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sahil ramteke

@sahilramteke

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IT & Technical Support specialist with embedded-systems expertise and proven incident resolution under SLA.

Canada

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What I'm looking for

I seek a customer-facing technical support or field role that leverages embedded-systems and networking skills, values clear documentation, and offers growth into device reliability or engineering coordination.

I am an IT and Technical Support professional with an embedded-systems background and more than four years resolving customer-facing incidents under SLA. I combine hands-on hardware diagnostics, device imaging, firmware updates, and networking troubleshooting to restore device uptime and support on-site installations.

I have served as a primary technical contact, resolving 95%+ of cases within SLA, managing 200+ cases per month in Salesforce, and coordinating with engineering teams and field technicians on complex failures and patch rollouts. My experience spans Windows, Linux, Android basics, TCP/IP networking, VPN/DHCP/firewall troubleshooting, and backend support using Oracle PL/SQL and Microsoft SQL Server.

I prioritize clear documentation, root-cause analysis, and knowledge transfer—training non-technical staff and creating runbooks to reduce repeat incidents. I seek roles where I can apply my embedded-systems knowledge, customer-facing support experience, and cross-functional collaboration to improve device reliability and merchant uptime.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

Teleperformance

Sep 2024 - Present (1 year 2 months)

Served as primary technical contact resolving 95%+ of customer incidents within SLA through structured diagnostics, device imaging, firmware updates, and network troubleshooting while coordinating field technicians and engineering for escalations.

Technical Support Imaging Firmware USB Serial Diagnostics Escalation Management

Assistant Systems Engineer

Tata Consultancy Services

Nov 2020 - Aug 2022 (1 year 9 months)

Maintained and optimized backend systems and Oracle PL/SQL processes, automated routine tasks to improve operational efficiency, and participated in incident response and disaster recovery to support business continuity.

Oracle PL SQL Microsoft SQL Server Shell Scripting Automation Log Analysis Incident Response Disaster Recovery Client Communication

Education

Degrees, certifications, and relevant coursework

Conestoga College

Ontario College Graduate Certificate, Embedded Systems Development

2023 - 2024

Completed an Ontario College Graduate Certificate in Embedded Systems Development, covering embedded development practices and device-level diagnostics.

MGM's Jawaharlal Nehru Engineering College

Bachelor of Engineering, Electronics and Telecommunications

2016 - 2020

Earned a Bachelor of Engineering in Electronics and Telecommunications with coursework in electronics, communications, and embedded systems fundamentals.