s
sugamgautam

Sugam

@sugamgautam

Technical Support Professional for all IT Solutions

India
Hindi, Engels
Sommige informatie wordt in het Engels weergegeven.
Over mij
I'm an IT professional with 8+ years of experience in IT Project Management, SaaS Implementation, Technical Support, and Customer Success. I specialize in Jira, Zendesk, ServiceNow, SLA Management, Incident Resolution, Process Optimization, and IT Operations. I have led technical teams, managed 300+ monthly support tickets, and achieved 98% SLA adherence while supporting global clients. I also offer expertise in Excel reporting, SOP development, workflow automation, tech. documentation, and cross-functional coordination. My goal is to deliver efficient, reliable, and results-driven solutions.... Lees meer

Skills

s
sugamgautam
Sugam
offline • 

Bekijk mijn diensten

Technische ondersteuning
I will manage IT projects saas support jira zendesk and servicenow
VanafUS$ 25 / projectMeer informatie

Werkervaring

Quicket_Solutions

Product Support Team Lead

Quicket Solutions • Fulltime

Mar 2022 - Present • 4 yrs 7 mos

(Serving Notice Period) I bring 8+ years of experience in IT Operations, Project Management, SaaS Implementation, Technical Support, and Customer Success. **Professional Experience:** - **Quicket Solutions (2022–Present):** Customer Success Manager – Led a 12-member team, managed 300+ monthly tickets with 98% SLA adherence, coordinated SaaS implementations for U.S. law enforcement agencies, and handled critical escalations. - **Coforge (2020–2022):** Associate Technical Support Engineer – Delivered enterprise IT support for Caesars Entertainment, troubleshooting complex technical issues. - **Sopra Steria (2019–2020):** Junior Infrastructure Engineer – Managed Active Directory, ITSM processes, access provisioning, and IT automation. - **Tech Mahindra (2018–2019):** Technical Support Associate – Provided networking and technical support to international customers. **Key Achievements:** Team leadership, SLA compliance, workflow optimization, incident resolution, process improvements, technical documentation, and successful cross-functional project delivery.