I seek a customer-focused IT support role where I can lead service desk operations, Customer Support, Desktop Support, Helpdesk, Technical Support, Team Lead.
MSLooking for a job
manoj sapara
@manojsapara
Experienced IT Service Desk professional specializing in technical support and customer success.
IndiaWhat I'm looking for
I am a seasoned IT Service Desk and Customer Support professional with 19 years of hands-on experience in technical support, incident management, and team leadership. I hold a Diploma in Information Technology from the Technical Examination Board Gujarat and an ITIL Foundation certification.
Throughout my career I have worked on large contracts supporting ONGC Hazira and other enterprise clients, managing service desk operations, troubleshooting complex hardware and software issues, and handling escalations within SLA. I have experience with tools and processes including BMC Remedy, CA Service Desk, Zen, JIRA, Active Directory, and IBM Lotus Notes.
I mentor and manage teams, produce MIS and performance reports, drive process improvements, and promote the service desk as a core business asset. I seek to bring reliability, operational efficiency, and customer-focused technical service to a dynamic organization.
Experience
Work history, roles, and key accomplishments
CL
Current
Senior Customer Support Engineer
Corporate Infotech Pvt Ltd
Oct 2022 - Present (3 years 1 month)
Lead IT service desk and technical support for ONGC Hazira contract, managing incident and change processes, mentoring team members, and ensuring SLA compliance to maintain operational efficiency.
CL
Senior Customer Support Engineer
CMS IT Services Pvt Ltd
Oct 2016 - Oct 2022 (5 years 11 months)
Provided IT service desk and technical support for ONGC Hazira contracts, handled escalations, conducted audits, and contributed to service improvement initiatives while working under contract assignments.
CL
Desktop Engineer
CMC Limited
Jun 2010 - Sep 2015 (5 years 3 months)
Delivered desktop support and technical assistance for ONGC Hazira contract assignments, performing system audits, repairs, and user support to maintain service continuity.
PL
IT Support Engineer
PCS Technology Ltd
Nov 2007 - Jun 2010 (2 years 7 months)
Provided IT service desk and technical support for ONGC Hazira contracts, earning quarterly performance recognition for consistent service delivery and issue resolution.
VE
Proprietor / IT Technician
Vihal Engineer
Jun 2004 - Sep 2007 (3 years 3 months)
Operated a self-employed IT services business providing computer repairs, system builds, and local technical support to clients in Surat, improving client system reliability.
Education
Degrees, certifications, and relevant coursework
TG
Technical Examination Board Gujarat
Diploma in Information Technology, Information Technology
2001 - 2004
Completed a Diploma in Information Technology focusing on practical IT skills and systems support.
GB
Gujarat Higher Secondary Education Board
Higher Secondary (10+2), Science
2000 - 2001
Completed Higher Secondary (10+2) with a Science emphasis.
GB
Gujarat Secondary Education Board
Secondary (10), General
1998 - 1999
Completed Secondary education (10th grade).
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
IndiaAuthorized to work in
Salary expectations
15k-30k USD
Job categories
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