Sachin S Shet
Bangalore
Summary
Experienced and dedicated IT professional with over 10 years of expertise as a Technical Support Manager and Implementation Engineer at Anush Infobase, Bangalore. Skilled in constructing robust logical frameworks for global competitiveness, efficient time management, and quality techniques. Successfully led teams to oversee infrastructure, application support, and security services, ensuring customer satisfaction through targeted technical solutions. Proven track record in managing intricate systems and devising innovative business solutions, providing comprehensive staff training, and implementing software solutions to optimize organizational processes within specified time frames.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Manager, Sales and Technical Support
Arog Technology Solution
Bangalore
12.2024 - 05.2025
- Initiated weekly calls with customers in order to assess their experience with our products and services and address any concerns they may have had.
- Ensured compliance with company policies, procedures and guidelines related to sales activities.
- Monitored performance metrics for sales reps including call times, resolution rates and upselling success rate.
- Created reports outlining key performance indicators for assessing overall effectiveness of the department's services.
- Developed and implemented strategies for increasing sales volume and improving customer loyalty.
- Monitored ticketing system queues for incoming requests from customers.
- Configured, maintained, and monitored computer systems for optimal performance.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Analyzed customer feedback data to develop action plans for improving services offered.
Technical Support Manager, Software Implementation
Anush Infobase
Bangalore
10.2014 - 10.2024
- Served as primary point-of-contact for troubleshooting inquiries from both internal team members and clients.
- Supported new product launches through seamless integration of new technologies into existing support frameworks.
- Evaluated existing procedures and made proactive adjustments to meet changing demands.
- Contributed to company growth by identifying up-sell opportunities during client interactions and coordinating closely with sales teams.
- Managed multiple complex projects simultaneously, proving adept at prioritizing tasks to maximize time efficiency without sacrificing quality or attention to detail.
- Conducted thorough testing and validation of implemented solutions, ensuring optimal performance and minimizing potential issues.
- Reduced downtime and improved overall system performance by conducting regular maintenance checks and implementing necessary updates.
- Developed strong relationships with clients, leading to high customer satisfaction rates and repeat business.
- Improved system efficiency by implementing new software solutions and optimizing existing processes.
- Streamlined project management for successful on-time and within budget delivery of client projects.
- Proactively identified areas for improvement within current processes, leading to enhanced operational efficiency and productivity.
- Provided expert guidance during all phases of system implementation, contributing to project success and client satisfaction.
- Assisted clients with monitoring all software implementation.
- Delivered comprehensive training programs for end-users, facilitating smooth adoption of new technology systems.
- Created statistical reporting policies and procedures currently serving as optimal performance benchmarks.
- Performed various tests on processes and prepared documents.
- Established and conducted quality control programs to verify construction projects met required quality standards.
- Negotiated contracts with vendors and suppliers to keep material costs within set budgets.
- Presented project information and status updates to customers and fielded concerns.
- Analyzed existing structures to create plans for modifications and improvements.
- Increased team productivity by implementing an effective ticketing system for tracking cases and monitoring progress.
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Developed comprehensive training programs to continuously upskill the technical support team.
- Kept abreast of industry trends by participating in workshops, conferences, and other professional development activities.
- Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.
- Improved customer relationships through proactive communication and follow-ups on resolved issues.
- Analyzed support trends to identify opportunities for product enhancements or additional training resources.
- Increased customer satisfaction ratings to [95]%.
Board Level Programmer
Digital Circuits Private Limited
Bangalore
02.2012 - 09.2014
- Create new programs for Printed Circuit Board (PCB) assemblies, set up and operate surface mount technology (SMT) machines, including, screen printer, SMT pick and place machine, reflow oven and automotive optical inspection (AOI) machine.
- Provide daily status and process communications via e-mail to SMT machine operators on other shifts.
- Developed continuous integration tool to streamline deployment.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Service Engineer
Hindustan Aeronautic Limited
Bangalore
06.2011 - 01.2012
- Researches, develops, designs, and also tests electrical components, equipment, and also systems, applying principles techniques of electrical engineering.
- Directs activities to make sure that manufacturing, construction, installation, and also operational testing conform to functional specifications customer requirements.
- Engaged in first-level support for customers requiring routine support and troubleshooting.
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Education
Bachelor of Science -
Karnataka State Open University
MYSORE01.2015
Diploma - Electrical and Electronics
Karnataka University
BANGALORE, INDIA01.2012
Skills
- Windows 7
- Windows XP
- Windows 8
- Windows 81
- Windows 10
- Windows Server 2008
- SQL Server 2008
- Dot Net
- Crystal Report 12
- Mozilla Firefox
- Chrome
- Internet Explorer 8
- RIP
- EIGRP
- OSPF
- C
Certification
CISCO CERTIFIED NETWORK ASSOCIATE [CCNA], NIIT, Bangalore, Karnataka, 560039, India
Languages
- English, Advanced (C1)
- Hindi, Bilingual or Proficient (C2)
- Kannada, Bilingual or Proficient (C2)
- Konkani, Bilingual or Proficient (C2)
Personal Information
- Date of Birth: 04/19/88
- Nationality: Indian
- Marital Status: Married
Timeline
Manager, Sales and Technical Support
Arog Technology Solution
12.2024 - 05.2025
Technical Support Manager, Software Implementation
Anush Infobase
10.2014 - 10.2024
Board Level Programmer
Digital Circuits Private Limited
02.2012 - 09.2014
Service Engineer
Hindustan Aeronautic Limited
06.2011 - 01.2012
Bachelor of Science -
Karnataka State Open University
Diploma - Electrical and Electronics
Karnataka University
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