SRSagar Rameshan
@sagarrameshan
Senior Technical Support Executive specializing in CRM, SaaS support, and L2 escalation resolution.
IndiaWhat I'm looking for
I am a customer-focused Senior Technical Support Executive with over 10 years of experience supporting CRM platforms, SaaS products, and enterprise helpdesk operations across India and the Middle East. I take ownership of complex L2 escalations, perform thorough root cause analysis, and collaborate with product and engineering teams to deliver permanent fixes and clear solutions to customers.
I have hands-on experience with Kapture CRM, IBM Maximo, integrations including WhatsApp Business API and social media, and SLA-driven incident and problem management. I build documentation and knowledge bases to improve team efficiency and consistently meet SLA targets while maintaining strong stakeholder communication.
Experience
Work history, roles, and key accomplishments
Senior Technical Support Executive
Kapture CRM
Jan 2022 - Jan 2025 (3 years)
Handled L2 technical support for enterprise customers, resolving complex CRM configuration, workflow and integration issues while maintaining SLA targets and delivering RCAs to drive permanent fixes.
TMProvided high-volume L1 technical support via phone, email and chat, diagnosing software/hardware/network issues and escalating complex cases per ITIL procedures to meet customer satisfaction targets.
Administrator, Helpdesk Operations
Morganti Group Inc.
Jan 2013 - Jan 2021 (8 years)
Managed CAFM-based facilities and helpdesk operations using IBM Maximo, creating and prioritizing work orders, coordinating contractors and ensuring SLA-driven maintenance delivery.
ATM Support Helpdesk
RAKBANK
Jan 2011 - Jan 2013 (2 years)
Monitored 24/7 ATM operations using ESQ and Postilion, logged incidents, coordinated second-level maintenance and performed EJ analysis to maximize uptime and inform fault resolution.
Education
Degrees, certifications, and relevant coursework
NINIIT
Diploma in Information Technology, Information Technology
Completed a Diploma in Information Technology with practical training in IT fundamentals and technical skills.
Board of Higher Secondary Examination, Kannur
Higher Secondary Certificate, Higher Secondary Education
Completed Higher Secondary Education under the Kannur board.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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