Summary
Overview
Work History
Education
Skills
Certification
Websites
PROFILES
Timeline
Generic

RAJIV SINGH

Nasik

Summary

Support Specialist with 4+ years of experience supporting SaaS, cloud, and data platforms across enterprise environments. Specialized in resolving complex issues involving ETL workflows, SQL data mismatches, and user access, with a consistent CSAT of 85%+. Proven track record in root cause analysis, incident management, documentation, and cross-functional collaboration with engineering and product teams. Skilled in modern data stack troubleshooting, including Snowflake, Databricks, and Power BI.

Overview

5
5
years of professional experience
2021
2021
years of post-secondary education
6
6
Certifications

Work History

Technical Process Specialist

Infosys Bpm, ltd
Bengaluru
12.2023 - Current
  • Managed end-to-end resolution of 250+ technical issues monthly across access, login, sync, and platform-level problems by working closely with engineering, product, and support teams.
  • Troubleshoot customer-impacting issues in data workflows involving tools like Databricks and Snowflake, identifying failures in transformation jobs, schema mismatches, and data load delays across reporting pipelines.
  • Used SQL and error log diagnostics to investigate missing or outdated data in dashboards and escalate backend failures to platform teams, improving root cause turnaround time by 25%.
  • Diagnosed and documented 20+ recurring incidents where Databricks notebook failures or cluster startup issues affected ETL job execution and supported engineering with clear environment context and sample records.
  • Conducted weekly Root Cause Analysis (RCA) sessions for data freshness and transformation reliability issues, helping reduce repeat incidents by 18%.
  • Validated data integrity and job output using SQL across Snowflake-stored tables, helping resolve over 100+ data mismatch cases tied to ETL pipeline failures.
  • Handled 350+ SLA-driven escalations quarterly, coordinating between engineering and success teams during major incident responses and ensuring accurate communication to stakeholders.
  • Authored and maintained over 10+ knowledge base articles, leading to a 20% increase in first-contact resolution.
  • Mentored 5 new team members on data platform basics, issue triage, and SQL validation techniques, with 90% of them meeting performance KPIs within the first month.
  • Collaborated with cross-functional teams to define ticket workflows and escalation paths for modern data stack-related issues, reducing misrouted tickets by 15%.

Technical Support Advisor

Concentrix Services India Pvt Ltd
Bengaluru
11.2022 - 12.2023
  • Handled technical support for over 200+ iOS users per week, resolving issues related to iPhones, iPads, and Apple ID authentication.
  • Delivered comprehensive iCloud support in more than 20+ cases weekly, helping users recover data, manage storage, and fix sync issues across multiple devices.
  • Assisted with Apple media services including iTunes, Apple Music, and App Store billing and access issues, handling 120+ such tickets monthly.
  • Troubleshot hardware and software concerns, achieving a first-call resolution rate of 85%, contributing to an overall CSAT score above 88%.
  • Exceptional customer service across phone and chat support channels, actively listening to concerns and maintaining a customer satisfaction rate of 85–90% throughout tenure.

Senior Operations Executive

Startek
Bengaluru
11.2020 - 07.2022
  • Provided technical assistance to over 15+ users per day, resolving issues related to operating systems, applications, and device functionality with a first-contact resolution rate of 85%.
  • Developed a strong understanding of client-specific business processes and supported 5+ enterprise customer accounts, ensuring customized support and alignment with service-level expectations.
  • Resolved 400+ application support and SQL-related incidents during tenure, involving account access issues, application crashes, and database inconsistencies.
  • Addressed and closed 95% of background check discrepancies within SLA, maintaining a professional tone in sensitive dispute cases.
  • Stayed up to date with evolving regulations and industry best practices, implementing 3 process improvements that increased accuracy and reduced check delays by 15%.
  • Delivered general support to employees and clients, handling 200+ inquiries monthly across multiple communication channels and resolving 90% within 24 hours.

Education

Bachelor of Science - Computer Science

KVN NAIK College, Savitribai Phule Pune University
Nasik
04.2020

Skills

Technical troubleshooting and root cause analysis

Incident, problem, and change management (ITIL principles)

ETL processes and data pipeline issue resolution

SQL for data validation and query debugging

Technical documentation and knowledge base creation

User access management and account provisioning

Verbal and written communication

SLA tracking and escalation handling

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Certification

Microsoft Certified: Azure Fundamentals AZ-900

PROFILES

LinkedIn: www.linkedin.com/in/rajiv-singh-28b038240

Timeline

Technical Process Specialist

Infosys Bpm, ltd
12.2023 - Current

Technical Support Advisor

Concentrix Services India Pvt Ltd
11.2022 - 12.2023

Senior Operations Executive

Startek
11.2020 - 07.2022

Bachelor of Science - Computer Science

KVN NAIK College, Savitribai Phule Pune University

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