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
Remote, India
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
Gurugram, India
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
Hands on experience with Linux, SQL, SOQL and Salesforce
Skilled in Atlassian, ticketing, and tracking tools like Jira, Zendesk
Monitoring setup and improvement of alerts over Zabbix, Cloudwatch and Coralogix tools focusing on timely detection of abnormalities to Prevent application downtime
Hands on experience in AWS platform and its features including IAM, EC2, EBS, VPC, RDS, Cloud Watch, AWS Configuration, Autoscaling, Lambda, Route53 API Gateway, etc
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