Sunil Thapa
Product Engineer
Gurgaon
Summary
Engineer with more than 7 years of professional experience. A quick learner and adaptive to changing requirements. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
L2 Support Engineer
Elevate Services
Gurgaon
09.2020 - Current
- Currently working as a Software Support Engineer and acting Tech Lead.
- Track service tickets in Zendesk and maintain SLA and resolution time.
- Analyze issues by replicating in UAT environment and share timely updates with the customer.
- Communicate with client over calls and Emails to ensure that the customer voice is heard.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Creating Knowledge Base articles and documentation.
- Create complex custom Reports using SQL as per requirement.
- Work cross-functionally with various teams to drive customer issues/request and ensure timely action.
- Automating manual tasks to save time and effort.
- Provide timely support to external and internal users as per priority.
- Adapt to new tools/technologies as per requirement.
Systems Engineer
Infosys Ltd.
Pune
11.2015 - 03.2020
- Worked as an offshore technical support engineer in a 24X7 production environment.
- Handled production issues at various severity levels and provided effective resolution in a timely manner.
- Create and share status reports on periodical and adhoc basis.
- Drive incident bridges for high priority production issues.
- Contributed to change management process for enhancements and bug fixes.
- Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
Education
Bachelor of Computer Applications (BCA) - Computer Science And Programming
Institute of Information Technology And Management
New Delhi, India 08.2012 - 08.2015
HSC (12th) -
Chiranjeev Bharati School
Gurgaon, India 04.2011 - 04.2012
SSC (10th) -
Chiranjeev Bharati School
Gurgaon, India 04.2010 - 04.2011
Skills
Technical issues analysis
Accomplishments
- Insta Award for outstanding performance - 2017
- MVP (Most Valuable Player) Award for distinguished work in the project - 2018
- Automated manual reports through VBA macros, reducing the team's time and effort.
Hobbies
- Speed Solving
- Watching Movies
Timeline
L2 Support Engineer
Elevate Services
09.2020 - Current
Systems Engineer
Infosys Ltd.
11.2015 - 03.2020
Bachelor of Computer Applications (BCA) - Computer Science And Programming
Institute of Information Technology And Management
08.2012 - 08.2015
HSC (12th) -
Chiranjeev Bharati School
04.2011 - 04.2012
SSC (10th) -
Chiranjeev Bharati School
04.2010 - 04.2011
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