SHIVAM TOMAR
Technical Support Engineer
Mumbai
Summary
Technical support professional with robust background in troubleshooting, network configuration, and customer service. Known for strong analytical skills and effective communication in high-pressure environments. Consistently collaborates with teams to solve complex issues and adapts to dynamic technical requirements. Skilled in system diagnostics, software installation, and providing clear, actionable solutions.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Technical Support Engineer
Allot Communications Pvt Ltd
05.2024 - Current
- - Manage accounts and provide technical assistance for Allot products to customers and partners.
- - Replicate complex customer issues in Lab environments; escalate to Product Experts or R&D with research.
- - Handle high-priority escalations for Premium customers; provide support via call/email within SLAs.
- - Support Sales Engineering during POCs; coordinate with Sales, Product Management, Development & QA teams.
- - Prepare troubleshooting guides, MOPs, detailed RCA docs and Knowledge Base articles.
- - Mitigate vulnerabilities on servers; manage cases on CentOS, Linux platforms and HPE/Lenovo/Dell hardware.
Technical Support Engineer
RAD Datacommunications
04.2022 - 04.2024
- - Responded to customer malfunctions via call, email, and live chat; provided remote technical solutions.
- - Conducted tactical troubleshooting to diagnose faults and perform root cause analysis.
- - Configured networks and installed hardware/software per client requirements.
- - Guided clients step-by-step through technical support and used ticketing systems for incident resolution.
Lecturer in Mathematics
Chinmaya Vidyalaya
04.2018 - 03.2022
- - Designed teaching modules and materials for mathematics including linear algebra and differential equations.
- - Collaborated with colleagues on research issues and mentored students to improve performance.
Education
Bachelor of Engineering - Electronics & Telecommunications
University of Mumbai
05-2016
XII (HSC) - Science
Maharashtra State Board
05-2012
X (SSC) -
Maharashtra State Board
05-2010
Skills
- Case Management & Technical Support: Expert in managing telecom accounts, handling escalations, and resolving service requests within SLA
PERSONAL DETAILS
- Nationality: Indian
- Father’s Name: Pratap Keshav Singh Tomar
- Mother’s Name: Kusum Pratap Tomar
- Gender: Male
- Date of Birth: 22 March 1994
- Marital Status: Married
- Passport: U1641498 (Issued: 2019-12-09, Valid till 2029)
Timeline
Technical Support Engineer
Allot Communications Pvt Ltd
05.2024 - Current
Technical Support Engineer
RAD Datacommunications
04.2022 - 04.2024
Lecturer in Mathematics
Chinmaya Vidyalaya
04.2018 - 03.2022
Bachelor of Engineering - Electronics & Telecommunications
University of Mumbai
XII (HSC) - Science
Maharashtra State Board
X (SSC) -
Maharashtra State Board