Vivek Thacker

Technical support professional with hands-on experience providing first-level support for Altera Digital Health's enterprise healthcare software applications. Skilled in application troubleshooting, incident investigation, and ticket-based support using ServiceNow, following documented SOPs and knowledge articles, and maintaining detailed case documentation. Comfortable working within defined SLA, productivity, and quality expectations, and collaborating with senior consultants and cross-functional technical teams.

Seeking to bring this direct product experience to the Associate Technical Support Consultant role.

Intern - Altera Digital Health, via Mindpool Technologies - Baroda, India (Remote)

(2024-08 - 2025-03)

• Provided first-level technical support to customers using Altera's enterprise healthcare software applications, in line with the responsibilities outlined for this role.
• Investigated, troubleshot, and resolved application and technical issues reported through ServiceNow, following established ticketing and support processes.
• Analysed reported problems by gathering relevant information, reviewing available error details and logs, and following documented troubleshooting procedures.
• Followed documented Standard Operating Procedures (SOPs), knowledge articles, and troubleshooting guides to resolve common application issues.
• Performed initial investigation and validation of reported problems before escalating complex or unresolved issues to senior consultants and appropriate technical teams.
• Collaborated with senior technical consultants and support teams to investigate and resolve customer-impacting application issues.
• Maintained accurate, detailed case documentation covering investigation steps, findings, troubleshooting performed, resolution, and customer communication.
• Worked to defined SLA, productivity, and quality expectations, and communicated clearly and professionally with customers and internal teams.
• Built practical, product-level knowledge of Altera's enterprise healthcare applications, incident management, and healthcare IT support operations.

Bachelor of Engineering - Computer Engineering - Gujarat Technological University (2021-08 - 2024-06)

Diploma - Mechanical Engineering - Gujarat Technological University (2016-08 - 2019-07)