Avinash Ghatanure

Technical Support Professional with 5+ years of experience across IT support, software/application support, Distribution Management Software (DMS), and customer-facing technical support. Experienced in incident troubleshooting, application installation and configuration, remote support, data synchronization, issue diagnosis, root cause analysis, ticket management, SLA/KPI management, user assistance, DMS operations, and SFA implementation/support. Strong in coordinating with users, distributors, sales teams, and cross-functional teams to resolve technical and application-related issues.

IT Support Professional - TATA CONSULTANCY SERVICES (TCS)

IT Support

• Provided technical support for user incidents and service requests using structured troubleshooting and resolution processes.
• Diagnosed technical issues, performed initial analysis, and coordinated with relevant teams for resolution and escalation.
• Supported users through professional communication while maintaining service quality, response timelines, and issue closure.
• Documented incidents, troubleshooting actions, resolutions, and follow-up activities for effective service tracking.
• Applied analytical and problem-solving skills to resolve technical issues and support smooth day-to-day operations.

Subject Matter Expert (SME) - GREY KNIGHT SERVICES, SOLAPUR - SOLAPUR

(2025-11)

• Provided one-to-one technical and process support to team members and managers to improve productivity and service quality.
• Supported team members with product knowledge, issue resolution, implementation practices, and process-related queries.
• Mentored junior team members and shared best practices for product design, implementation, and support activities.
• Coordinated with team members to achieve project objectives, resolve issues, and meet operational deadlines.
• Contributed process and solution improvements to enhance team performance and customer outcomes.

Technical Support Executive - GREY KNIGHT SERVICES, SOLAPUR - SOLAPUR

(2024-04 - 2025-11)

• Provided technical support through phone, email, ticketing systems, and remote access tools for software and application-related issues.
• Troubleshot application functionality, installation, configuration, user issues, and technical queries while maintaining customer satisfaction.
• Monitored incoming support requests, prioritized issues, followed up on pending cases, and worked toward SLA and KPI targets.
• Performed root cause analysis (RCA), identified recurring issues, and coordinated with cross-functional teams for resolution.
• Supported software installation, configuration, troubleshooting, and user guidance during application-related activities.
• Maintained product knowledge through training and continuous learning to provide effective customer solutions.

DMS Support & SFA Implementation Experience

• Supported Distribution Management Software (DMS) users and distributors with application issues, synchronization problems, data validation, and operational queries.
• Troubleshot DMS sync-related issues, including DMS file issues, required file installation, and auto-sync activities.
• Assisted with distributor data matching and validation, including current and previous financial-year data activities.
• Supported Tally-related DMS processes, including purchase invoice updates, purchase and sales workflow guidance, and integration-related troubleshooting.
• Assisted users with back-date access requirements and explained applicable data-update limitations and processes.
• Supported DMS installation, reinstallation, configuration, user training, and post-implementation issue resolution.
• Assisted with portal and application training covering login, sales reports, purchase reports, sync reports, and operational workflows.
• Supported SFA implementation through user assistance, application and process training, issue identification, configuration support, and post-implementation troubleshooting.
• Coordinated with distributors, sales teams, and internal technical teams to track issues through resolution and support smooth system adoption.

Master of Business Administration (MBA) - IT & Marketing - Solapur University (2025)

Bachelor of Engineering (BE) - Mechanical - Walchand Institute of Technology, Solapur (2021)

HSC - Walchand College of Arts and Science, Solapur (2017)