Open to opportunities

Satyam Partap Chauhan

@satyampartapchauhan

Technical Support Engineer delivering SLA-backed enterprise IT operations, incident resolution, and end-user computing excellence.

India

Message

What I'm looking for

I’m looking for a role where I can deliver secure, SLA-driven IT operations, lead incident resolution with ServiceNow/ITAM, and improve end-user support and uptime in high-availability enterprise environments.

I’m a Technical Support Engineer with extensive experience providing comprehensive IT support in high-availability enterprise environments, including investment banking. At Team Computers Private Limited supporting Deutsche Bank, I maintain 100% operational continuity, manage the incident lifecycle and IT Asset Management (ITAM) in ServiceNow, and resolve 95% of incidents within strict SLAs.

I combine fast, security-conscious troubleshooting with strong operational discipline—reducing hardware issue resolution time by 40% in a high-security financial environment. Previously, I improved first-call resolution during high-volume customer support and accelerated critical outage resolution by 85% while reducing MTTR by 2 hours through remote and on-site technical guidance.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer

Current

Team Computers Private Limited

Oct 2024 - Present (1 year 7 months)

Provided technical IT support for investment banking operations, maintaining 100% operational continuity for critical systems. Managed incident lifecycle and IT asset management in ServiceNow, resolving 95% of incidents within strict SLAs and reducing hardware issue resolution time by 40%.

ServiceNow IT Asset Solutions Incident Management SLA Management Network Troubleshooting End User Computing (EUC)Ticketing Systems

Associate - Customer Support

Tech Mahindra

Sep 2023 - Mar 2024 (6 months)

Handled high-volume technical customer queries and system errors, delivering prompt troubleshooting to achieve high First Call Resolution (FCR) rates. Maintained incident documentation to enrich the knowledge base and improve future issue resolution by 30%.

Technical Customer Support CRM Ticket Notes First Call Resolution (FCR)Root Cause Analysis System Troubleshooting

Technical Support Engineer

Mini IT Services

Feb 2023 - Aug 2023 (6 months)

Delivered remote IT support to on-site field engineers, reducing critical site outages by 85% and lowering MTTR by 2 hours. Provisioned and troubleshot enterprise networking equipment including SD-WAN appliances and Dell EMC server systems.

Remote IT Support SD WAN Dell EMC Provisioning MTTR Field Engineering

Customer Service Associate

Teleperformance

Aug 2021 - Jan 2023 (1 year 5 months)

Provided Tier 1 inbound voice support by diagnosing customer technical issues and delivering rapid, well-documented remote solutions. Logged detailed support interactions into the CRM system to provide actionable insights for service improvements.

Tier 1 Support Remote Support SOP Based Diagnosis