
Intermediate Certificate -
Translam Academy International
High School Certificate -
Translam Academy International
PERSONAL STRENGTH
- Creativity
- Attention to Detail
- Team Player
- Adaptability Under Pressure