Sanmesh Patel
Ahmedabad
Summary
- Technical Support Engineer with over 8 years of experience in enterprise application support and troubleshooting.
- Proficient Technical Support Engineer with expertise in MS SQLServer and Windows Server. Demonstrated ability in proactive problem-solving and optimizing database performance, ensuring high availability and customer success.
- Proficient in SQL Server, basic Python scripting, API testing, manual testing, and Windows Server administration.
- Demonstrated ability to manage incidents and change requests using Jira, Zoho, and ITSM workflows.
- Expertise in root cause analysis, task automation, and enhancing application performance in high-availability environments.
Overview
8
8
years of professional experience
2
2
Certifications
Work History
Technical Support Engineer
Bankai Infotech Ltd (Panamax Inc.)
Ahmedabad
12.2023 - Current
- Provide remote technical support and troubleshooting for .NET-based web applications hosted on Windows Server environments, ensuring 99.9% uptime and system reliability.
- Manage and monitor Windows Server performance, including CPU, memory, services, and event logs, using tools like Event Viewer.
- Perform proactive monitoring and alert response for application and infrastructure health, reducing incident frequency.
- Analyze and interpret service logs, IIS logs, and SQL logs to identify root causes and implement preventive measures for recurring issues.
- Troubleshoot and resolve complex SQL Server performance issues, including slow queries, deadlocks, and index optimization, ensuring database efficiency and high availability.
- Work extensively with IIS (application pools, worker processes, web.config, and event logs) for deployment, configuration, and issue resolution.
- Conduct server health checks, log monitoring, and patch management, applying Windows and SQL Server security updates to maintain compliance and stability.
- Automate log analysis and server monitoring tasks using Shell/Python scripting, improving operational efficiency, and reducing manual intervention.
- Collaborate with development teams to analyze service logs and enhance application performance, leading to a 98%+ issue resolution rate.
- Execute database backups, restores, and migrations, ensuring data integrity and business continuity.
Software Support Executive
Alpha-E Barcode Solutions Pvt Ltd
Ahmedabad
08.2023 - 10.2023
- Provided product support and troubleshooting with strong expertise in SQL Server (queries, stored procedures), ensuring system reliability and efficiency.
- Worked on Windows Server environment, IIS, service logs, and application pool for web-based applications.
- Delivered immediate, in-person technical support, quickly diagnosing and resolving problems to minimize downtime.
- Handled customer queries via chat, email, and phone calls, maintaining high responsiveness and resolution accuracy.
- Consistently achieved KPI targets for call quality, ticket quality, and closure rate, contributing to improved customer satisfaction, and team performance.
PCB Power India Ltd
PCB Power India Ltd
Ahmedabad
12.2022 - 07.2023
- Assisted customers with difficult technical issues, quickly diagnosing and resolving problems to minimize downtime.
- Performed ticket quality checks, and ticket queue management.
Operation Support Analyst
PMC Retail India Pvt Ltd
Vadodara
09.2021 - 09.2022
- Generated and delivered periodic reports for customers, ensuring accuracy and timely availability of business insights.
- Executed SQL queries based on customer requirements, supporting data analysis, and customized reporting.
- Monitored servers and enterprise applications using AppDynamics tools, proactively identifying and resolving performance issues.
Customer Experience Assistant
Stemmons Business Pvt Ltd
Vadodara
09.2018 - 09.2021
- Resolved technical issues for customers via chat, email, and calls.
- Providing status and updates on tickets to authorized users.
Executive Support Specialist
Kotak Securities Pvt Ltd
Vadodara
12.2017 - 07.2018
- Back office executive assisting in various business operations.
- Responsible for performing general administrative task and customer support.
Education
Bachelor of Engineering - Electronics And Communications
Visveswaraya Technological University
Belgaum07-2011
XII -
G.N.P.School,CBSE Board
Sambalpur05-2007
Xth -
G.N.P.School, CBSE Board
Sambalpur04-2005
Skills
- Skills: MS SQLServer, API testing, manual testing, ITSM, incident management, customer success, Windows Server, IIS, basic Python, basic Linux, and PowerShell
- Tools: JIRA, Fresh Services, Freshdesk, Postman, AppDynamics, monitoring tool, ZOHO
Certification
Course on Manual Testing and
Selenium Web Drive Framework
using Java from UNICODE
Technologies.
Selenium Web Drive Framework
using Java from UNICODE
Technologies.
Timeline
Technical Support Engineer
Bankai Infotech Ltd (Panamax Inc.)
12.2023 - Current
Software Support Executive
Alpha-E Barcode Solutions Pvt Ltd
08.2023 - 10.2023
PCB Power India Ltd
PCB Power India Ltd
12.2022 - 07.2023
Operation Support Analyst
PMC Retail India Pvt Ltd
09.2021 - 09.2022
Customer Experience Assistant
Stemmons Business Pvt Ltd
09.2018 - 09.2021
Executive Support Specialist
Kotak Securities Pvt Ltd
12.2017 - 07.2018
Bachelor of Engineering - Electronics And Communications
Visveswaraya Technological University
XII -
G.N.P.School,CBSE Board
Xth -
G.N.P.School, CBSE Board