Tushar Bagaria
Location: Delhi, India Email: tusharkumar6338452@[Link] Contact: 8707766349
SUMMARY
Results-driven VIP Support Engineer with 4.5 of experience providing high-quality technical support to executives and high-profile users.
Strong expertise in troubleshooting, supporting enterprise applications, and resolving software issues under tight SLAs. Proficient in handling
escalations, delivering remote support, and ensuring smooth application performance. Seeking a challenging role in the application domain to
leverage technical skills.
EXPERIENCE
Executive-VIP Support August 2023-Present
CMS IT Services Pvt. Ltd. Noida, India
● Provided high-level technical support to VIP clients, ensuring prompt and effective resolution of complex hardware, software, and
network issues resulting in 60% increase in client satisfaction scores and a 40% reduction in average resolution time.
● Collaborated with development teams to identify, troubleshoot, and resolve bugs in Java-based applications, enhancing overall system
performance.
● Assisted in debugging and troubleshooting applications, working closely with developers to communicate client feedback and system
issues.
● Monitored application performance and conducted root cause analysis for recurring problems, implementing long-term solutions.
● Created detailed documentation of support processes and solutions, contributing to the knowledge base for the team.
● Developed and implemented standard operating procedures (SOPs) to streamline support processes and improve response times.
● Conduct regular training sessions and workshops for clients and internal teams on new applications and system updates.
● Implement proactive measures to enhance system reliability and prevent potential issues, contributing to a 30% reduction in incident
recurrence.
● Provided L3-level technical support to resolve complex issues escalated from lower tiers, ensuring minimal disruption to business
operations.
● Diagnosed and resolved networking issues, including configuration errors, latency issues, and connectivity failures, collaborated with
network teams to analyze root causes and implement preventive measures to reduce recurring issues.
● Planned, tracked, and managed project deliverables, ensuring alignment with business goals and timelines.
● Led a team of support engineers, providing mentorship and technical expertise to improve troubleshooting skills and enhance service
delivery.
Senior Support Engineer May 2021-August 2023
CMS IT Services Pvt. Ltd. Bangalore, India
● Delivered first and second-level support for a wide range of applications, including installation, configuration, and troubleshooting.
● Acted as a liaison between users and development teams, translating technical issues into actionable development tasks.
● Maintained up-to-date knowledge of application updates, patches, and new releases to provide accurate and timely support.
● Ensured adherence to Service Level Agreements (SLAs), reducing ticket backlog and improving customer satisfaction.
● Handled system setup, configuration, and troubleshooting remotely, minimizing downtime and improving productivity for offsite teams.
Associate Trainee Engineer March 2020-May 2021
CMS IT Services Pvt. Ltd. Bangalore, India
● Assisted in troubleshooting software, hardware, or network-related problems and escalated complex issues to senior teams as needed.
● Logged and tracked tickets, ensuring compliance with SLA and efficient resolution.
● Engaged in structured training programs, gaining foundational knowledge of workflows and systems.
● Contributed to ongoing projects by performing tasks such as system setup, testing, and data validation.
● Worked closely with cross-departmental teams to gain practical exposure to diverse engineering workflow.
ACHIEVEMENTS
● Consistently received Employee of the Month/Quarter awards for five consecutive months by exceeding SLAs and ensuring executive level
satisfaction.
● Achieved a CSAT score of 95%+ by delivering prompt and personalized technical solutions to high-profile clients and executives.
● Managed 100% of critical escalations without any SLA breaches by coordinating effectively with cross-functional teams and vendors.
● Received multiple VIP client appreciations for resolving escalations.
● Received appreciations from supervisors and management for proactively resolving technical issues.
EDUCATION
Bachelor’s in Engineering ( Computer Science & Engineering) August 2015 - June 2019
Sagar Institute of Research & Technology Bhopal, India
7.13 CGPA
Senior Secondary(12th) 2015, Varanasi, India
6 CGPA
Higher Secondary(10th) 2013, Sonbhadra, India
7.76 CGPA
SKILLS
● Ticketing Systems: ServiceNow, Servicedesk Plus
● Remote Support Tools: IBM Remote controller, Quick connect, Quick Assist, RDP
● Networking Protocols: TCP/IP, DNS, DHCP, VPN troubleshooting, Wi-Fi optimization
● Operating Systems: Windows (7/ 8.1/ 10/ 11), Windows server (2012/ 19/ 22)
● Software: SolarWind/ IBM Client for Monitoring, IceWrap/ Outlook/ Intranet as mail server. Forticlient as VPN, MS Office Suite
● Security & Compliance: Symantec, Sentinel One , Sophos Endpoint Protection.
● Programming Languages: C, C++, Java, CSS, HTML
● Database: My SQL
● Tools & IDEs: Eclipse
● Soft Skills: Strong Communication, Customer Empathy, Analytical Thinking, Team Collaboration, Interpersonal skills, Time Management.
CERTIFICATION AND TRAINING
● Successfully completed Training on Big Data with Machine Learning..
● Successfully completed Training on C, C++.
● Successfully completed Training on ITIL Basics and IT Service Operation Processes.
PROJECTS
● Voice Translation through ML.
Aim to create a data sets for speech-to-speech translation tasks.
Used supervised library to convert French speech into English speech.
Language: Python, Used ML library.
