Open to opportunities

Vishal Ravatka

@vishalravatka

Message

I deliver Level 1–Level 2 technical support, resolving incidents fast under SLAs.

India

Message

What I'm looking for

I’m looking for a role where I can own Level 1–2 application and hardware support, manage tickets and SLAs, collaborate cross-functionally, and continuously improve self-service through documentation and training.

I’m a Customer Support & Technical Support professional providing Level 1–Level 2 support across operations and IT environments. I resolve hardware, software, and application issues through tickets, email, and calls, and I stay accountable to defined SLAs while escalating complex problems appropriately.

At Actosoft, I install, configure, and troubleshoot applications and peripheral devices, and I perform routine system updates, patches, and backups to keep data integrity and stability strong. I also create documentation and provide user training to improve self-help, maintain detailed issue records for knowledge sharing, and support system upgrades while minimizing downtime—skills strengthened earlier through my Technical Support Executive role and my 150+ daily customer interaction experience in Operations & Support.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer

Current

Actosoft

Sep 2023 - Present (2 years 8 months)

Provided Level-1 technical support for end-users by resolving hardware, software, and application issues via tickets, email, and calls. Installed, configured, and troubleshot applications/peripherals, performed system updates and backups, and created user training and documentation to improve self-service.

Ticketing Incident Management Application Support system updates Backup Remote Support User Training Documentation Windows

Technical Support Executive

ANS IT India Pvt Ltd

Nov 2022 - Sep 2023 (10 months)

Delivered technical support to resolve end-user issues and escalated complex cases to higher-level teams when needed. Maintained documentation and knowledge bases, provided guidance to team members, and used client feedback to identify recurring issues and support product improvements.

Technical Support Incident Management Escalation Management Documentation Remote Support team guidance SQL

Senior Executive - Operations & Support

ARS Traffic & Transport Technology

Oct 2019 - Oct 2022 (3 years)

Managed 150+ customer interactions daily, resolving service and operational queries efficiently and coordinating with cross-functional teams within defined SLAs. Monitored city bus and BRT routes for compliance, prepared transit performance reports, and trained new team members to maintain workflow efficiency.

Customer Support Operations Support SLA Management Reporting & Analytics Compliance Monitoring Documentation Communication

Education

Degrees, certifications, and relevant coursework

Shree S.V. Patel College of Computer Science & Business Management

Bachelor of Computer Applications, Computer Applications

2015 - 2019

Grade: 7.48 GPA

Activities and societies: Final year group project: The Quest (Article & Book Publishing Website). Built front-end with HTML/CSS/JavaScript; used basic MySQL concepts; managed documentation, testing, deployment, and coordinated tasks/timelines.

Completed a BCA degree at Shree S.V. Patel College (Surat) and graduated with a 7.48 GPA. Final-year group project involved building a front-end for an article/book publishing website using HTML, CSS, and JavaScript, with basic MySQL concepts.