SMITH SONKER
Gurgaon
Summary
Experienced Technical Support Engineer with expertise in cloud platforms (AWS), SQL, Python, and customer service tools like Freshdesk and Rezo. Skilled in troubleshooting, conducting root cause analysis, and delivering excellent customer service to improve satisfaction and operational efficiency. Fluent in English and Hindi, with hands-on experience in Windows and Linux environments.
Overview
12
12
years of professional experience
Work History
Technical Support Engineer
Delhivery Ltd
09.2022 - Current
- Managed daily operations for 4,000+ customer accounts across 20+ applications,
- Focusing on incident management, product bug identification, and performance monitoring.
- Leveraged tools like Freshdesk, Rezo, and OTRS for tracking, troubleshooting, and resolving issues in line with SLAs.
- Achieving a 93% first-contact resolution rate.
- Conducted in-depth root cause analysis and collaborated with product & Engineering teams to identify bugs and implement improvements, enhancing application stability.
- Monitored logs and application performance to proactively address issues, automate repetitive tasks (reducing resolution time by 20%), and improve support efficiency by 15%.
- Maintained detailed records of customer interactions and problem resolutions in ticketing systems.
- Resolved technical problems through telephone, email, and remote access support.
- Trained junior team members
Manager, Supply Chain Management, Planning & Analysis
Delhivery
07.2019 - 09.2022
- Part of complete Returns Logistics management (Operations, Engineering, and Product development) for Delhivery
- Streamlined, standardized, optimized, and automated Returns Operations
- Reduce Returns Network aging from 45days to 25days through the daily analysis of the network shipments
- Achieved service level to 95% from 78% through overcoming returns network gaps
- Reduced return misroute percentage at all return centers from 40% to N/A
- Increased productivity from 450 to 600 keeping detailed records of daily progress and identifying and rectifying areas for improvement.
Sr Associate, Procurement and Supply Chain Management
OYO ROOMS
07.2018 - 07.2019
- Fulfilled 400+ SKUs for new and live properties, achieving targets within 6 months (OYO Home: 67 to 3.5K properties; OYO Life: 0 to 6K beds).
- Reduced SKU and logistics costs by 5-7% through vendor onboarding and renegotiating contracts.
- Saved 6-7% in monthly operational costs and ensured effective stock and supplier management.
Sr Executive Logistics Management
Skylark Express Logistics
09.2017 - 07.2018
- Managed business development and logistics for major accounts (Siemens, HCIL, Archies), focusing on sourcing 3PL, transport, warehousing, and distribution.
- Increased Siemens account revenue from ₹80L to ₹1.5Cr.
- Contributed to network distribution, pincode mapping, and cost-reduction initiatives.
- Supported new warehouse development in Hyderabad, Bangalore, and Kolkata.
Key Account Executive
Delhivery Pvt Ltd
02.2015 - 09.2017
- Managed B2B & B2C client operations and service support, with a focus on supply chain, logistics analytics, and process excellence.
- Experienced in client support for e-commerce and logistics accounts (Flipkart, Schneider, Siemens, etc.).
- Skilled in shipment reconciliation, productivity utilization, manpower management, and service level monitoring.
- Expertise in API integrations, client servicing, business development, and forecast planning.
- Hands-on experience with transport, warehousing, and distribution management.
Junior Support Engineer
Ienergizer it services pvt ltd
02.2014 - 02.2015
- Responsible for the following aspects of the Samsung HHP devices:
- Remote session, R&D, testing ,Troubleshooting ,Customer Support
Senior Executive - Accounts
Ageis Bpo Pvt ltd
01.2013 - 02.2014
- Sr. Executive Responsible for the following aspects · Airtel STB Remote support & trouble shooting, Customer Support.
Education
B-Tech - Information & Technology
Uttar Pradesh Technical University
2013
Senior Secondary -
NJIC
2007
Higher Secondary -
Christ Church College
2004
Skills
- Cloud Technologies: AWS Services
- Language: SQL, Python
- Database: Dynamo DB, SQL
- Technical Tools: GitHub, Power BI, Tableau, New Relic, Coralogix-Logs, Freshdesk, Rezo , Azure
- Operating Systems: Windows, Linux
- Soft Skills: Problem Solving, Troubleshooting, Stakeholder Management, Customer Success, Relationship Management,
- Languages: English (Fluent), Hindi (Fluent)
Timeline
Technical Support Engineer
Delhivery Ltd
09.2022 - Current
Manager, Supply Chain Management, Planning & Analysis
Delhivery
07.2019 - 09.2022
Sr Associate, Procurement and Supply Chain Management
OYO ROOMS
07.2018 - 07.2019
Sr Executive Logistics Management
Skylark Express Logistics
09.2017 - 07.2018
Key Account Executive
Delhivery Pvt Ltd
02.2015 - 09.2017
Junior Support Engineer
Ienergizer it services pvt ltd
02.2014 - 02.2015
Senior Executive - Accounts
Ageis Bpo Pvt ltd
01.2013 - 02.2014
Senior Secondary -
NJIC
Higher Secondary -
Christ Church College
B-Tech - Information & Technology
Uttar Pradesh Technical University
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