Akash Sonawane

Application Support Engineer with 2+ years of experience in L1/L2 production support, incident management, and SLA-driven troubleshooting for enterprise applications. Proficient in SQL, Java, Linux, log/XML analysis, and monitoring tools (Splunk, Nagios). Hands-on experience with JIRA, ServiceNow, and Freshdesk for end-to-end incident lifecycle management.

Skilled at root cause analysis (RCA), knowledge base authoring, change management, and cross-team escalation to minimize downtime and prevent recurring issues.

Technical Support Engineer - Tech Mahindra

(2024-07 - 2026-04)

• Delivered L2 production support for enterprise applications, resolving 100+ incidents/month while maintaining 95%+ SLA compliance via tickets and live chat.
• Collaborated with L1 teams on escalated tickets, performing advanced log and SQL analysis to diagnose root causes and reduce resolution time by 25%.
• Performed daily health checks across 5+ enterprise applications, proactively preventing 15+ production incidents per quarter through early validation.
• Managed end-to-end incident lifecycle using JIRA and Freshdesk — from ticket creation to L3/development escalation — maintaining clear audit trails for all critical issues.
• Delivered remote support to 50+ client sessions/month via AnyDesk, TeamViewer, and UltraViewer, resolving access issues and functional errors with high first-contact resolution.
• Authored 10+ knowledge base articles and structured RCA reports, reducing repeat incident volume by 30% over 6 months.

Application Support Engineer - SysTools Software

(2023-03 - 2024-01)

• Delivered L1/L2 support for SysTools Migrator (cloud migration tool) via tickets, email, and live chat with consistent SLA adherence.
• Assisted 100+ clients with installation, configuration, authentication, and permission issues, reducing onboarding delays by 40% through structured pre-check walkthroughs.
• Performed log and XML file analysis on Linux/Windows environments to identify recurring errors, minimizing repeat support requests.
• Escalated critical incidents to engineering teams with detailed RCA reports, reducing high-priority issue turnaround by 20%.

B.E. - Computer Science and Engineering - Dr. V. B. Kolte College of Engineering, Malkapur (2019 - 2022)