Sameer Bagul
Mumbai,India
Summary
Over 10 years of experience in customer support and operations management. Dedicated professional with a strong background in customer support and application support, excelling in analytical problem-solving and critical thinking. Proven ability to lead teams and drive continuous improvements through a customer-focused approach. Can deliver seamless troubleshooting and problem-solving solutions, backed by comprehensive knowledge of modern tech and software. Adept at data analysis, remote desktop assistance, and product troubleshooting, with exceptional verbal communication skills. Committed to learning new things and achieving excellence in all tasks undertaken.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
Work history
Technical support executive
Uffizio
Vashi, Maharashtra
09.2024 - Current
- Managed support for telematics solutions across key customer projects, including Trakzee, Flitrack, Startup, and Taskeye, ensuring seamless implementation, issue resolution, and customer satisfaction.
- A Single Point of Contact (SPOC) for handling both software and hardware-related queries on a daily basis.
- Conducted customer training sessions and addressed queries related to system functionality
- Delivered consistent end-to-end technical support by analyzing issues, providing solutions, and addressing queries related to new software enhancements.
- Provided regular updates on stakeholder queries and kept them informed about the progress. Communicated with stakeholders to ensure smooth resolution and confirmed with the customer once the issue was resolved.
- Analyze the API document, Understand input parameters, request/response structures, methods (GET, POST, PUT, DELETE), and authentication methods. Testing the API on Postman through the API document and coordinated with relevant teams to integrate API.
- Communicated with the customer via Google Meet, Zoom, Microsoft Teams, or Remote Desktop to gather detailed information about new enhancements, and passed all relevant details and documents to the appropriate team for implementation.
Customer support associate
Trimble Inc.
Pune, Maharashtra
06.2019 - 08.2024
- Managed telematic solutions to India's Leading Oil and Gas Company (Bharat Petroleum Corporation Limited) with a fleet size of 5000+ in PAN India with across 46 locations.
- Implementation of VTS in the fleet and Integration with VC Smart App.
- Single point of contact for the customer, app developer and engineering team for issues.
- Delivered consistent and end to end technical support, providing all types of report, Co-ordinated for fleet installation and service, analysing issues and giving solutions.
- Coordinating for procurement of VTS and SIM Inventory. Managed the inward and outward fleet unified master sheet for PAN India.
- Provide training to stakeholders and users of VC Smart, FMS App.
- Resolved customer queries over phone and by email
Operations manager
Saba Technosoft
Kalyan, Maharashtra
11.2015 - 05.2019
- Developed and managed fleet management solution to India’s largest private power company (Adani Electricity) with fleet size of 350+ as per standard requirements, and also to provide telematics solution to BMC (Brihan Mumbai Municipal Corporation) work which is known as LIVE-SCADA with the fleet size 800+ as per standard requirement.
- Delivered the best solution platform for business processes and utilising existing technical resources. Implemented VTS devices installation along with a designed action plan of field projects across 30+ locations in India.
- Telematics support and Daily/Weekly and Monthly MIS reporting to customers.
- Leading team of 20 field engineers deputed at PAN India.
- Managed inward and outward register of VTS device and SIM inventory.
- Provide training to stakeholders of W2track and LIVE-SCADA app.
Senior field technician
Plexitech Technology Pvt. Ltd.
Mumbai, Maharashtra
05.2011 - 10.2015
- Communicated with customers to determine needs and the nature of service required.
- Demonstrated excellent technical and communication skills to explain solutions to customers and confirm customer satisfaction with repair.
- Provided technical training to customers and junior technicians on new equipment installations.
- Installed different feature types of VTS in vehicles Like as Plain VTS, VTS device with temperature sensor, VTS device with door sensor, VTS device with fuel sensor, VTS device with RF-ID card reader, VTS device with camera.
- Installed ICAS system in BMC and PWD project ICAS system is used for monitoring road construction which is helpful for BMC (Brihan Mumbai Municipal Corporation) and PWD (Public Works Department) work
Field technician
PCS Technology
Andheri, Maharashtra
12.2008 - 04.2011
- Communicated with customers to determine needs and the nature of service required.
- Demonstrated excellent technical and communication skills to explain solutions to customers and confirm customer satisfaction with repair.
- Delivered exceptional customer service to build positive relationships with customers and increase customer satisfaction.
- Installed different feature type of VTS in vehicle Like as Plain VTS, VTS device with temperature sensor, VTS device with door sensor and VTS device with immobilizer relay.
Education
High School Diploma - SSC
Matoshri Sarlabai Mhatre Vidyalaya
Dombivali, Maharashtra 06.2004 - 03.2005
High School Diploma - HSC (Commerce)
Tilaknagar Collage
Dombivali, Maharashtra 06.2006 - 03.2007
ITI - Electronics
Father Agnel Technical (Polytechnic) Collage
Ambarnath, Maharashtra 07.2007 - 04.2008
Skills
- Learning new things
- Good communication
- Customer Support
- Product troubleshooting
- Analytical problem-solving
- Team Leadership
- Continuous improvements
- Critical Thinking
- Achiever
- Data Analysis
- Customer-Focused approach
- Remote desktop assistance
- Strong verbal communication
- Application support
Languages
English
Intermediate
Hindi
Fluent
Marathi
Fluent
Affiliations
- Watching and Playing Cricket
- Fitness Workout
- Listening Song
- Carrom and Chess
- Learning new technology
TOOLS
MS Outlook
MS Excel
MS Word
MS Power Point
JIRA
Hubspot
Postman
Jenkins
Elastic
Tableau
Google Sheet
Google Docs
Timeline
Technical support executive
Uffizio
09.2024 - Current
Customer support associate
Trimble Inc.
06.2019 - 08.2024
Operations manager
Saba Technosoft
11.2015 - 05.2019
Senior field technician
Plexitech Technology Pvt. Ltd.
05.2011 - 10.2015
Field technician
PCS Technology
12.2008 - 04.2011
ITI - Electronics
Father Agnel Technical (Polytechnic) Collage
07.2007 - 04.2008
High School Diploma - HSC (Commerce)
Tilaknagar Collage
06.2006 - 03.2007
High School Diploma - SSC
Matoshri Sarlabai Mhatre Vidyalaya
06.2004 - 03.2005
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