Sachin Thapliyal
New Delhi
Summary
Highly skilled Senior Technical Support Manager with over 8-years of experience in
delivering innovative IT initiatives, resource management and cross-functional
leadership. Possesses excellent problem-solving and critical thinking skills.
Overview
8
8
years of professional experience
Work History
Senior Technical Support Manager
Lucid LLC
Gurgaon
03.2021 - Current
- Working with leadership to determine strategic goals for the team
- Created and managed reporting for internal stakeholders via Salesforce, Power BI, and internal tools.
- Monitors team members performance and performs required appraisals.
- POC during the shift for any Escalations from the teams
- Planning and executing training/development for new hires
- Assigns necessary tasks to developers and provides direction and guidance for timelines, processes, milestones, reporting cadence, issue resolution, and documentation
- Debug API Integrations
- Maintaining stakeholder relationships for continued global collaboration.
- Create and review technical documentation.
Senior Technical Support Analyst
Lucid LLC
Gurgaon
03.2020 - 02.2021
- Managed support cases (Tier 3) and resolved all issues using Developer & API tool
- Tested bugs reported by the clients & shared them with the L2 team
- Assisted support analysts and provided necessary feedback
- Provided training to new technical support analysts.
Technical Support Analyst
Lucid LLC
Gurgaon
10.2018 - 02.2020
- Managed support cases (Tier 1 & Tier 2) and resolved all issues, evaluated resolution provided to confirm compliance with necessary guidelines
- Monitored client queries and assisted them with the help of email and chat support
- Educated users about the functionality of products, reporting tools, and quality initiatives.
Service Desk Analyst
British Telecommunication
Gurgaon
01.2018 - 09.2018
- Act as a single point of contact for phone calls from staff of British telecommunication present across the globe regarding IT issue and Queries.
- 1st Line support – Troubleshoot of IT related problems from In-house software to hardware such us WebTop laptops, Phones, Printers.
- Troubleshoot basic network issue such as ADSL Broadband issue.
- Logs calls in the Service Desk Call Logging system (BRIDGE).
- Take ownership of user problems and follow up to the status of problems on behalf of the user and communicate progress in a timely manner.
- To maintain a high degree of customer service for all support queries and adhere to all the service management principles.
- Reset passwords, configuring outlooks exchange profiles, Installing printers, Network support.
- Provide stats for the weekly Service Desk reports on call trends.
IT Executive
AMP Motors Pvt Ltd
Gurgaon
08.2015 - 01.2018
- Outlook Configuration and Support.
- IT Support to the organization and its Employee.
- Provide Support over Phone, Chat, remotely.
- Deploy & configure PCs, Workstation, and Laptops.
- Deployment of Firewall, Wi-Fi Router, Switches, PC, and its peripheral devices.
- Updating windows patches, application software, system software’s and anti-viruses.
- Investigating, diagnosing and resolve all network problems.
- Change the passwords and secret codes as per instructions given by senior.
- Repairing & Maintaining TCP/IP Networking and Hardware.
- Perform daily backup operations, ensuring all required file system and system data to the appropriate media.
Education
Master - Computer Application
Swami Vivekananda Subharti University
05-2018
Bachelor - Computer Application
GGSIPU
05-2014
Skills
- Budgeting
- Process Redesign
- API Analytics & Monitoring
- Performance Improvement
- Organizational Development
- Cross-functional Leadership
- Troubleshooting/Resolution
- Quality Assurance
- End-user Support
- Strategic Planning
- Team leadership
- Zapier
- Troops
- Excel
- Postman
- Kibana
- Power BI
- Salesforce
Timeline
Senior Technical Support Manager
Lucid LLC
03.2021 - Current
Senior Technical Support Analyst
Lucid LLC
03.2020 - 02.2021
Technical Support Analyst
Lucid LLC
10.2018 - 02.2020
Service Desk Analyst
British Telecommunication
01.2018 - 09.2018
IT Executive
AMP Motors Pvt Ltd
08.2015 - 01.2018
Master - Computer Application
Swami Vivekananda Subharti University
Bachelor - Computer Application
GGSIPU
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