Headline

Technical Support Executive at Lenovo | EX : Product Support at Practo | Ex : Project Coordinator – Seventh Sense & Youth Co-lab India |Troubleshooting |RCA, SLA, SQL | Salesforce | MSD | Incident Management

About

I am a Technical Support and Application Support professional with experience in enterprise technical support, SaaS application support, product support, ticket management, incident handling, troubleshooting, issue diagnosis, and technical documentation. Currently, I work as a Technical Support Executive L1 at Lenovo in a Premier Support environment, providing ticket-based technical support for Lenovo laptops and desktop systems. I troubleshoot Windows 10/11, hardware, software, drivers, connectivity, audio, display, keyboard, camera, and other system-related issues. I use Microsoft Dynamics 365 (MSD) to create, update, track, document, and manage technical support cases, along with Lenovo Support, PSREF, SOPs, and technical documentation. Previously, I worked as a Product Support Specialist at Practo, supporting SaaS applications and managing 40+ technical support tickets daily using Salesforce. I investigated application issues including login failures, access and feature-related issues, dependency mapping, booking workflows, and data-related issues. I performed application troubleshooting, workflow validation, SQL-based validation, issue reproduction, incident handling, SLA-based escalation, and collaborated with technical and product teams to resolve complex application issues. I also have experience as a Project Coordinator at Seventh Sense Talent Solutions, handling project coordination, stakeholder communication, documentation, reporting, and project execution. Technical Expertise: • Technical & Application Support • Product & SaaS Support • Hardware & Software Troubleshooting • Windows 10/11 Troubleshooting • Ticket & Incident Management • Issue Diagnosis & Resolution • Root Cause Analysis (RCA) • SLA & Escalation Management • Technical Documentation Tools & Technologies: Microsoft Dynamics 365 (MSD), Salesforce, SQL, MySQL, Lenovo Support, PSREF, Java, PHP, HTML, CSS, and JavaScript. I am interested in growing further in Technical Support, Application Support, Product Support, SaaS Support, and IT Support roles where I can apply my troubleshooting, analytical, incident-management, and technical problem-solving skills. Outside work, I am a classical dancer with 9+ years of experience, which has strengthened my discipline, consistency, focus, and creativity.

Location

Hospet

AI stack

gemini

Canva Magic Studio

ChatGPT

Work experience

Technical Support Executive at Lenovo, Mar 2026 - Present · 8 mos, Bengaluru, Karnataka, India, Working as a Technical Support Executive L1 at Lenovo in a Premier Support environment, providing ticket-based technical support for Lenovo laptops and desktop systems. • Currently employed through JoulestoWatts Business Solutions Pvt. Ltd. (third-party payroll) and deployed on the Lenovo Premier Support project. • Analyze reported technical issues, gather system information, identify probable causes, and perform structured troubleshooting. • Troubleshoot Windows 10/11, hardware, software, drivers, connectivity, audio, display, keyboard, camera, and other system-related issues. • Use Microsoft Dynamics 365 (MSD) to create, update, track, document, and manage technical support cases. • Use Lenovo Support, PSREF, SOPs, and technical documentation for issue investigation and resolution. • Document troubleshooting actions, findings, resolutions, and escalation details for accurate technical case tracking. • Resolve issues within defined technical scope and escalate complex or unresolved technical cases to appropriate internal teams.

Product Support Specialist at Practo, Jul 2024 - Mar 2026 · 1 yr 9 mos, Bengaluru, Karnataka, India, Provided SaaS application and product support through ticket-based issue investigation and resolution. • Managed 40+ technical support tickets daily using Salesforce, prioritizing issues based on severity, impact, and defined SLA timelines. • Investigated and resolved application issues related to login failures, access and feature-related issues, dependency mapping, booking workflows, and data-related issues. • Performed structured application troubleshooting by validating configurations, checking workflow steps, reproducing reported issues, and analyzing issue patterns. • Performed SQL-based data validation to investigate application and data-related issues and support accurate issue diagnosis. • Handled priority incidents and escalations within defined SLA timelines, coordinating with technical and product teams for complex issues. • Collaborated with cross-functional teams to analyze application issues and support resolution, bug fixes, and technical investigations. • Documented troubleshooting findings, issue details, resolutions, and investigation steps for incident tracking and knowledge management.

Assistant Project Coordinator at Seventh Sense Talent Solutions, May 2023 - Jun 2024 · 1 yr 2 mos, Bengaluru, Karnataka, India

Student at KodNest, Sep 2022 - Mar 2024 · 1 yr 7 mos, Bengaluru, Karnataka, India

Education

Bachelor of Engineering - BE, Electrical, Electronics and Communications Engineering, Proudadevaraya Institute of Technology, HOSPET

Bachelor of Engineering - BE, Electrical, Electronics and Communications Engineering, Visvesvaraya Technological University