MYSQL
Hi, I’m
Saurav Kumar
Technical Support Executive
Faridabad,Haryana
Summary
Reliable Technical Support Manager with progressive career history leading support teams in call centers. Proven strengths in Software testing and Database handling. Seeking opportunity in fast-paced environment with service-oriented mission.
Overview
3
years of professional experience
5
years of post-secondary education
3
Certifications
1
Language
Work History
SGATE TECH SOLUTION PVT LTD
Technical Support Executive
12.2022 - Current
Job overview
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Mentored junior technicians, fostering their growth and enhancing team performance.
- Maintained comprehensive documentation of customer interactions, ensuring seamless handoff between support staff.
- Developed customized training materials to facilitate end-user adoption of new systems and applications.
- Provided technical support to customers via phone, email and online chat.
- Tested and evaluated new technology for potential use in business.
- Developed and maintained customer relationships through effective communication and problem solving skills.
- Resolved technical queries related to product features, functionality, installation and configuration of software applications.
- Performed manual testing on web-based applications for functionality, usability and performance.
- Reported bugs with detailed reproduction steps in bug tracking system.
- Resolved customer service requests related to database errors or performance issues quickly and efficiently.
- Writing SQL Query for make change and Updating customer data at time of Implementation in software as per requirement.
- Developed MIS reports by Power BI to track customer service performance and identify areas for improvement.
- Developed reports using SQL queries to track progress against key performance indicators.
ENTAB INFOTECH PVT LTD
Technical Support Executive
08.2021 - 12.2022
Job overview
- Provided technical support to customers via phone, email and online chat.
- Resolved technical queries related to product features, functionality, installation and configuration of software applications.
- Assisted customers with troubleshooting network connectivity issues on their computers or other devices.
- Conducted remote sessions using remote access tools to investigate system errors.
- Ensured compliance with quality standards set by company when providing technical support.
- Managed high volume of tickets in helpdesk system, consistently meeting or exceeding response time targets
- Reduced call wait times by implementing effective time management techniques during high-volume periods
Education
LiverPool John Moores UniversityLondon
Master of Science from Data Science
01.2024 - Current
IIIT Bengaluru, India
PG Diploma from Data Science
12.2022 - 12.2023
Galgotias UniversityGreater Noida, India
Bachelor of Science from Forensic Science
08.2016 - 08.2020
Skills
Technical Troubleshooting
Training and mentoring
Relational Database Management
Ticket management
Escalation management
Customer Relationship Management (CRM)
Software
Microsoft Power BI
Jupyter Notebook
Git Hub
Certification
Certification name: DSC 48 3548 Cohort Bootcamp Certificates November Batch. Certification. URL :https://www.credential.net/e43d6db4-ad7d-4f1e-b0a6-a51b6b6a2457
Timeline
LiverPool John Moores University
Master of Science from Data Science
01.2024 - Current
Certification name: Executive PG Programme in Data Science_November 2022_IIIT-B and upGrad_Business Analytics Specialisation. Certification URL : https://www.credential.net/6565e382-9c81-46da-81b5-2733ee510c9d
12-2023
Certification name: Introduction to Structured Query Language (SQL) by hacker rank. Certification URL: https://www.hackerrank.com/certificates/a7081580063a
04-2023
Certification name: DSC 48 3548 Cohort Bootcamp Certificates November Batch. Certification. URL :https://www.credential.net/e43d6db4-ad7d-4f1e-b0a6-a51b6b6a2457
01-2023
Technical Support Executive
SGATE TECH SOLUTION PVT LTD
12.2022 - Current
IIIT
PG Diploma from Data Science
12.2022 - 12.2023
Technical Support Executive
ENTAB INFOTECH PVT LTD
08.2021 - 12.2022
Galgotias University
Bachelor of Science from Forensic Science
08.2016 - 08.2020