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Nikhil Pande

@nikhilpande

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Dedicated Tier 2 Support Engineer with strong troubleshooting skills.

India

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What I'm looking for

I am looking for a role that offers growth opportunities and values collaboration.

I am a passionate Tier 2 Support Engineer with a strong technical background and a commitment to customer satisfaction. Currently, I assist clients through various channels, including Salesforce, email, chat, and phone, ensuring their queries are resolved efficiently. My role involves advising clients on best practices and troubleshooting issues to provide effective solutions.

Previously, as an Implementation Consultant, I configured software for various clients, including banks and retail stores, and collaborated with product teams to enhance our offerings. My experience has honed my analytical and diagnostic skills, allowing me to thrive under pressure and meet tight deadlines. I take pride in my ability to communicate effectively with clients and internal stakeholders, ensuring a seamless implementation process.

Experience

Work history, roles, and key accomplishments

Current

Tier 2 Support Engineer

Current

Mitratech Holdings INC.

Jun 2023 - Present (2 years 1 month)

Providing customer support through various channels including Salesforce, email, chat, and phone. Responsible for troubleshooting issues, advising clients on configurations, and maintaining ticket tracking systems. Collaborates with clients to resolve queries and ensures effective communication.

Salesforce Troubleshooting Communication Skills Customer Support Problem Solving Technical Support Analytical Skills Collaboration

Implementation Consultant

JRNI

May 2022 - Mar 2023 (10 months)

Configured software for banks and retail clients, collaborating with product teams to enhance service delivery. Responsible for successful project implementations and providing ongoing support to clients.

Software Configuration Project Management Problem Solving Presentation Skills Agile Methodologies Business Analysis Technical Support Communication

Tier 2 Support Engineer

Mitratech Holdings INC.

Mar 2021 - Jun 2022 (1 year 3 months)

Triage and troubleshoot reported problems, maintaining proactive communication with clients. Created knowledgebase articles to enhance self-help tools and improve service efficiency.

Troubleshooting Communication Client Services Problem Solving Agile Web Services Business Analysis

Implementation Consultant

Hotelkey India Pvt Ltd.

May 2018 - Mar 2021 (2 years 10 months)

Configured and implemented Hotelkey applications for clients, providing training and support. Responsible for functional testing and ensuring effective use of the application by end-users.

ERP Implementation SQL Functional Testing Training Project Management Documentation Technical Support Problem Solving Communication

Jr. Implementation Engineer

Micropro India Pvt. Ltd.

Mar 2017 - May 2018 (1 year 2 months)

Provided technical support and training for customized ERP solutions. Developed user acceptance tests and managed product adoption and change management.