Sapandeep Minhas
Senior Engineer
Indore
Summary
Senior System Engineer with 6+ years of experience. An IT professional experience in Windows, Office 364 and Networking with excellent communication and technical skills. Quick learner, team player and easily adapts to new technology. Looking for a new opportunity to utilize my technical skills for the growth of the organization as well as to enhance knowledge.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Senior Engineer (Product Support)
Worldpay India Pvt Ltd
9 2022 - Current
- Provided Tier 1 and Tier 2 support for enterprise software applications.
- Investigated, diagnosed, and resolved complex technical issues with the help of SQL queries.
- Created and maintained technical documentation for new product releases and updates.
- Assisted in the development and implementation of new features and functionality using SQL procedures.
- Provided support for multiple software applications.
- Investigated and resolved customer issues.
- Coordinated with cross-functional teams to resolve complex issue.
- Provide support using Salesforce, Service now.
Service Desk Analyst
SCORG International Consulting Pvt. Ltd
09.2021 - 09.2022
- Appointed to work for Cognizant Technologies.
- Uses experience to address user technical issues and interrogates database for potential solutions.
- Prioritizing and resolving IT concerns and escalates complex or unresolved incidents.
- Avoiding service interruptions by performing system installations, updates, and maintenance procedures.
- Preparing training manuals and FAQ materials for easy-access end-user guidance.
- Documenting processes and maintaining service desk records.
- Making recommendations to optimize IT performance and to prevent future problems.
- Collaborating with internal departments to ensure that IT needs are met.
Technical Support Executive-II
Teleperformance
07.2018 - 02.2020
- Responsible for providing technical support on multiple cloud products.
- Resolve any customer technical issues through diligent research, reproduction, and troubleshooting.
- Work directly with staff in quality assurance, engineering, sales, operations, and administration to resolve problems.
- Read and work with other Technical Support Engineers on cases which will help cultivate that expertise.
- Escalate issues in a timely manner according to Standard Operating Procedures.
- Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies.
- Document all technical inquires, develop and review content for knowledge base.
Customer Service Representative
Teleperformance
05.2016 - 12.2017
- Acted as a point of resolution for customers who have complaints.
- Investigating and solving customer's problems, which may be complex or longstanding problems that have been passed on by customer service assistants.
- Improves customer service quality results by studying, evaluating, and redesigning processes.
- Following correct escalation procedures to Line Management or Customer Relations.
- Deal with complex customer situations and aggrieved, angry and frustrated customers.
- Ensure all relevant procedures are followed from beginning to resolution.
Education
B.Pharmacy -
Sri Aurobindo Institute of Pharmacy
09.2011 - 05.2015
Skills
Soft Skills
- Time management
- Experience in both voice and non voice processes
- Detail orientated
- Poised under pressure and meticulous attention to details
Timeline
Service Desk Analyst
SCORG International Consulting Pvt. Ltd
09.2021 - 09.2022
Technical Support Executive-II
Teleperformance
07.2018 - 02.2020
Customer Service Representative
Teleperformance
05.2016 - 12.2017
B.Pharmacy -
Sri Aurobindo Institute of Pharmacy
09.2011 - 05.2015
Senior Engineer (Product Support)
Worldpay India Pvt Ltd
9 2022 - Current
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