Sr. Technical Support Analyst

Kuldip Patel

Experienced Sr. Technical Support Analyst with 6+ years of expertise in the Supply Chain and Logistics domain. Proficient in Incident Management, troubleshooting complex technical challenges, and implementing scalable solutions to drive operational excellence. Skilled in MySQL, JavaScript, and advanced data visualization, with hands-on experience using industry-standard tools like Jira, Superset, AWS, New Relic, Grafana, and Freshdesk. Adept at leading technical teams, streamlining processes, and delivering innovative solutions that enhance productivity and client satisfaction. Recognized for strong leadership, communication, and cross-functional collaboration skills, driving impactful results and fostering organizational success.

Kuldip Patel

01

My Skills

Programming Languages

PHP
JavaScript
Python
HTML
CSS

Web Development

Wordpress
Rest API

Database & Visualization

MYSQL
Oracle
PostgreSQL
Superset
MS Excel
Power BI

Tools & Technologies

Jira
Postman
Git
GitHub
Freskdesk
Docker
AWS
Grafana

02

My Experience +0 Years

  • July 2020 - Present

    FarEye Technologies Pvt. Ltd.

    Sr. Technical Support Enginner

    Empowering digital supply chains by delivering end-to-end technical support, root cause analysis, monitoring, and automation for enterprise-grade logistics applications.

    ● Spearheaded the resolution of high-priority incidents using Freshdesk, New Relic, and Grafana, maintaining 95% SLA adherence and boosting customer retention.
    ● Partnered with engineering and L3 teams to eliminate root causes of recurring issues, reducing incident recurrence by 30% and strengthening system reliability.
    ● Designed and deployed dynamic dashboards in Superset to track key performance metrics, driving data-informed decision-making across business units.
    ● Diagnosed and remediated complex software bugs, performance issues, and integration challenges using JavaScript, MySQL, Shell scripting, and AWS.
    ● Played a key role in end-to-end SDLC support—contributing to requirements analysis, UAT, deployment, and post-launch incident handling.
    ● Authored robust technical documentation, SOPs, and training manuals that reduced knowledge gaps and shortened onboarding time for new engineers.
    ● Implemented monitoring and alerting enhancements in New Relic and Grafana, enabling early detection of anomalies and proactive incident response.
    ● Executed system upgrades and configuration changes under strict change control protocols, ensuring zero downtime during transitions.
    ● Led technical knowledge-sharing sessions and mentored junior support staff, improving team capability, efficiency, and escalation handling.
    ● Built and maintained strong client relationships through technical leadership, prompt communication, and solution-driven support, enhancing overall client experience.

  • July 2019 - July 2020

    Vayam Info Solution Pvt. Ltd.

    Application Support Engineer

    Delivering end-to-end application support and performance optimization to ensure seamless user experience across enterprise systems.

    ● Provided comprehensive L1/L2 support, including issue diagnosis, resolution, and monitoring for business-critical applications.
    ● Responded to user tickets and technical queries via Freshdesk and email, ensuring timely resolution and high customer satisfaction.
    ● Performed root cause analysis of recurring issues, working closely with senior engineers and development teams.
    ● Used tools like Jira, Freshdesk, and New Relic to monitor system health, log incidents, and prioritize tasks based on severity and business impact.
    ● Coordinated application deployments and upgrades, following change management best practices to minimize disruptions.
    ● Created training materials and assisted users in understanding application workflows and best practices.
    ● Maintained detailed documentation of incidents, troubleshooting steps, and resolutions to improve team knowledge and response time.
    ● Proactively monitored performance, reducing application downtime and optimizing overall system behavior.

03

My Projects

Team Portfolio
Team Portfolio HTML, CSS, JS, Bootstrap, PHP, ACF, CPT, Plugins, APIs, Contact Form 7
Personal Portfolio
Personal Portfolio HTML, CSS, JS, Bootstrap, PHP, ACF, CPT, Plugins, APIs, Contact Form 7, WP Mail SMTP

04

My Education

  • 2017-2019

    R B Institute of Management Studies - Ahmedabad (GTU)

    MCA - Master of Computer Application

    Graduated with 7.93 CGPA. Specialized in Information Technology with a focus on system development, database management, and enterprise applications.

  • 2014-2017

    J G College of Computer Application - Ahmedabad (Gujarat University)

    B.C.A - Bachelor of Computer Application

    Graduated with 6.47 CGPA. Covered fundamentals of computer science, programming, networking, and web development.

05

Contact Me

Phone Number

+91-7874369355

Email

patelkuldip1997@gmail.com

Social Network