Nilesh Majithia

Monitored key metrics like FRT, resolution time, CSAT, and NPS; redesigned ticket triage and escalation workflows in Freshdesk/Jira, reducing average first-response time by 40% and maintaining 99% SLA compliance. Led and mentored a team of 18 technical support specialists, improving employee retention by 25% and achieving a 95% team quality assurance score.

Planned and executed technical environment modifications to address evolving user needs and maintain application high availability. Collaborated with cross-functional system engineering units to recommend architecture updates ensuring 100% compatibility with end-user requirements.

Conducted exhaustive root cause analysis on recurring functional friction points, minimizing system vulnerabilities and protecting operational stability. Owned deployment timelines for critical software releases, patches, and client-facing customizations while managing status reports across external client teams.

Coordinated directly with Business Analysts and Project Leads to ensure day-to-day functional support activities mapped to broader business objectives. Designed and executed knowledge-transfer workshops to train cross-functional staff on process updates, driving swift user adoption and team performance.

Bachelor of Technology in Mechanical Engineering from Amritsar Group of Colleges from 2011 to 2015.

High School education with focus on Maths, Physics, and English from Manav Public School from 2010 to 2011.