Lokesh Bhagchandani
Sr. Technical support engineer
Mumbai
Summary
An Enthusiastic & High energy-driven professional with Over 3.5 years of experience; targeting opportunities in Technical Support and Cloud Domain with an organization of high repute.
Overview
3
3
years of professional experience
Work History
Sr. Technical Support Engineer
Simpplr Inc
1 2023 - Current
- Working as an L3 and L4 resource, serving as the point of contact for both Platinum customers and the engineering team.
- Troubleshooting customer-reported issues on Salesforce and AWS.
- Handling CSM escalations and prioritizing those issues effectively.
- On-call debugging with customers for critical issues.
- Working on deploying the latest patch for the customer and performing basic sanity checks.
- Analyzing log files and systems to identify improvement opportunities and Bugs.
- Identifying erroneous APIs using the HAR file and Inspect tool.
Technical Service Engineer
Mphrx
01.2021 - 01.2023
- Serve as the first line of communication with clients for issues, escalations, global inquiries, and support related to products or services through the ticketing system, mail, and call.
- Periodically check application and system health involving 24x7x365 coverage efforts along with Zabbix monitoring.
- For Business workflow-related alerts, issues, and escalations, perform the first level of analysis using application logs and MongoDB.
- Ensuring SLA commitments and proactive Follow-up on SLA breaches.
- Weekly report on SLA breach accompanied with a timeline across Support/Engineering team bucket.
- Troubleshooting problems and diagnosed system faults.
Education
Bachelor of Engineering - Information Technology
Thadomal Shahani Engineering College
Higher Secondary -
Smt. CHM College
Skills
Responsible for handling customer escalations and ensuring end-to-end closure maintaining the predefined SLA
Timeline
Technical Service Engineer
Mphrx
01.2021 - 01.2023
Sr. Technical Support Engineer
Simpplr Inc
1 2023 - Current
Bachelor of Engineering - Information Technology
Thadomal Shahani Engineering College
Higher Secondary -
Smt. CHM College
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