Summary
Overview
Work History
Education
Skills
Websites
Certification
Disclaimer
Languages
Personal Information
Timeline
Generic

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
Pune
01.2012

B.E. - Electronics

Finolex Academy
Ratnagiri, Mumbai
01.2010

HSC -

Abhyankar Kulkarni Junior College
Ratnagiri, Kolhapur
01.2006

SSC -

Sungrace High School
Pune
01.2004

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

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Sagar Hanumant Ilkar