Shubhh Pathak

Technical Support Engineer

Khargone, Madhya Pradesh 6+ yrs exp 85 · Excellent

About

Technical Support Engineer with 5+ years of experience in L1/L2 Application & Production Support, Incident Management, Root Cause Analysis, and Data Validation across enterprise healthcare and telecom systems. Skilled in ticket lifecycle management, system monitoring, SLA-driven operations, and cross-functional coordination with State/Central IT, vendors, and business stakeholders. Recently expanded technical toolkit with hands-on practice in Linux, AWS fundamentals, and Docker. Seeking Technical/Application Support, Production Support, or IT Operations roles.

Skills & Expertise (23)

Incident Management Advanced

7.5/10

Years Exp

Problem Management Advanced

7.5/10

Years Exp

RCA Advanced

7.5/10

Years Exp

SLA Compliance Advanced

7.5/10

Years Exp

Ticket Lifecycle Management Advanced

7.5/10

Years Exp

Deployment Validation Advanced

7.5/10

Years Exp

Release Validation Advanced

7.5/10

Years Exp

GitHub Advanced

7.5/10

Years Exp

Git Advanced

7.5/10

Years Exp

EC2 Intermediate

6.5/10

Years Exp

Advanced Excel Intermediate

6.5/10

Years Exp

Power BI Intermediate

6.5/10

Years Exp

Data Reconciliation Intermediate

6.5/10

Years Exp

Data Validation Intermediate

6.5/10

Years Exp

SQL Intermediate

6.5/10

Years Exp

Docker Intermediate

6.5/10

Years Exp

CLI Intermediate

6.5/10

Years Exp

IAM Intermediate

6.5/10

Years Exp

AWS Fundamentals Intermediate

6.5/10

Years Exp

System Monitoring Intermediate

6.5/10

Years Exp

Linux Administration Intermediate

6.5/10

Years Exp

SAP CRM Intermediate

5.5/10

Years Exp

L2 Support

Work Experience

District Data Manager (Technical Support Engineer)

National Health Mission (NHM–IDSP), Government of India

May 2020 - Oct 2025

Resolved technical and application issues raised via IHIP portal, WhatsApp, calls, and email from 400+ facilities, ensuring timely closure within SLA. Provided L1/L2 application and production support for statewide healthcare systems serving 400+ healthcare facilities. Managed 30–40 production incidents every month, ensuring timely resolution and adherence to service levels. Performed incident investigation through log analysis, application validation, system diagnostics, and operational monitoring. Conducted Root Cause Analysis (RCA) and documented corrective and preventive actions. Validated production data through data quality checks, reconciliation, and integrity verification. Coordinated with State IT, Central IT, vendors, and business stakeholders for issue resolution and release activities. Supported deployment readiness, environment validation, and post-release verification. Developed Power BI dashboards and Excel reports for KPI tracking, operational visibility, and incident trend analysis. Prepared SOPs, technical reports, and operational documentation to improve knowledge sharing.

Deputy Executive (Service Engineer – L1/L2)

Reliance Jio (SMSL Ltd.)

Dec 2018 - Jul 2019

Delivered L1/L2 technical support for telecom applications, CRM systems, devices, and connectivity issues. Diagnosed and resolved customer incidents through structured troubleshooting and ticket management. Escalated complex issues to engineering teams with detailed technical analysis. Maintained approximately 95% SLA compliance while ensuring high customer satisfaction.