Sagar Hanumant Ilkar
Devgad
Summary
Experienced Product Support Specialist with 8 years of expertise in delivering high-quality technical and functional support for SaaS-based solutions, primarily within the legal-tech and healthcare domain. Proven ability to manage global customer interactions across diverse regions including the US, UK, Canada, India, and Australia, with flexibility to operate in multi-time zone environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Product Support Executive
Litera
01.2022 - Current
- Provide end-to-end product support for two legal-tech solutions—Foundation and Clocktimizer—both hosted on Microsoft Azure.
- Support a global customer base across the US, Canada, UK, India, and Australia, demonstrating flexibility in working various shifts to accommodate time zones.
- Utilize Salesforce as the primary ticketing system and Zoom for direct customer interactions.
- Collaborate with QA and Development teams using JIRA to report and track bugs, ensuring timely resolution and product stability.
- Contributed to the creation of comprehensive Help Center documentation, streamlining support processes for both customers and internal teams.
- Troubleshoot technical issues involving SQL queries, server configurations, and APIs, ensuring swift and accurate resolution of complex support tickets.
- Conduct pre-release software testing to identify bugs and validate fixes, actively participating in product enhancement cycles and quality assurance efforts.
Software Specialist
Eclinicalworks India private limited
06.2017 - 12.2021
- Provide technical support to US based clients regarding company’s EMR software.
- Find technical solutions on issues or queries related to unknown or new scenarios.
- Meet set SLA’s and SLR’s.
- Manage relationships with clients.
- Work with cross-functional teams as and when required.
- Report possible bugs in the software to Quality check team.
- Update the tickets in timely manner with proper documentation.
- Provide technical and workflow training related to product to newly hired candidates.
- Troubleshoot issues by doing RDP for Client-server practices, and for SAAS practices troubleshoot by connecting to eClinicalWorks App and database servers.
- Check the Tomcat logs to find exceptions and work with development team to resolve the same.
Executive Candidate Screening Cell
Collabera technologies private limited
02.2016 - 06.2017
- Doing first level screening of candidates based on their IT profile and forward the best candidates to the technical recruiter.
Education
P.G, Diploma - Advanced computing
Sunbeam
Pune01.2012
B.E. - Electronics
Finolex Academy
Ratnagiri, Mumbai01.2010
HSC -
Abhyankar Kulkarni Junior College
Ratnagiri, Kolhapur01.2006
SSC -
Sungrace High School
Pune01.2004
Skills
- Microsoft Azure
- Networking fundamentals
- MS SQL
- HTML
- Manual testing
- SAAS product
- Salesforce
- JIRA
- New relic
- API
Websites
Certification
Microsoft Certified: Azure Fundamentals
Disclaimer
I hereby declare that the above furnished information is true to the best of my knowledge.
Languages
- English
- Hindi
- Marathi
Personal Information
- Date of Birth: 06/07/88
- Nationality: Indian
- Marital Status: Married
Timeline
Senior Product Support Executive
Litera
01.2022 - Current
Software Specialist
Eclinicalworks India private limited
06.2017 - 12.2021
Executive Candidate Screening Cell
Collabera technologies private limited
02.2016 - 06.2017
P.G, Diploma - Advanced computing
Sunbeam
B.E. - Electronics
Finolex Academy
HSC -
Abhyankar Kulkarni Junior College
SSC -
Sungrace High School