Akash Panchal

Results-driven Application & Product Support Professional with 11+ years of experience in software support, implementation, client onboarding, troubleshooting, and application configuration. Skilled in L1/L2 support, incident management, UAT coordination, manual testing, requirement analysis, and end-user training. Experienced in handling GST Billing, POS, API-integrated applications, and remote client support with strong focus on SLA compliance, customer satisfaction, and operational efficiency.

Proficient in MS Excel reporting, basic SQL queries, data cleaning, and Power BI visualization. Demonstrated success in resolving technical issues, improving user adoption, coordinating deployments, and supporting cross-functional teams to deliver stable and scalable software solutions.

Application & Product Support Specialist - Divine Systems

(2025-10)

• Performed manual and functional testing to ensure application stability before production deployment.
• Supported User Acceptance Testing (UAT) cycles and collaborated with technical teams to resolve functional issues.
• Conducted client on boarding sessions and end-user training to improve software adoption and operational efficiency.
• Prepared requirement documents, user manuals, issue logs, and support documentation.
• Generated Excel-based reports and performed data cleaning activities using basic SQL queries.
• Assisted clients with software configuration, troubleshooting, and implementation support.

Field Partner Manager - Simply Vyapar Apps Pvt. Ltd.

(2025-06 - 2025-09)

• Built and nurtured relationships with partners through field visits, ensuring satisfaction and engagement.
• Acquired and on boarded new partners via prospecting, networking, and lead generation.
• Delivered product presentations and training, highlighting key features and benefits.
• Supported partners with best practices and issue resolution to enhance performance.
• Represented the company as a brand ambassador, reinforcing professionalism and trust.
• Successfully on boarded 40 partners within the first 2 months, accelerating partner network growth.

Software Support Specialist and BDE - Bonrix Software Systems

(2015-12 - 2024-02)

• Provided Software support for GST Billing, POS, CRM, and API-integrated business applications.
• Managed end-to-end software implementation including requirement gathering, configuration, deployment, and post-go-live support.
• Resolved client issues through phone, email, remote access, and online meetings while maintaining SLA compliance.
• Performed manual testing and functional validation before software deployment, reducing post-release issues.
• Coordinated UAT activities with clients and internal technical teams for successful project delivery.
• Conducted structured training sessions for clients and business users to improve product adoption and usability.
• Maintained technical documentation including user manuals, troubleshooting guides, and implementation records.
• Collaborated with cross-functional teams to identify and resolve recurring technical and functional issues.

Technical/Software Support - Sky productivity Pvt. Ltd.

(2014-03 - 2015-06)

• Resolved 90% of client issues within SLA via phone, email, and alerts using remote access tools for Android and PC troubleshooting.
• Worked with developers to fix software issues, improving system efficiency by 15%.
• Tested and deployed features and bug fixes with minimal downtime.
• Trained 150+ users, boosting software adoption and proficiency.
• Provided support through video calls, phone, and ticketing, achieving 95% customer satisfaction.

Bachelor of Computer Application - Computer Application - Dr. Babasaheb Ambedkar Open University (BAOU) (2014 - 2016)

Diploma - Information Technology - R. C. Technical Institute (R.C.T.I) (2009 - 2012)