Headline

Senior Zendesk Administrator | Zendesk & Freshdesk Implementation | CX Operations & CRM Specialist | Workflow Automation, API Integrations | Support Operations Optimization

About

Customer Experience (CX) Architect & Certified Zendesk/Freshdesk Expert With over 5 years of specialized experience in the CRM ecosystem, I bridge the gap between technical complexity and business efficiency. I don’t just configure helpdesks; I design scalable support infrastructures that drive CSAT and operational speed. Currently serving as a Zendesk Administrator at GLG, I manage high-volume international environments, translating complex business requirements into seamless technical solutions. My background spans from ground-level application support to strategic account management, giving me a unique 360-degree view of the support lifecycle. Core Competencies: Platform Mastery: Deep expertise in Zendesk (Admin, Explore, Guide, Talk) and Freshdesk (Omnichannel, Admin). Operational Efficiency: Workflow automation, triggers, SLA management, and API integrations. Strategic Leadership: SOW creation, stakeholder communication, and cross-functional team training. Whether it is optimizing workflows for a global team at project44 or leading CX transformations for remote teams, I am driven by data-backed decisions and continuous improvement. Certifications: Zendesk Expert, Freshdesk Product Expert, Freshworks Implementation Foundation. 📩 Open to opportunities in Implementation Management, CRM Consulting, and Project Management.

Location

India

Work experience

Zendesk Administrator at GLG, May 2025 - Mar 2026 · 11 mos, Mumbai, • Oversee the Zendesk configuration and optimization for high-volume international environments, including workflows, triggers, automations, webhooks, API integrations, and system enhancements to improve operational efficiency and ensure seamless data flow across platforms. Translated business requirements into scalable technical solutions. • Work closely with cross-functional technical and non-technical teams to align Zendesk configurations with business objectives, drive continuous improvements, and resolve technical challenges. Communicate complex technical concepts effectively to stakeholders while balancing speed and accuracy in fast-paced environments.

Zendesk Administrator at project44, Feb 2024 - Sep 2024 · 8 mos, Bengaluru, Karnataka, India, • Manage and optimize the Zendesk platform by automating processes, improving interfaces, resolving issues, and ensuring security and compliance, while collaborating with teams to align Zendesk with business objectives and implement tailored solutions. • Provide comprehensive support and training to Zendesk users, including delivering training sessions, creating documentation, and offering ongoing assistance. Utilize data analysis to derive performance insights and recommend enhancements for continuous improvement.

Strategic Account Manager & Technical Solutions Consultant at DynaNet Online Support, Apr 2023 - Dec 2023 · 9 mos, • Develop and execute strategic account plans to drive customer success, revenue growth, and CX transformations, leveraging Zendesk & Freshdesk. Build strong, long-term relationships with decision-makers through tailored support. • Monitor account performance and provide regular reports, offering proactive technical support for customers. Address technical issues efficiently by utilizing expertise in Zendesk & Freshdesk. Demonstrate a strong sense of ownership and urgency in all client interactions.

Senior Technical Solutions Engineer at DynaNet Online Support, Aug 2022 - Mar 2023 · 8 mos, • Lead the design, development, and testing of technical solutions within Zendesk & Freshdesk, optimizing workflows through business rules, triggers, and automations for faster, smarter processes supported by analytics. • Provided regular project updates to clients, translating objectives into technical requirements across Zendesk & Freshdesk products, and resolving issues through clear and proactive communication.

Technical Solutions Engineer at DynaNet Online Support, Jan 2022 - Jul 2022 · 7 mos, • Provide technical support for Zendesk & Freshdesk platforms, diagnosing and troubleshooting clients and user technical issues. • Gather requirements, scope, size, and create Statements of Work (SOWs), serving as the project owner and client point-of-contact throughout the CRM lifecycle, & handle technical queries with tact and diplomacy.

Zendesk Service Desk Analyst at TransPerfect, Oct 2019 - Dec 2021 · 2 yrs 3 mos, Pune, Maharashtra, India, • Provided efficient service and support via an online helpdesk, utilizing Zendesk's Business Rules (triggers, automation), forms, and fields expertise to address customer inquiries and requests effectively. • Diagnosed and resolved issues by leveraging Zendesk Guide, Talk, Chat, and Explore to deliver timely solutions with a strong sense of ownership and urgency.

System Administrator at Zentest Software, Jan 2019 - Aug 2019 · 8 mos, Pune, Maharashtra, India, • Proficient in installing, configuring, and updating Windows machines, along with troubleshooting client issues and providing remote support using ticketing tools. • Experienced in managing Cyberoam firewall, including rule creation and filtering, as well as diagnosing and resolving hardware and networking problems. Additionally, competent in administering Gmail domain accounts, controlling virtual machines, and overseeing NAS storage management.

Education

Bachelor of Technology, Telecommunications Engineering, GFs Godavari College of Engineering Jalgaon

Diploma, Computer Engineering, Trimurti Institute of Technology Jalgaon