VIKAS SINGH
Team Leader - Technical Support
Mumbai
Summary
Strategic IT Support Leader with 11 years of experience in scaling infrastructure and optimizing technical operations. Led high-performing support teams to enhance software deployments and maximize system uptime while improving user experience. Expertise in Zoho Desk ticket management, workflow optimization, and collaboration with software development to streamline bug tracking.
Overview
3
3
Languages
2
2
Certifications
10
10
years of professional experience
Work History
Technical Support Engineer
Prayosha Foods Pvt Ltd (Mumbai Division)
12.2019 - 05.2026
- Ticketing & Queue Leadership: Administer the Zoho Desk environment to track, prioritize, and manage several open technical support issues at one time.
- Operations Management: Oversee and deliver comprehensive online and onsite technical support operations for various corporate clients across Mumbai.
- Escalation & Troubleshooting: Act as the ultimate escalation point for complex technical issues, resolving deep-layer software bugs, account anomalies, and network configuration faults.
- Cross-Functional Collaboration: Partner directly with external software developers and internal teams to report system vulnerabilities, and track root-cause bug resolution.
- Knowledge Management: Author clear clear technical manuals and troubleshooting notes to empower customer self-service and improve internal team response speeds.
Senior IT Executive
Theobroma Foods Pvt Ltd
06.2016 - 11.2019
- Multi-Location Infrastructure Leadership: Led management of hardware, software, and networking for 55 retail outlets across major regions (28 in Mumbai, 17 in Delhi, 5 in Pune), ensuring operational functionality.
- Project Rollouts: Executed end-to-end IT setup for new retail outlets, overseeing POS printer installation, hardware assembly, and billing systems implementation to support business expansion.
- Infrastructure Reliability: Maintained core company networks and ensured high-availability server performance through aggressive preventative maintenance schedules, minimizing downtime.
- Security & Attendance Auditing: Supervised the deployment and maintenance of biometric attendance hardware and digital IP camera configurations (DVR/NVR systems).
Education
Diploma - Hardware & Networking, Computer Science
NIIT
Uttar Pradesh, India01-2015
Bachelor of Arts (B.A.) - undefined
V.B.S. Purvanchal University
Uttar Pradesh, India01-2015
H.S.C - Science
Shri R.N.P Inter College
Uttar Pradesh, India01-2011
Skills
L1 & L2 Support Engineer
OS Support/Troubleshooting: Windows Server, Windows 11/10/8/7, Linux, Mac OS
Networking: LAN, WAN, DNS, DHCP, Switching, Routing, Firewalls, Access Points
CCTV, Attendance, Report Analysis
Accomplishments
- Achieved Multiple Employee Of Month & Spot Recognition Certificates as top performer in customer support.
- Supervised team of 20+ staff members.
Certification
Diploma in system & networking
Timeline
Technical Support Engineer
Prayosha Foods Pvt Ltd (Mumbai Division)
12.2019 - 05.2026
Senior IT Executive
Theobroma Foods Pvt Ltd
06.2016 - 11.2019
Diploma in system & networking
06-2013
Foundation Program
06-2013
H.S.C - Science
Shri R.N.P Inter College
Bachelor of Arts (B.A.) - undefined
V.B.S. Purvanchal University
Diploma - Hardware & Networking, Computer Science
NIIT
KEY PERFORMANCE INDICATORS (KPIs)
- First Contact Resolution (FCR): Maintained a high FCR rate by implementing structured troubleshooting checklists and training internal support staff for quality solutions to all customers.
- SLA Compliance Rate: Consistently achieved over 95% SLA adherence for high-priority incidents by streamlining ticket assignment workflows in Zoho Desk.
- Customer Satisfaction (CSAT): Improved customer satisfaction scores by designing clear user guides and conducting targeted post-resolution follow-ups.
- Average Resolution Time (ART): Reduced mean time to resolve (MTTR) by creating a centralized internal knowledge base for common software and hardware bugs.
CORE COMPETENCIES
- Leadership & Mentorship: Team direction, 24/7 shift scheduling, training junior technicians.
- Operations & Ticket Management: Incident tracking, queue management, Zoho Desk ticket workflows.
- Project Management: End-to-end retail/corporate IT rollouts, infrastructure planning.
- Technical Ecosystems: Network administration, server maintenance, POS/billing platform support.