Ajaydeep Sood is a Technical Support Engineer with 1.5 years of experience providing technical assistance to clients. He is proficient in diagnosing and resolving complex hardware and software issues using a systematic troubleshooting approach. Currently employed at eGain Corporation, he solved 90.2% of Level 2 tech support tickets without needing escalation.
Ajaydeep Sood is a Technical Support Engineer with 1.5 years of experience providing technical assistance to clients. He is proficient in diagnosing and resolving complex hardware and software issues using a systematic troubleshooting approach. Currently employed at eGain Corporation, he solved 90.2% of Level 2 tech support tickets without needing escalation.
Ajaydeep Sood is a Technical Support Engineer with 1.5 years of experience providing technical assistance to clients. He is proficient in diagnosing and resolving complex hardware and software issues using a systematic troubleshooting approach. Currently employed at eGain Corporation, he solved 90.2% of Level 2 tech support tickets without needing escalation.
Ajaydeep Sood is a Technical Support Engineer with 1.5 years of experience providing technical assistance to clients. He is proficient in diagnosing and resolving complex hardware and software issues using a systematic troubleshooting approach. Currently employed at eGain Corporation, he solved 90.2% of Level 2 tech support tickets without needing escalation.
Summary Results-driven Technical Support Engineer with 1.5 years of experience providing exceptional technical assistance to clients and colleagues. Proficient in diagnosing and resolving complex hardware and software issues, utilizing a systematic troubleshooting approach. Adept at delivering clear and concise technical solutions in a customer- friendly manner. Strong background in MS SQL and Java, coupled with excellent communication and interpersonal skills. Proven track record of consistently exceeding performance metrics and delivering top-notch customer satisfaction. Seeking to leverage expertise in technical problem-solving and customer service in a dynamic and innovative team environment.
Professional Experience 2022/04 – present Technical Support Engineer Pune, India eGain Corporation Provide excellent support to customers via email and video calls. •
Customize customer chat templates to meet specific requirements, collaborating
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with the PS team as needed.
Demonstrate strong troubleshooting and communication skills. •
Maintain composure and patience in challenging customer situations.
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Create comprehensive articles documenting resolved issues for future reference.
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Develop positive customer relationships, contributing to retention and loyalty.
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Updated customers on the progress of their support tickets.
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Write complex SQL queries to retrieve data from DB servers, aiding in issue •
resolution. Display enthusiasm in learning about the company's product and its capabilities. •
Onboarded and trained all incoming junior tech support specialists.
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Coordinated with Level 1 technical support specialists to take over calls outside •
their level of support.
Key Achievements
Solved 90.2% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers.
Education 2017/08 – 2021/05 Bachelor of Engineering in Computer Science. Mohali, India Chandigarh University
2015 – 2016 Intermediate - PCM
Morena, India M.P. Board 1/2 Skills Software Troubleshooting Customer Support & Problem Solving Management Investigative & Auditing skills. Good spoken & written etiquettes. Documentation. Communication & Interpersonal Skills. Proven record of reliable and timely delivery of Technical Skills solutions. Python, Microsoft SQL, MySQL, JavaScript, HTML, CSS. Quality focussed and proactive. Enthusiasm for knowledge sharing and people growth. Active Listening & Creative Thinking Skills.
Certificates Certification of completing Summer Cisco Certified Network Associate Internship in Python at EME (CCNA) Technologies
Projects Face recognition system. An application that detects the face of a person and identifies and verifies his/her identity according to the data stored in database. The face detection process is an essential step in detecting and locating human faces in images and videos.
Hostel Allocation System.
An web based application that provides the basic details of the hostel to students such as rooms, fees, mess etc. and provides service to book rooms according to their needs.
Achievements Solved 90.2% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers.
Declaration I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars Ajaydeep Sood
