Manish Kumar Gupta Email & Phone Number

As a Technical Support Engineer with 5+ years of experience, including 3+ years in compliance projects at TCS and 1.5+ years in a product-based company, I have honed my skills in L2+ support, troubleshooting, optimizing system performance, and ensuring regulatory adherence. My journey in the tech industry has been driven by a passion for learning and a dedication to excellence, which recently culminated in completing an MBA. This unique blend of technical expertise and business acumen positions me as a strong candidate for a Support Tech Lead role.Throughout my career, I have consistently demonstrated my ability to resolve complex technical issues and deliver exceptional support. In my compliance projects, I played a pivotal role in maintaining system integrity, managing regulatory requirements, and optimizing support processes. My experience in a product-based company further enriched my skills, allowing me to understand product lifecycles, customer needs, and the importance of agile support.Key Highlights:• L2+ Support Expertise: Resolved 95% of technical issues within the SLA, ensuring high levels of customer satisfaction. Reduced average resolution time by 30% through in-depth troubleshooting and collaboration with development teams.• Compliance Projects: Managed compliance systems with 99.9% uptime, ensuring adherence to regulatory standards. Conducted root cause analysis, reducing recurring issues by 25%.• Product Support: Delivered tier 2+ support, improving product functionality and user experience. Reduced customer-reported bugs at least by 20% through proactive issue identification and resolution.• Customer Satisfaction: Achieved 90% customer satisfaction rating by providing timely and effective solutions. Maintained open communication with clients, enhancing client relationships and trust.• Technical Proficiency: Advanced knowledge of Linux, Oracle databases, Kubernetes, API testing, Debugging codes and support tools like Postman, Control-M, Eclipse, Geneos, OpenShift, Splunk, Zendesk, ServiceNow etc. Proven ability to troubleshoot and resolve complex technical issues efficiently.• Leadership and Training: Developed training programs for new team members, reducing onboarding time by 40% and enhancing team productivity. Led initiatives that improved support processes and system performance, increasing team efficiency by 15%, via automating manual tasks using shell scripting and creating Playbooks using ansible.