About
I am a customer-focused Technical Support Professional with over 3 years of experience resolving complex hardware, software, and mobile device issues in high-volume environments. Most recently at Transcom Worldwide, I have been providing advanced technical support and managing escalated Tier 1/2 issues while maintaining strong customer satisfaction and SLA performance.
My work spans troubleshooting smartphones, tablets, and computer systems using enterprise ticketing and CRM systems. I have experience with Microsoft 365, SQL databases including MySQL and Oracle, Power BI, SAP, and Tally. I have handled high-volume inbound support, case documentation, and contributed to knowledge bases to improve first-call resolution and overall support quality.
Experience
Technical Support Advisor
Transcom Worldwide
Jan 2023 – Present
• Provide advanced technical support for smartphones, tablets, and computer systems, resolving escalated Tier 1/2 issues through structured troubleshooting.
• Ranked Top 10 Performer (Jul 2024 – Jan 2026) for resolution quality, productivity, and customer satisfaction.
• Diagnose and resolve hardware, software, connectivity, and account-related issues while handling high-volume inbound support and meeting SLA/KPI targets.
• Guide customers through onboarding, installations, and product setup to improve first-call resolution.
• Manage and document cases using enterprise ticketing and CRM systems, including triage, prioritization, escalation handling, and knowledge base contributions.
Technical SupportCRM SystemsTroubleshooting
Customer Account Specialist
Sunil Jha & Co.
Jan 2021 – Dec 2022
• Assisted clients using financial and ERP software, troubleshooting reporting and system issues.
• Coordinated with cross-functional teams to resolve client concerns and deliver accurate outputs.
ERP SoftwareFinancial ReportingClient Support
Customer Support Representative
Intelligent Image Management Inc.
Jan 2022 – Dec 2022
• Supported clients with document processing systems and resolved workflow- related technical issues.
• Validated and analyzed high-volume data sets, ensuring accuracy and compliance.
• Investigated discrepancies and coordinated resolutions with internal teams.
Document ProcessingData AnalysisWorkflow Troubleshooting
Education
University of Mumbai
Bachelor of Commerce
2015
Certifications
Certifications in MIS & RDBMS
NIIT
PDERP (SAP ABAP)
Lithan Academy
Skills
TallySAPPower BISQLMicrosoft 365
Languages
English (Full professional proficiency)HindiGujarati
