Ajinkya Vadnere

Experienced IT professional with 5 years in technical support and customer service, adept at resolving complex issues and delivering effective solutions to enhance client satisfaction

Application Support at Aress Software Education Pvt Ltd (2024-11 – Present)

Provided L1 support for critical application issues with focus on uptime and incident resolution

• Provided L1 support for critical application issues, ensuring 24/7 uptime.
• Troubleshot application issues and resolved service incidents within defined SLAs.
• Acted as a point of contact for users and escalated unresolved issues to the senior team with detailed incident reports.
• Communicated technical issues to non-technical customers clearly and effectively.

Technical Support Engineer at Quick Heal Technologies Pvt Ltd (2022-11 – 2024-03)

Provided technical support for Quick Heal Antivirus products with multi-channel support capability

• Assisted customers/partners with Quick Heal Antivirus products for configuration, upgradation, and issue resolution.
• Acted as the frontline team for queries via toll-free, chat, email, and remote sessions.
• Maintained high customer satisfaction scores and productivity metrics.
• Escalated complex cases to the next support level.

Senior Research Analyst at WNS Global Service Pvt Ltd (2021-02 – 2022-08)

Conducted risk analysis and entity categorization for improved risk management

• Evaluated links for risk identification and updated information accordingly.
• Categorized entities by crime type to improve risk management strategies.

Technical Support Executive at Pay Mate India Pvt Ltd (2018-08 – 2020-12)

Provided multi-channel technical support and contributed to application quality assurance

• Provided technical support over calls, email, and website.
• Handled technical issues reported via social media, contributed to app/website testing.
• Escalated urgent tickets to seniors.

Bachelors in Computer Application – VN Naik College (2012 – 2020)