Open to opportunities

Manojkumar Sapara

@saparamanoj

Message

Detail-oriented Senior Customer Support Engineer with 20 years in IT service desk and technical support.

India

Message

What I'm looking for

I seek a customer-focused support role where I can lead and mentor teams, improve service processes, and resolve complex technical issues within SLA.

I am a Senior Customer Support Engineer with over 20 years of experience delivering enterprise-level IT service desk and technical support, focused on driving customer satisfaction and reducing resolution times.

My background includes hands-on troubleshooting of systems and networks, ITIL-based incident and change management, and working with ticketing platforms such as ServiceNow, Jira, and Zendesk.

I have led and mentored support teams, conducted performance reviews, created MIS reports, and ensured documentation and process improvements to meet SLAs and operational goals.

I hold a Diploma in Information Technology and ITIL Foundation certification, and I am motivated to contribute my technical expertise and leadership to a dynamic organization seeking reliable, customer-focused support engineering.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Support Engineer

Current

Corporate Infotech Pvt Ltd

Oct 2022 - Present (3 years 8 months)

Senior Customer Support Engineer delivering IT service desk and technical support, improving resolution times and mentoring junior engineers while managing escalations within SLA for enterprise clients.

Technical Support Service Desk ITIL Incident Management ServiceNow Ticketing Systems Active Directory Remote Support

IT Service Desk / Technical Support

CMS IT Services Pvt Ltd

Oct 2016 - Oct 2022 (5 years 11 months)

Provided IT service desk and technical support on ONGC Hazira ITIMMS contract, handling incident management, on-site and remote support, and contributing to service improvement initiatives.

Incident Management Service Desk Zendesk Jira Remote Support Client Communication

IT Service Desk / Technical Support

TCS Limited

Oct 2015 - Oct 2016 (1 year)

Contract assignee delivering IT service desk support for ONGC Hazira, managing escalations and supporting enterprise client operations under SLA.

Service Desk Escalation Management client support ITIL Ticketing Systems performance reporting

Desktop Engineer

PCS Technology Ltd

Nov 2007 - Jun 2010 (2 years 7 months)

Desktop Engineer providing IT-service desk and technical support on ONGC Hazira contracts, performing routine audits and implementing operational improvements.

Desktop Support Troubleshooting Windows Active Directory Customer Service

Support Engineer

Proprietor (Self Employment)

Jun 2004 - Sep 2007 (3 years 3 months)

Operated as an independent support engineer providing technical support services, managing client relationships and delivering troubleshooting and maintenance tasks.

Technical Support Client Management Troubleshooting Maintenance Customer Service

Education

Degrees, certifications, and relevant coursework

Technical Examination Board Gujarat

Diploma in Information Technology, Information Technology

2001 - 2004

Completed a Diploma in Information Technology from the Technical Examination Board Gujarat focusing on practical IT and technical support fundamentals.