05/26/2025 updated
100 % available
Technical Support Specialist with 16 years of Operations Management Experience
Pune, India
Only remote
Bachelor Of CommerceData AnalysisTechnical SupportAtlassian JiraBusiness Process ImprovementStandard Operating ProcedureSystem MonitorSupervisory Control and Data Acquisition (SCADA)Incident ManagementKnowledge BasesOperations ManagementRisk AnalysisStreamlineGrafanaReliability of SystemsRemote Support
Technical Support
Expertise in resolving software and hardware issues for global clients using tools like Zendesk, Jira, and remote support applications.
Incident Management
Proficiency in incident management systems, escalation procedures, and resolution tracking to ensure timely issue resolution and service standard compliance.
Process Improvement
Experience in identifying and implementing process improvements that streamline operations, reduce costs, and elevate service standards.
System Monitoring
Proficiency with monitoring and troubleshooting tools including Grafana, ThousandEyes, Kisoff, SCADA, and SOTI to ensure system reliability.
MS Office Suite
Advanced skills in Microsoft Office applications including Excel for data analysis and reporting.
Risk Analysis
Experience in conducting thorough risk assessments, identifying potential fraud cases, and implementing mitigation strategies.
Documentation Management
Skills in maintaining detailed documentation, knowledge base articles, and standard operating procedures.
Expertise in resolving software and hardware issues for global clients using tools like Zendesk, Jira, and remote support applications.
Incident Management
Proficiency in incident management systems, escalation procedures, and resolution tracking to ensure timely issue resolution and service standard compliance.
Process Improvement
Experience in identifying and implementing process improvements that streamline operations, reduce costs, and elevate service standards.
System Monitoring
Proficiency with monitoring and troubleshooting tools including Grafana, ThousandEyes, Kisoff, SCADA, and SOTI to ensure system reliability.
MS Office Suite
Advanced skills in Microsoft Office applications including Excel for data analysis and reporting.
Risk Analysis
Experience in conducting thorough risk assessments, identifying potential fraud cases, and implementing mitigation strategies.
Documentation Management
Skills in maintaining detailed documentation, knowledge base articles, and standard operating procedures.
Experience
Professional experience0 - 5 years
Freelancer since2025
Languages
EnglishNative speaker
Project history
Provided technical support to global clients, resolving software and hardware issues. Initiated incident calls to escalate critical issues and engaged appropriate stakeholders. Accurately logged all query calls in the Addverb ticketing system.
Provided technical support for warehouse automation to global retail clients, resolving software and hardware issues via Zendesk and Jira. Acted as a moderator for incident management calls and maintained detailed documentation.
Provided software support for hospital staff by resolving complex issues with applications. Executed senior team member responsibilities including monitoring ServiceNow queue and ensuring accurate case documentation.