I am a seasoned Technical Support IT professional with over 8years of experience. In my current role as an Senior Technical Support In-charge at Software Associates Pvt Ltd, I am responsible for solve and helping customer software related problems as per Service Level Agreement, Assist and support a team of Help-Desk staff in their daily tasks, Achieving 98%-100% closure rate for the support calls on every week. Assist and follow up customer Annual maintenance contract services on periodically, Work on Cross sales for the new modules and services with the customers. Complete work assignments under the guidance of project team leader and adhere to the best standards and processes in executing team Technical Support functions. The professional experience I’ve gained during my time here has helped me to improving my overall knowledge. Prior to this position, I spent 2 years working as a Software Implementation engineer for Software Associates. In this role, I was tasked with a handful of unique challenges, including onsite software installation, Training, Meeting and Overall Implementation works. Over the course of my time there, I was able to overcome and redefine these challenges.