Divya Shetye
Technical Support Engineer
About
Results-driven Technical Support Engineer with hands-on experience in IoT device troubleshooting, remote technical support, hardware diagnostics, and IT helpdesk operations. Skilled in resolving technical issues, collaborating with R&D teams, supporting field engineers, and analyzing operational data. Proficient in Power BI, Excel, SQL, and technical documentation with a strong focus on customer satisfaction and continuous process improvement.
Experience
IoT Engineer / Technical Support Engineer - Lateral emSoft Pvt. Ltd.
- Diagnose and resolve IoT hardware, connectivity, and device-related issues.
- Provide remote troubleshooting support to field engineers and customers.
- Collaborate with R&D teams for testing, validation, and deployment of solutions.
- Monitor device performance and maintain troubleshooting records.
- Assist in root cause analysis and process improvement initiatives.
IT Helpdesk Engineer - Dynacons Systems & Solutions Ltd.
(2024-03 - 2025-08)
- Provided first-level technical support via phone and email.
- Diagnosed and resolved hardware, software, and user-related issues.
- Maintained SLA compliance and incident documentation.
- Escalated complex issues and coordinated with higher support teams.
Helpdesk Engineer - Sun Pharma Pvt. Ltd.
(2019-06 - 2021-01)
- Delivered IT support for end users across hardware and software platforms.
- Managed incident logging, troubleshooting, and issue resolution.
- Ensured uninterrupted business operations through timely support.
Education
Bachelor of Engineering - EXTC - Theem College, Mumbai University (2016)
Diploma - EXTC - St. Xavier Technical Institute (2013)
SSC - Maharashtra Board (2010)
