Technical Support - Team Leader (Global) at Tecnoviq Consultancy LLP. (2025-05 – Present)
- I have 8+ years of customer facing experience as a technical support/application support globally.
- The following major projects were completed: More than 50 sites QMS application upgrade from V1 to V2 for VFS Global. All of which achieved the company's goals in terms of revenue.
- Ongoing Project: VFS Global – working as a Lead Implementation Engineer for on-premises server to cloud server migration.
- Leading a team of 8 support engineers, managing workload distribution and ensuring timely issue resolution
- Handling multiple application support streams including QMS, VOC, and other enterprise applications
- Acting as the primary point of contact between clients and the development team
- Gathering and analyzing client requirements, and coordinating with development teams for successful implementation
- Driving end-to-end project coordination from requirement gathering to delivery
- Managing on-premises to cloud migration projects, ensuring smooth transition and minimal downtime
- Monitoring team performance and maintaining daily activity and status reports for management review
- Conducting training sessions and knowledge transfer for new joiners and existing team members
- Delivering product demos to prospective clients, showcasing QMS solutions and capabilities
- Ensuring adherence to SLA, quality standards, and customer satisfaction goals
Senior Software Support Engineer (APAC,ME) at Everest IT Services Pvt. Ltd. (2022-01 – 2025-05)
Leading small to medium-sized technical projects frequently. Also delivered a few major projects.
- Execute the implementation of QMS products in accordance with the approved scope of work.
- To provide technical support for all aspects of QMS products to meet SLAs and ensure customer satisfaction.
- Investigate the root cause of issues reported by customers with advanced troubleshooting and log analysis skills and share the proper analysis with them.
- Training customers on how to use the QMS products and resolve issues on their own.
- Day-to-day interaction with clients for product support post project delivery, monitoring, and support with advanced troubleshooting skills, and query resolution
- Collaboration between the L3 team, Product team, and my internal support team to quickly resolve issues raised by customers.
- Maintaining an issue tracker or issue logs and sending daily and weekly status reports to customers with appropriate documentation via email.
- Have to train new employees as well as internal team members to build a successful team for better project delivery.
Senior Software Support Engineer at Instinct Innovation Pvt. Ltd. (2021-01 – 2022-07)
- Installation of Digihealth ERP software on retailer system.
- Printer installation and configuration on ERP software. Printer sharing on network.
- Database activities such as backup, restore, migration, vacuuming, reindexing, basic and advanced queries.
- Training customers on how to use the ERP software and functionality.
- Software update on client system as and when new version released.
- Handling franchise retailer of PharmEasy.
- Have to train new employees as well as internal team members.
- Collaboration between the L3 team and the development team to share new feature requests from customers.
- Preparing monthly stock, sales and purchase report from retailers database and share to PharmEasy MIS Team via email.
- Day-to-day interaction with clients for product support post project delivery, monitoring, and support with advanced troubleshooting skills, and query resolution
IT Executive at SIA Jewels Pvt. Ltd. (2020-01 – 2021-01)
- Monitoring and maintaining the servers and networks of an organization
- Installing and configuring a computer systems (Windows 7 & 10)
- Troubleshooting of hardware and software faults and solve application and technical problems.
- Installing Tally.
- Taking backup of POS Server Database daily.
- Upgrading POS application on server and client system whenever update release.
- Monitoring AD Server
- User creation and managing roles on AD
- Worked as Windows support engineer which included day-to-day issue resolution of employees' Windows systems.
Technical Engineer at Buzzworks Business Pvt. Ltd. (2017-05 – 2020-01)
I have worked as a technical engineer, product deployment engineer, and onsite engineer for over five projects. My primary role was to configure servers for dialer product deployments and keep them up and running always.
- Configured & Delivered 52 servers in three days which resulted in saving the contract of our product with the client.
- Configured a mini data center client for server installations which saves configurations charges.
- Coordinating with MIS Team for data sync between local servers to central servers.
- Worked as Windows and Linux support engineer which included day-to-day issue resolution of employees' Windows and Linux systems.
- Responsible for in-house hardware management and Windows license management.
- Daily data backup on backppc server and restoring in on local system when required.
