Summary
Overview
Work History
Education
Skills
Languages
Timeline
CustomerServiceRepresentative
Sanjeet Upadhyay

Sanjeet Upadhyay

Operation Team Leader
Gurgaon,HR

Summary

Experienced technical support specialist with a strong history at Well Tech Static, skilled in customer service and telecom support. Known for solving complex problems, improving customer satisfaction through clear communication and detailed documentation. Consistently surpasses performance goals and helps team members improve with best practices.

Overview

12
12
years of professional experience

Work History

Sr. Tech Support Associate

Well Tech Static
09.2018 - 04.2021
  • Increased support quality with thorough troubleshooting and problem-solving techniques.
  • Monitored employee and customer interactions to assess quality of service.
  • Exceeded customer expectations by going above and beyond standard support protocols when necessary, resulting in increased satisfaction rates.
  • Consistently met or exceeded performance metrics, showcasing dedication to providing exceptional support services.
  • Balanced multiple tasks simultaneously, maintaining focus on delivering optimal outcomes for each client interaction.

Technical Support Engineer

Mattsenkumar
04.2015 - 09.2018
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Mentored junior members of the team on best practices in issue resolution techniques.

Quality Analyst

Hyperquality Ind Pvt Ltd
12.2012 - 04.2015
  • Analyzed quality and performance data to support operational decision-making.
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Developed and maintained quality assurance procedure documentation.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

Technical Support Associate

Intarvo Technologies Private
03.2009 - 12.2012
  • Recorded and maintained relevant notes for each client and work order.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Resolved issues with systems, hardware and telephones quickly and accurately.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Maintained detailed records of customer interactions and resolutions, facilitating data-driven improvements in support processes.
  • Utilized remote assistance tools to diagnose and resolve technical issues, minimizing downtime for clients.
  • Used ticketing systems to manage and process support actions and requests.

Education

No Degree - Amazon Web Services

AWS
Aptron
04-2025

Computer And Information Systems

Doeacc Society
New Delhi, India
07-2007

Bachelor of Arts - Economics

MJP Rohilkhand University
Bareilly, India
08-2006

Skills

  • Customer service expertise
  • Customer relations
  • Telecommunications support expertise
  • Documentation skills
  • Relationship building
  • Client communication
  • Ticket management

Languages

English
Advanced (C1)
Hindi
Advanced (C1)

Timeline

Sr. Tech Support Associate

Well Tech Static
09.2018 - 04.2021

Technical Support Engineer

Mattsenkumar
04.2015 - 09.2018

Quality Analyst

Hyperquality Ind Pvt Ltd
12.2012 - 04.2015

Technical Support Associate

Intarvo Technologies Private
03.2009 - 12.2012

No Degree - Amazon Web Services

AWS

Computer And Information Systems

Doeacc Society

Bachelor of Arts - Economics

MJP Rohilkhand University

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Sanjeet UpadhyayOperation Team Leader