Hetvi Maisuri
Harleysville,PA
Summary
Results-driven Technical Support Engineer with a strong background in resolving highly complex issues, leading escalations, and collaborating with product teams to drive technical improvements. Skilled in debugging, automation, and optimizing workflows to enhance support delivery. Adept at mentoring junior engineers, conducting readiness programs, and influencing product enhancements. Seeking to contribute expertise in cloud technologies, scripting, and enterprise-level troubleshooting to Microsoft’s support engineering team.
Overview
11
11
years of professional experience
Work History
Sr. Technical Support Engineer
Bankjoy
11.2022 - Current
- Acted as the technical escalation point for highly complex customer issues, providing timely resolutions and ensuring customer satisfaction through proactive communication and troubleshooting
- Utilized debugging tools, Kusto Query Language (KQL), SQL queries, and Datadog to analyze complex issues, resolve service deficiencies, and contribute to incident resolution
- Collaborated closely with product and engineering teams to investigate root causes, implement fixes, and improve customer-facing solutions, preventing recurring issues
- Led cross-functional teams in case triage meetings, facilitating knowledge sharing, process improvement, and aligning resolutions with customer requirements
- Worked with Azure Cloud Services and implemented automation tools to optimize workflows and improve the support engineering delivery process
- Mentored junior engineers, leading technical discussions and sharing insights on troubleshooting methodologies, diagnostic processes, and case resolutions
Technical Support Analyst
ecobee
10.2020 - 02.2022
- Delivered expert-level support for complex smart home technology issues, ensuring end-to-end case resolution while maintaining clear communication with customers
- Worked closely with development and product teams to analyze technical issues, escalate bugs, and contribute to product improvements
- Led readiness programs, including content creation for internal knowledge bases, technical documentation, and brown bag sessions to enhance team knowledge and troubleshooting capabilities
- Actively contributed to process improvement by suggesting fixes for recurring technical challenges and collaborating on tool and diagnostic enhancements
- Utilized JIRA and ServiceNow to manage and track customer cases, ensuring systematic resolution and process adherence
Technical Sales Representative
Wireless ETC/Glentel INC
05.2019 - 01.2020
- Provided customers with in-depth technical advice on mobile accessories, troubleshooting issues, and ensuring seamless customer experiences
- Collaborated with internal teams to optimize sales strategies and product delivery processes, contributing to enhanced customer satisfaction and operational efficiency
Technical Support Specialist
SHAW Communications
05.2018 - 10.2018
- Delivered second-level technical support for a wide range of IT issues, ensuring quick resolution and maintaining a high standard of customer service
- Utilized ServiceNow for incident management, participating in case triage and collaborating with engineering teams to resolve complex customer challenges
- Contributed to process improvements by identifying gaps in existing diagnostic workflows and collaborating with management to implement better solutions
Sales Representative
KnewSales Group
11.2016 - 05.2018
- Achieved high customer satisfaction scores and contributed to operational efficiency through effective sales strategies and forecasting models
- Collaborated with cross-functional teams to drive continuous improvement in sales and customer experience workflows
Software Support Analyst
Chnolo Solutions
02.2014 - 06.2016
- Provided technical support to resolve customer issues, focusing on root cause analysis and effective troubleshooting
- Worked alongside development teams to identify bugs, propose fixes, and document resolution processes for future reference
Education
Master of Science - Information Network Computer Security
New York Institute of Technology
Bachelor of Engineering - Computer Engineering
Gujarat Technological University
Skills
- Operating Systems: Windows, Linux, macOS, Windows Server
- Networking: TCP/IP, DNS, DHCP, VPN
- Cloud Technologies: Azure (Virtual Machines, Azure AD, Monitor, Storage), AWS
- Scripting & Automation: PowerShell, Python
- Databases: SQL (MySQL, SQL Server, PostgreSQL)
- Monitoring & Logging: Datadog, Azure Monitor, Application Insights
- Query Languages & Data Analytics: Kusto Query Language (KQL), Azure Data Explorer (ADX)
- CRM & Ticketing Systems: ServiceNow, Zendesk, Salesforce, JIRA
- IT Frameworks: ITIL, Incident & Problem Management
Timeline
Sr. Technical Support Engineer
Bankjoy
11.2022 - Current
Technical Support Analyst
ecobee
10.2020 - 02.2022
Technical Sales Representative
Wireless ETC/Glentel INC
05.2019 - 01.2020
Technical Support Specialist
SHAW Communications
05.2018 - 10.2018
Sales Representative
KnewSales Group
11.2016 - 05.2018
Software Support Analyst
Chnolo Solutions
02.2014 - 06.2016
Master of Science - Information Network Computer Security
New York Institute of Technology
Bachelor of Engineering - Computer Engineering
Gujarat Technological University
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