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Sumit
New Delhi
Summary
A Senior Technical Advisor from the Travellomatrix trip Planner Pvt Ltd. with 6 years of experience (USA based/Night shift) in end to end support to establish new or existing products. Possesses diverse experience in understanding the issue regarding products and resolve it from a technological & business point of view.
Overview
6
6
years of professional experience
Work History
Technical Support Executive
Teleperformance
08.2021 - 05.2023
- Analyze the issue related to Different types of products and resolve it for abetter user experience in existing products
- Conducted remote sessions utilizing remote access tools to investigate system errors.
- Created detailed documentation of technical problems encountered by customers and solutions provided.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Monitored ticketing system for incoming requests from customers requiring assistance with their products or services.
- Collaborated with internal teams such as engineering, sales and marketing to ensure a high level of customer satisfaction.
- Established continuous improvement initiatives to achieve KPIs.
- Analyzed user feedback from surveys to identify areas where improvements can be made in terms of service delivery.
Senior Technical Advisor
Travellomatrix Trip Planner Pvt Ltd.
06.2023 - Current
- Cultivated technical expertise concerning at-issue products by reviewing up-to-date documents and source code.
- Ensure timely updates and resolution of tickets in line with SLA targets
- Assisting business owners and accountants in troubleshooting application problems like Intuit QuickBooks.
- Created technical diagnostic timelines to analyze technical change practicability without hindering operations
- Managed primary communication channel for resolving technical issues.
- Enable small and medium-sized business users to address issues efficiently.
- support end users with system navigation and operational queries.
- Refer intricate technical challenges to senior support teams when needed.
Graduate Trainee
Bharat Petroleum corporation limited
01.2020 - 01.2021
- Analyze the issue related to 3 types of products and resolve it for better user experience in existing products
- Coordinated with 15-20 Clients daily to establish a better product life cycle of Existing Products on site
- Resolved the issues of the 4 cloud devices by troubleshooting them
- Support 2-3 agents on daily basis
- Coordinates with the 2-3 client for pressure vessel safety
- Coordinated with the 5-6 Vendors to increase the supply
- Supervised 2 Safety audits on Daily, monthly and quarterly basis for safe operations
- Handled the queries and provided assistance on the computer related issues and operations
Education
Bachelors of Engineering - mechanical engineering
DR APJ ABDUL KALAM TECHNICAL UNIVERSITY
06.2019
High school and Intermediate -
KENDRIYA VIDYALAYA AIR FORCE STATION TKDNEW DELHI
05.2014
Skills
- Multitasking
- Analytics
- Support role
- Troubleshooting
- Leadership
- Management
- Communication
- Positive Attitude
- Excel
- Cross-functional communication
- Tech-Savvy
- Technical support triage
- Customer support
Timeline
Senior Technical Advisor
Travellomatrix Trip Planner Pvt Ltd.
06.2023 - Current
Technical Support Executive
Teleperformance
08.2021 - 05.2023
Graduate Trainee
Bharat Petroleum corporation limited
01.2020 - 01.2021
Bachelors of Engineering - mechanical engineering
DR APJ ABDUL KALAM TECHNICAL UNIVERSITY
High school and Intermediate -
KENDRIYA VIDYALAYA AIR FORCE STATION TKDNEW DELHI