Sanchit Mehta

Job Roles and Responsibility

Job Roles and Responsibility

Job Roles and Responsibility

Lead and mentor software developers by providing technical guidance, support and feedback. Collaborate with stakeholders to gather requirements and define technical solutions. Design and architect scalable, secure and maintainable software systems. Ensure coding standards, best practices and quality assurance processes are followed. Conduct code reviews and resolve technical challenges during development. Lead planning, design and implementation of software projects aligned with business goals. Work with cross-functional teams to deliver high-quality software products. Identify technical debt and implement improvements for better maintainability. Evaluate third-party tools, frameworks and emerging technologies. Monitor project progress, communicate updates and drive continuous improvement.

1. Defined project timelines, budgets, and proposals while maintaining complete documentation throughout the project lifecycle. 2. Coordinated internal teams and external stakeholders, managing risks, prioritizing tasks, and ensuring timely delivery through regular status updates Providerstechnical supportby handling30-35daily customercallsandemails,troubleshootinghardware, software, network, VPN, Wi-Fi, and remote desktop issues. Diagnosed and resolved printer, scanner, desktop, laptop, and OS issues, including LAN/WAN connectivity and peripheral installations. Delivered on-site and remote support for data center, server room, and end-user infrastructure issues requiring physical handling or remote access tools. Managed service desk operations, including ticket creation, documentation, monitoring, SLA/KPI adherence, and timelystatus updates to customers Escalated complex issues to higher-level support and third-party vendors, coordinating warranty repairs and problem management activities. Maintained documentation and knowledge base, collaborated with team members, and stayed updated with new technologies and tools. Handled technical queries related to SaaS-based applications and platforms. Provided support for cloud computing services, including Microsoft 365. Troubleshot issues in Microsoft Admin Center, Zoom, and other video conferencing tools. 1. Deliveredoutstandingcustomerservice byprovidingtimelytechnical support in a fast-paced, service- driven environment. 2. Troubleshot and resolved hardware and software issues, including printers, scanners, system lag, and performance 3. problems 4. Supported Microsoft 365 administration, handling Outlook, email flow issues, password resets, login problems, Teams, and account configurations.. 5. Diagnosed and resolved network connectivity issues, including Wi-Fi and VPN access problems. 6. Managed help desk operations by answering calls, logging and tracking tickets, prioritizing issues, and following defined escalation procedures. 7. Maintained detailed documentation, followed up with customers to ensure SLA compliance, and collaborated with internal teams and vendors for resolution. 8. Su pported Google Workspace applications such as Docs, Drive, and other productivity suites. 9. Resolved issues related to Microsoft Teams and other communication platforms. 10. Managed technical support tickets involving login issues and application-level problems within Saas Managed and trained Service Desk teams, ensuring high performance and customer satisfaction. Oversaw incidents, service requests, change management, and ITSM operations following ITIL best practices. Ensured SLA compliance through KPI tracking, reporting, trend analysis, and continuous process improvements. delivery. Led operational excellence initiatives, process documentation, audits, and service performance reviews. Managed team productivity, recruitment, vendor escalations, and overall Service Desk operational efficiency. Iamskilled HELPDESKSERVICEDESK ENGINEER(L1-L2.5)/ TECHNICALOPERATIONSMANAGER having 10+yearsindustry experience seekingchallenging opportunities. Providetimelyupdatesto clients and internaltechnical staff during theresolution processCoordinateschedulesoftechnical staff to ensure maximum utilization of resourcesProvides excellent clientserviceduringevery interaction with clients Works to improve processes and innovation inregardtohowtheNOCteam operates Logging incoming customer communication, taking ownershipof,andworkingonsupport queries Keep customers informed in a professional manner ensuring accuracyofdetail Troubleshooting problems Service Desk Manager Coordinated with stakeholders, client,vendors and internal team to maintain seamless service

Developed and optimized custom software solutions through code reviews, performance enhancements, and rigorous testing to improve product quality. Led successful platform migrations by planning transitions, coordinating teams, and ensuring smooth implementation.

Assisted senior team members through research, data compilation, reporting, and competitor analysis to support informed business decisions. Participated in professional development workshops to build skills and stay current with industry trends.

RITSM CERTIFIED ENGINEER

KASEYA

Microsoft Certification Preparation - Azure Fundamentals & Microsoft 365 (In Progress)

Microsoft

AWS Architecture Training (6 Months)

Kaseya University

Certificate in C++

Excel Net Computers Education Center, under Social Welfare Society of Information Technology (NCT Govt. of Delhi)

Certificate in Java

Excel Net Computers Education Center, under Social Welfare Society of Information Technology (NCT Govt. of Delhi)