Sushant Gupta
L1 Technical Support Engineer
Noida
Summary
I am seeking a challenging role where I can contribute to organizational success while simultaneously expanding my skills and knowledge. I am eager to maximize my potential and contribute significantly to mutual growth.
Overview
6
6
years of professional experience
Work History
L1 Technical Support Engineer
Conneqt Business Solutions
09.2023 - Current
- Identified recurring payment-related issues reported by clients on Government e-Marketplace (GeM) portal, analyzed 1000+ support tickets over a 3-month period and collaborated with internal teams to implement process improvements that reduced the incidence of these issues by 30%
- Monitored and analyzed 10+ KPIs to proactively identify potential issues and prevent service disruptions for 700+ users
- Tracked and managed 200+ compatibility-related bugs and issues within Jira, utilizing Postman API test results to provide detailed information to developers and facilitate efficient resolution, achieving an average bug resolution time of 2 days
- Achieved at least 95% accuracy in identifying and extracting key insights from SQL query results and conveyed it to the users
Sr. Technical Specialist
iEnergizer
08.2021 - 09.2023
- Managed the identification, documentation, and tracking of 500+ bugs and issues across 3 major game releases, utilizing JIRA to prioritize, assign, and monitor resolutions, contributing to a 20% reduction in post-launch bug reports
- Led a cross-functional team of 10 through all phases of the software development process for 2 major projects, facilitating effective communication and making key decisions to ensure the final product met both technical and business requirements
- Mentored 5 junior team members on JIRA usage and JQL, creating 3 custom JQL queries for tracking SFO process bottlenecks, resulting in a 20% reduction in average issue resolution time
Customer Support Executive
Tech Mahindra
11.2019 - 08.2021
- Guided an average of 30+ product users daily through key features and functionalities, resolving their queries and empowering them to effectively utilize the product
- Provided comprehensive account management support to Vodafone Qatar, delivering timely and accurate account information and status updates to key stakeholders
- Proactively identified and addressed recurring customer pain points through analysis of call logs and customer feedback, implementing solutions that reduced customer effort and improved overall customer experience
Junior Engineer - Technical Support
iEnergizer
01.2019 - 10.2019
- Effectively utilized technical documentation and collaborated with subject matter experts to research and implement appropriate remediation steps, ensuring timely resolution of technical issues
Education
B. Tech - Mechanical Engineering
Dr. A.P.J. Abdul Kalam Technical University
Lucknow, Uttar Pradesh12th - CBSE
Little Flower House
Varanasi, Uttar Pradesh10th - ICSE
Holy Cross School
Ballia, Uttar PradeshSkills
Power BI
undefinedCertifications
Advance Power BI Expert, Skill Nation
Accomplishments
As a Customer Support Executive at Tech Mahindra, achieved the highest ticket resolution rate for Q3 2022, exceeding the team average by 30% and contributing to improved customer satisfaction scores
Timeline
L1 Technical Support Engineer
Conneqt Business Solutions
09.2023 - Current
Sr. Technical Specialist
iEnergizer
08.2021 - 09.2023
Customer Support Executive
Tech Mahindra
11.2019 - 08.2021
Junior Engineer - Technical Support
iEnergizer
01.2019 - 10.2019
12th - CBSE
Little Flower House
10th - ICSE
Holy Cross School
B. Tech - Mechanical Engineering
Dr. A.P.J. Abdul Kalam Technical University
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