Vikas Kumar

Technical Support professional with 4+ years of experience in SaaS application support, customer support, technical troubleshooting, API integrations, CRM platforms, and incident management. Experienced in providing L1/L2 support, managing customer escalations, coordinating with development teams, and supporting enterprise applications. Strong background in application troubleshooting, server monitoring, third-party integrations, reporting, customer onboarding, and process improvement.

Team Lead – Technical Support at Kit19 (2022-04 – Present)

• Provided L1/L2 technical support for SaaS CRM applications, managing incidents within SLA.
• Troubleshot application, API, and integration-related issues; handled technical escalations from enterprise and international clients.
• Coordinated with development teams for bug fixes via Azure DevOps; identified and assigned bugs to relevant developers.
• Performed UAT and regression testing before product releases.
• Configured and supported WhatsApp Business API, RCS messaging, and IVR creation.
• Managed CRM admin account setup, user creation, chatbot creation, and automation generation.
• Supported third-party integrations including websites, APIs (Postman – API, Webhook, Payload testing), and Google Sheets.
• Handled SQL database management: table creation, data fetching, and data modification.
• Maintained technical documentation, knowledge base articles, and CRM training materials.
• Performed server health monitoring, VPN administration, and vendor coordination.
• Generated MIS reports using Microsoft Excel; managed landing page creation and website integration.

Sr. IT Executive at ETS Networks Private Limited (2021-06 – 2022-04)

• Installed and upgraded operating systems and computer software; resolved hardware and software issues.
• Traveled to client locations or connected via remote desktop to provide technical support.
• Maintained SQL databases: table creation, data fetching, and modifications.
• Assisted in API integration testing through Postman; supported Azure DevOps for bug tracking.
• Installed and maintained hardware and computer peripherals; provided basic IT training to users.

Sr. Executive – IT & Hardware Networking at Aroh Foundation (2017-08 – 2021-06)

• Installed and configured computer hardware, software, systems, networks, printers, scanners, biometric devices, and CCTV.
• Set up accounts for new users; managed Outlook data and MySQL basic queries.
• Handled data backup, data recovery, and vendor management (pricing and parts).
• Managed IT product and equipment setup; multitasked across multiple IT functions.

Sr. Team Leader – IT & Tech Support at Micronix Info Solution Ltd. (2016-01 – 2017-07)

• Performed desktop troubleshooting, network maintenance, and communication with internet service providers.
• Managed hardware and networking; maintained LAN and all computer databases (RAM, HDD, Processor).
• Handled software installation and managed internet connectivity across all computers.

Diploma in Computer Hardware & Networking – L.B.S.T (2015)

Certificate in Web Development – Mentors Without Borders (2021)

12th – C.B.S.E Board, Delhi (2013)

10th – C.B.S.E Board, Delhi (2010)