Vaibhav Kothari

Incident Management & SLA Achievement: Reduced issue resolution times by 50% by consistently meeting SLAs, providing prompt responses, and executing proactive troubleshooting. Managed the end-to-end incident lifecycle within Zendesk, ensuring clear communication and timely updates for all customer stakeholders. Implementation & Onboarding: Guided client onboarding and product implementations, mana

Acted as a trusted partner to clients, guiding them through technical troubleshooting, SaaS integrations, and product adoption.
Generated multiple Ad-hoc reports using SQL bridging the reconciliation request gap between the client and our services.
Collaborated with engineering and product teams to relay client feedback, helping shape feature development and improve workflows.
Created documentatio

Worked as Customer Success/Technical Support Engineer at Champion Healthcare Technologies.

Delivered application and customer support for proprietary tissue and implant tracking software, ensuring timely issue resolution. Collaborated with senior developers and technical writers to develop a robust help center for upcoming software releases. Built and refined Sumo Logic queries and alerts to track key production KPIs (failed jobs, integration errors, latency spikes), proactively notifyi

Worked as Customer Success/Technical Support Engineer at Climate Pros Inc.

Delivered internal IT support to resolve technical issues encountered by employees promptly. Troubleshot and resolved proprietary application issues in coordination with field technicians. Built ad-hoc SQL reports to validate end-to-end data flows, ensuring data integrity and resolving stuck or failed records in production. Configured laptops for new hires and integrated them into the company doma

Supported managed file transfers across three key products, ensuring uninterrupted service delivery. Troubleshot, debugged, and resolved technical communications issues over protocols including AS2, FTP, and SFTP. Delivered priority phone support for high-impact issues, ensuring rapid problem resolution. Managed 10-15 support tickets daily and documented first-time technical solutions collaborativ

Worked as Technical Support Specialist at Cleo.

Provided dedicated product support to ensure optimal user function and satisfaction. Configured databases, performed software installations, and developed scripts to streamline support processes. Delivered multi-channel technical support and troubleshooting for hardware, software, and peripherals for both local and global users. Documented and tracked each incident to ensure timely resolution and

Worked as Customer Success/Product Support Engineer at ADSI - Smart Shipping Made Easy.

Media Gateway Control Function tester. Service Validation and Automation testing

Worked as IT Field Support Technician at Hasati.

Worked as Front Desk Agent at Holiday Inn.

Customer Assistance

Customer assitance