Sohan Shetty
IT Support & Development
Bangalore
Summary
Highly skilled IT support technician with over 8 years of experience in providing exceptional technical support for hardware and software issues. Specialized in IT support, currently working in Tier 3 troubleshooting and support. Expert in troubleshooting and resolving complex technical problems, with a focus on customer satisfaction and efficiency. Strong background in working with various applications, including Oracle EBS, CTDMS, and P&L applications. Experienced in SCRUM meetings and implementing agile methodologies to improve team performance. Adept at training and mentoring junior support specialists, fostering a collaborative and knowledgeable team environment. Recognized for outstanding problem-solving skills, technical expertise, and the ability to handle high-pressure situations effectively. Certified in ITIL, SCRUM, and advanced SCRUM methodologies, with additional certifications in batteries and microinverters from Enthuse University. Multilingual with proficiency in English, Hindi, Kannada, and Dutch (A1 & A2), currently undergoing Dutch B1 and B2 certification.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
4
4
Languages
Work History
Senior Engineer Specialist, Support & R&D
Enphase Energy
Bangalore
01.2023 - Current
- Lead engineer working on Battery, Microinverter, EV System, and troubleshooting using Linux as a platform
- Performed Tier 3 troubleshooting for complex company-related issues
- Utilized Jira for project management and Salesforce as a ticketing tool
- Engaged in R&D to improve products and managed a team of engineers
- Developed and implemented troubleshooting procedures that reduced resolution time by 20%
- Conducted training sessions for team members on new technologies and best practices
- Collaborated with cross-functional teams to enhance product features and performance
- Provided technical guidance and mentorship to junior engineers
- Monitored system performance and proactively addressed potential issues
- Ensured compliance with industry standards and company policies
- Best Performer for the Year
- Customer satisfaction (NPS) topped the leaderboard
- Successfully led a team to achieve a 95% customer satisfaction rate
- Played a pivotal role in the successful launch of new product features
- Recognized for outstanding problem-solving skills and technical expertise
Application Support Engineer (Specialist) L2/Tier 2
TOYOTA TSUSHO SYSTEMS INDIA PVT LTD
Bangalore
01.2018 - 12.2022
- Coordinated with Level 1 technical support specialists to take over calls outside their level of support
- Assisted customers, dealers, and Toyota employees with more difficult technical issues requiring a greater level of personalized care
- Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket
- Onboarded and trained all incoming junior tech support specialists
- Worked on service requests and incidents
- Conducted SCRUM meetings
- Handled issues related to P&L application, dealer application, system issues, Oracle EBS application
- Worked in all shifts
- Solved 90% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers
Technical Support Specialist L1/Tier 1
OMEGA
Bangalore
10.2016 - 11.2017
- Supported customers with basic technical support for current and past software
- Assisted clients with general support for hardware, peripherals, network connections, and external software
- Escalated help desk tickets to Level 2/Tier 2 support when outside the scope of L1/T1 technician support
- Handled the initial tickets
- Worked in the US shift and supported US clients
Education
Bachelor - Electronics and Communication
SDMIT
Karnataka, India 06.2012 - 06.2016
Skills
Software & Hardware Troubleshooting
Problem Solving
Phone Technical Support
Email Technical Support
Ticketing Tools
ORACLE EBS
CTDMS
undefinedCertification
ITIL (IT Infrastructure Library)
Accomplishments
- Best Performer of the Year Award from TOYOTA TSUSHO SYSTEMS INDIA PVT LTD (2020)
- NPS Award from Enphase Energy
- Bronze Medalist in Karnataka State Power Lifting Competition
- VTU Gold Medalist in Power Lifting
Timeline
Senior Engineer Specialist, Support & R&D
Enphase Energy
01.2023 - Current
Application Support Engineer (Specialist) L2/Tier 2
TOYOTA TSUSHO SYSTEMS INDIA PVT LTD
01.2018 - 12.2022
Technical Support Specialist L1/Tier 1
OMEGA
10.2016 - 11.2017
Bachelor - Electronics and Communication
SDMIT
06.2012 - 06.2016
ITIL (IT Infrastructure Library)
SCRUM MASTER
Advanced SCRUM MASTER from SAFe
Certified on Batteries and Microinverters from Enphase University
Currently pursuing AWS certification
Similar Profiles
BARRY HAGARBARRY HAGAR
Principal Recruiter at Enphase EnergyPrincipal Recruiter at Enphase Energy
Anitha CAnitha C
Customer Support Engineer at Enphase EnergyCustomer Support Engineer at Enphase Energy
Vishnuvardhan Varanasi VenkataVishnuvardhan Varanasi Venkata
Senior Staff Data Science Engineer at Enphase EnergySenior Staff Data Science Engineer at Enphase Energy