IT Application Support Specialist & Analyst

Sanjeev Mehta

C-*** Royal Nandish, off Gotri-Sevasi road, Gotri, Vadodara GJ-390021

+91-908******* ***********@*****.***

Profile

Highly skilled IT Application Support Specialist with over 10 years of experience in providing technical support and ensuring the smooth functioning of software applications. Possesses strong analytical and problem-solving skills with a deep understanding of information technology and business processes. Adept at working both independently and collaboratively within a team. Committed to delivering exceptional support and services.

Skills

Technical Skills

Project Management, Agile Methodology, and ITIL practices.

Understanding HTML, CSS, JavaScript, Dotnet, and SQL development methods.

Very comfortable using Windows, Mac, and Linux systems.

Competent Microsoft Office Products.

Cloud Computing (AWS and AZURE).

Business Skills

Define accurate business requirements and present technical information in an easy and understandable manner to non-technical stakeholders.

IT services and Delivery Procedures.

Quality assurance and management.

Stakeholder management. Customer-focused.

Create, share, and maintain knowledgebase and business documentation.

Interpersonal Skills

Collaborative and participative. I can build relationships easily.

Self-directed, self-motivated, independent worker. Ability to take ownership of complex and critical problems and provide end solutions.

Excellent communication – verbal and written.

Attention to detail and accuracy. Adaptable, flexible, punctual, and trustworthy.

Qualifications

Educational

2016: Grad. Dip. in Computing Level 7 - Information Technology (Business Analysis), Unitec Institute of Technology, Auckland, New Zealand.

2012: M.B.A in Information Technology, United Business Institutes, Brussels, Belgium.

1993: Bachelor of Commerce – Financial Accounting and Auditing, Mumbai University, Mumbai, India.

Certifications

Scrum Master Fundamentals - 2024

PRINCE2 Foundation – 2016

IC Agile Certified Professional – 2016

ITIL V3 Foundation – 2012

Work Experience

Sr. Product Support Specialist

April 2024 – September 2024

Valorx India P. Ltd., Ahmedabad

Lead the team in India. Managed and resolved client tickets, ensuring timely resolution.

Proactively identified issues and escalated complex cases to enhance service delivery.

Collected and analyzed information on issues, queries, and bugs, creating technical documentation that improved communication with the engineering team.

Developed and delivered training to clients on complex configurations and effective issue resolution, enhancing their overall experience.

Created SOPs that streamlined processes and improved operational efficiency.

Maintained Service Level Agreements (SLAs) that ensure consistent and reliable service.

Established a comprehensive knowledge base, significantly improving support efficiency.

Collaborated with the QA team in testing insider and final releases, effectively reporting bugs and contributing to product quality.

Compiled weekly reports for management on ticket metrics and root cause analysis, providing insights for continuous improvement.

Software Support Specialist

April 2018 – April 2024

Shiv Software Solutions, Vadodara – Easy Data Access LLC, USA

Lead the customer support operations. Acted as subject matter expert for external stakeholders.

Coordinated with the development and QA teams to resolve bugs, add features, and address client-reported issues.

Researched and encouraged the introduction of new features and client feature requests.

Comparing our product with competitors and sharing findings with the development team.

Gathered client requirements, documented them, and forwarded them to the development team to facilitate product development.

Provided clients with solutions, including installations, upkeep, troubleshooting, bug-fix delivery, upgrades, training, and other customer service activities.

Respected SLAs and promptly delivered solutions.

Maintained knowledgebase, training material, manuals, demo videos, and all relevant documentation.

Assisted the QA team with load testing and user acceptance testing.

Assisted the sales team with pre-sales activities such as demonstrating product features, planning system needs, and proof of concepts.

Conducted regular training sessions for clients and internal teams to ensure optimal use of the product.

Developed and implemented automated solutions to improve efficiency and reduce manual intervention.

IT Analyst (Casual Contracts - NZ)

February 2016 – December 2016

Kimaya Creations, Auckland

Spark Digital – Auckland

September 2016 – December 2016

Troubleshooting and support for desktops and laptops. Asset management.

Assisted with project management tasks. Submitted daily reports.

Deployed OS builds. Upgraded devices with new hardware.

Coordinated with other teams to achieve fast resolution of issues and problems.

Resolved issues at Level 1 and 2. Reported to Senior Service Manager.

Provided training and support to new team members, ensuring they were up to speed with company processes and procedures.

Heartland Bank – Auckland

August 2016

Provided support for desktops, laptops, printers, mobiles, tablets, projectors, IP telephones, and applications support over phone, email, remote tools, and on-site.

Call logging, tracking calls, and escalation for user problems by taking ownership of complex incidents and resolution adhering to SLA.

Deployed new hardware, software builds, solved issues related to hardware and software, built customer satisfaction, and promoted productivity.

AD user account creation, modification, disabling, maintenance, password resets, out of office replies, Outlook and Exchange configuration, troubleshooting, training, follow-ups, and all relevant service at the IT help desk.

Resolved Level 1 incidents, reporting, documentation, creating knowledge bases, and updating. Assisted in clearing backlogs. Reported to IT Manager.

Conducted regular audits of IT systems to ensure compliance with company policies and procedures.

NZ Police Project – Auckland

February 2016 – April 2016

Part of the IT project team. Assisted project leader in new device roll-outs (laptops, desktops, tablets, thin clients), asset tracking, and management. Collected old devices and reported daily activities. Reported to project team leader.

Provided training and support to end-users on new devices and systems.

Developed and maintained project documentation, including user guides and training materials.

ICT Consultant/Analyst (Self-employed)

April 2001 – June 2015

Clients included government organizations, medium and large-scale private organizations, educational institutes, and SOHO customers.

Directorate of Revenue Intelligence, Mumbai – Key Client

A Government of India department

Evaluated organizations' requirements and ensured that ICT facilities met the best standards. Contributed organizational policy regarding quality and planning.

Provided appropriate ICT infrastructure as per specifications. Resolved all IT issues and managed the service desk activities. Assisted in finance planning, budgeting, procurement, and deployment.

Oversaw installation, scheduling upgrades and patches, security of hardware and software systems. Managed team and resolved all issues and problems.

Evaluated alternatives, hardware and software.

Kept up to date with the latest technologies and used best practice methods.

Ensured the smooth running of all ICT systems, including OS, business applications, anti-virus network, email systems. Ensured that all organizational policies were adhered to. Tested system functionality regularly and took corrective actions.

Provided secure access to the network for remote users. Secured data from internal and external attacks.

Managed crisis situations, which may involve complex technical hardware or software problems.

Designed and maintained knowledge base and training material.

Managed asset management, incident management, knowledge base creation, and maintenance. Implemented ITIL procedures.

Provided data storage management and backup procedures, data security, and data reliability.

Conducted regular training sessions for staff on new systems and technologies.

Developed and implemented disaster recovery plans to ensure business continuity.

IT Systems Engineer

September 1996 – February 2000

Minitron

Supported customers for desktops, laptops, and servers. Data backups and restoration.

Troubleshot customer problems and achieved maximum uptime of all IT systems. Network installation and support.

Managed response to and resolution of problems for clients, including hardware and software.

Installed operating systems, anti-virus, and business applications.

Assembled x86 systems, configured, and installed various hardware devices and their drivers.

Provided training and support to customers on new systems and technologies.

Developed and maintained documentation for all IT systems and processes.

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