Salesforce
Raghvendra Jha
Technical Support Engineer
Pune,Maharashtra
Summary
Proactive and solutions-driven professional seeking a Technical Support/Service Desk role to leverage my academic background and technical aptitude. Known for analytical problem-solving, effective communication, and a commitment to delivering exceptional customer support. Eager to contribute to a dynamic team and ensure seamless IT service delivery.
Overview
3
3
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Helpdesk Support Representative
UPS Logistics
Pune
10.2023 - Current
- Delivered prompt and knowledgeable support to 50+ users per week, maintaining a 98% satisfaction rating by clearly explaining technical solutions and ensuring minimal downtime.
- Resolved 90% of Tier 1 and Tier 2 technical issues on first contact using structured troubleshooting methodologies, improving service efficiency and reducing ticket backlog.
- Provided remote support for 100+ incidents monthly across various operating systems and applications, guiding users with clarity, patience, and professionalism.
- Boosted user satisfaction by 20% through timely resolution of hardware, software, and network-related issues, adhering to established SLAs.
- Handled high-pressure user escalations with diplomacy, converting over 90% of negative cases into positive feedback through empathetic support and follow-through.
- Maintained comprehensive and accurate documentation of all user interactions and resolutions in the ITSM system, supporting knowledge sharing and continuous improvement.
Relationship Manager
Concentrix
Pune
10.2022 - 03.2023
- As a Relationship Manager at Concentrix, I supported Barclays’ internal IT helpdesk, efficiently handling and resolving 60+ support tickets daily related to software, hardware, and access issues.
- Delivered high-quality service with a 85% first-contact resolution rate and consistently met or exceeded SLA targets, contributing to improved team performance and user satisfaction.
Education
Bachelor - Mass Communication
St. Xavier's College of Management And Technology
Patna, India 01.2019 - 01.2022
Skills
Expertise
- Salesforce
- Full Serve
- Intercom
- Onfido
Software
Logmein
Goto assist
SMC
Technical Skills
- Salesforce
- Fullserve
- Logmein
- Goto assist
- OS Troubleshooting
- Printer Troubleshooting
- Web application support
Timeline
Helpdesk Support Representative
UPS Logistics
10.2023 - Current
Relationship Manager
Concentrix
10.2022 - 03.2023
Bachelor - Mass Communication
St. Xavier's College of Management And Technology
01.2019 - 01.2022
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