Experience

• 

  Venus it solutions

  Jan 2017 - Jan 2019

  Help desk intern

  Created video tutorials and user guides to assist end-users, improving system usage accuracy and efficiency.○ Assisted with software and hardware installation, ensuring minimal errors and zero downtime.○ Achieved a 95% customer satisfaction rating through exceptional technical support and training.

• 

  Dhrivasoft technologies

  Jan 2019 - Feb 2021

  Technical support consultant, ahmedabad, gujarat

  Excelled in customer support, ensured efficiency and professionalism in addressing inquiries. Delivered proficient technical assistance for IT systems, with expertise in Microsoft Windows, O365, Exchange, SharePoint, OneDrive, and Microsoft 365. Documented and resolved customer inquiries, utilizing ticketing systems like Jira and Zendesk to prioritize and escalate issues as required. Collaborated effectively with Level 3 support teams to tackle and resolve intricate technical challenges, guaranteeing seamless customer support experiences. Managed Active Directory operations, overseeing user account management, group policy, and access control, thereby optimizing system efficiency and security. Facilitated training & on-boarding sessions for junior technical support specialists, ensuring their smooth integration into the team and compliance with operational standards. Contributed significantly to the development and maintenance of the knowledge base. Completed training assignments on time and applying understanding of customer management principles.Key Achievement: Resolved 99.2% of Level 2 technical support tickets without requiring escalation to Level 3 engineers. Show less

• 

  Ellkay software pvt ltd

  Feb 2021 - Aug 2023

  Lead technical support engineer

  • Created thorough training materials and protocols for LKCloud, Nuance, LKNuance, and Fortimonitor platforms to ensure users' proficiency in hardware and software utilization.• Supervised server/client monitoring activities as the Monitoring Team Lead, guaranteeing peak performance and prompt issue resolution.• Developed and managed sophisticated monitoring systems, specializing in proactive performance metric tracking and issue identification.• Employed various monitoring tools and technologies to customize solutions, promoting team excellence and ongoing enhancement.• Aligned monitoring initiatives with business objectives to ensure operational efficiency, HIPAA compliance, and continuous 24/7 system monitoring for connectivity and issue resolution.• Exhibited excellent leadership qualities, driving growth and efficiency within the monitoring team.• Possessed strong multitasking abilities, showcasing 24x7 availability and commitment to supporting both products and teammates.• Skilled in planning thresholds for alerts and filtering unwanted alerts, enhancing operational efficiency.• Managed chat, call, and email support, with a streamlined internal communication process through the creation of an Excel sheet for contact management.Key Achievements: Possess analytical approach to product support resulted in a 54% reduction in database consumption issues and streamlined processes with 96% accuracy. Successfully centralized 97% of issues through proactive planning, leading to the resolution of incidents before their occurrence. Show less

• 

  Banyan treatment centers

  Nov 2024 - now

  Information technology help desk technician