Rishikesh Patel

Technical/Application Support Engineer with 3.7+ years of experience resolving production incidents, managing ServiceNow and JIRA ticket queues, and maintaining ~95% SLA compliance across enterprise applications. Hands-on with Windows and Active Directory administration, networking fundamentals (VPN, DNS), and remote troubleshooting using AnyDesk, TeamViewer, and RDP. Skilled in change management, root cause analysis (RCA), SQL-based data validation, and building Power BI and Kibana dashboards for operations reporting.

Proven track record of reducing repeat incidents, supporting cross-functional Engineering/QA teams, and delivering reliable, data-driven support across technical support, helpdesk, and support operations environments.

Product Support Engineer at KPOINT Pvt. Ltd. (2025-02 – Present)

• Resolve 20–25 production and client support tickets per day via ServiceNow, maintaining ~95% SLA compliance across P1–P3 incidents for enterprise applications.
• Provide technical/helpdesk troubleshooting for application, connectivity, and system-level issues via RDP and remote tools, escalating complex cases per defined SLA protocols.
• Perform root cause analysis (RCA) on recurring application issues, cutting repeat incidents through permanent fixes and documentation.
• Support change management process by raising and tracking change requests in ServiceNow, coordinating with Engineering for controlled production releases.
• Design and maintain 15–20 interactive Power BI dashboards used by business stakeholders for KPI monitoring and executive reporting.
• Implement Row-Level Security (RLS), scheduled data refreshes, and optimized data models for secure, reliable reporting.
• Build Kibana dashboards using the ELK Stack to monitor application logs, system performance, and release health in real time.
• Log, track, and prioritize defects and enhancement requests in JIRA, coordinating with Engineering and QA through resolution.
• Conduct manual/functional testing prior to production deployments; gather business requirements and translate them into analytical, executive-ready reports.
• Clean, transform, and integrate data from multiple business sources using Power Query and SQL.

Application Support Engineer at Guru Software Solution (2023-01 – 2025-01)

• Delivered L2 technical and application support for enterprise web applications via ServiceNow, resolving tickets within SLA-defined timelines.
• Diagnosed and triaged production incidents, coordinating with Development and QA teams through JIRA to resolve defects.
• Supported end-user issues involving Windows systems, network connectivity, and remote access, using AnyDesk, TeamViewer, and RDP for troubleshooting.
• Performed manual, functional, and regression testing ahead of production releases to maintain application quality.
• Executed SQL queries for issue troubleshooting, data validation, and business reporting.
• Gathered and documented client requirements and enhancement requests, supporting release management activities.

Master of Business Analytics in MBA – Savitribai Phule Pune University (2022)

Bachelor of Business Administration in BBA – Sant Gadge Baba Amravati University (2020)