Headline

Tech-savvy professional juggling multiple roles, currently navigating through the world of troubleshooting, Active Directory, and cloud environments, I’m a problem-solver by day and a tech enthusiast by heart.

About

As a Technical Support Specialist at Surya Data Management, I provide enterprise-level technical support for clients' systems, servers, and networks. I have over 2 years of experience in diagnosing and resolving issues related to laptops, operating systems, applications, Azure, and Intune. I ensure timely resolution of customer concerns while maintaining SLAs and collaborating with internal teams to escalate complex issues and drive resolutions. I also train and guide newly joined team members on IT best practices and troubleshooting methods. In addition to my current role, I have previously worked as a Compliance Quality Analyst at Amazon Development Center, where I processed optimization, developed SOPs with SLA integration, created real-time dashboards for reporting, mentored new team members, and identified and eliminated non-value-adding activities. I have a Bachelor of Commerce degree from Bundelkhand University and skills in Networking, DHCP, technical assistance, and technical training. I am passionate about delivering high-quality service and ensuring customer satisfaction.

Location

Bengaluru

Work experience

Customer Support Specialist at Etech Global Services, Dec 2025 - Present · 7 mos, Vadodara, Gujarat, India, • Provide end-to-end client support to AuditBoard users, resolving functional and technical queries in a SaaS-based environment. • Assist clients with platform navigation, troubleshooting system issues, and coordinating with internal teams for faster resolution. • Manage support tickets via Zendesk while consistently meeting SLA timelines and maintaining high response quality. • Conduct live troubleshooting sessions through Zoom to guide clients and resolve complex issues effectively. • Collaborate with internal teams via Slack to escalate and track cases, ensuring smooth communication and closure. • Developed strong understanding of client requirements, helping organizations improve platform adoption and usage.

Enterprise Technical Support at Surya Data Management And Network Technologies Private Limited, Apr 2023 - Jun 2025 · 2 yrs 3 mos, Bengaluru, Karnataka, India, - Provide enterprise-level technical support for clients’ systems, servers, and networks. - Diagnose and resolve issues related to Laptop, operating system, Apps, Azure, Intune. - Ensure timely resolution of customer concerns while maintaining SLAs. - Maintain all troubleshooting logs over tickets for future reference - Collaborate with internal teams to escalate complex issues and drive resolutions. - Provide clear, concise and professional communication to both technical and non-technical clients. - Train and guide newly joined on IT best practices and troubleshooting methods. Fare knowledge in Microsoft Azure active directory, Office365, Intune, customer handling, live session support.

Sr Technical Support at Trikon Telesoft Solutions Pvt Ltd, Jun 2022 - Mar 2023 · 10 mos, Ahmedabad, Gujarat, India, - Diagnose and resolve issues related to modems, routers, telephones, PABX systems, printers and network devices. - Provide real-time support for network connectivity and performance issues. - Assist clients with internet protocols, VoIP, and cloud-based communication platforms. - Guide users through troubleshooting steps and document resolutions for future reference. - Collaborate with internal teams to enhance technical processes and improve service delivery. - Optimize system performance and network stability.

Compliance Quality Analyst at Amazon Development Center, Jul 2020 - May 2022 · 1 yr 11 mos, Bengaluru, Karnataka, India, - Process Optimization : Skilled in streamlining workflows to boost operational efficiency and reduce processing time. - SOP Development & Compliance: Experienced in creating detailed SOPs with SLA integration to improve accountability and compliance. - Real-Time Dashboard creation & Reporting: Create dashboards that provide real-time insights for informed decision-making. - Mentorship & Training: Strong mentoring abilities, guiding new team members through hands-on training and performance analysis to ensure quality standards. - Value streaming: Identifying and eliminating Non Value-adding Activities like allocation, reporting and reducing TAT for auditing.

Sr Associate Technical Support at Dell Technologies, Aug 2017 - Jul 2020 · 3 yrs, India, - Analyze and troubleshoot issues on desktop and laptops for consumer base. - Experienced working on Salesforce tool for work order creations. - Author and review knowledge-based articles - Providing voice-based support for windows, desktop and laptop for consumer base - Troubleshooting: Failure identification, break-fix. - Excel at recognizing internal and external customer's needs and expectations

Education

Bachelor of Commerce, Business/Commerce, General, Bundelkhand University

12th, Business/Commerce, General, Pratap High School, Vadodara