Dinesh Thakur
Summary
Dedicated Implementation Specialist and Technical Support Engineer with a strong foundation in delivering user-friendly, reliable software solutions and hands-on support. I bring a blend of technical skill and a client-centered approach, making complex implementations and integrations feel seamless for clients. Experienced in troubleshooting diverse systems (Salesforce, SharePoint, RESTful APIs) and adept at using diagnostic tools like Zendesk, SumoLogic, and JIRA to resolve issues efficiently. Known for clear communication and collaborative teamwork, I focus on problem-solving that not only addresses immediate needs but also prevents future issues, resulting in a 20% reduction in recurring problems. Passionate about helping clients succeed and always looking for ways to enhance processes through automation, proactive monitoring, and knowledge sharing.
Overview
9
9
years of professional experience
Work History
Implementation Specialist
TrueContext (Formerly ProntoForms)
Kanata, ON
06.2022 - Current
- Facilitated requirements-gathering meetings and documented solution designs, enhancing cross-team alignment and reducing rework by 20%.
- Configured ProntoForms solutions for client processes, ensuring 100% compliance with business rules and reducing setup time by 15%.
- Secured a $968,000 service contract by presenting a compelling proof of concept to a healthcare client, driving new business.
- Partnered with technical consultants to define integration requirements, resulting in seamless integrations and minimal post-deployment issues.
- Developed and implemented customized document templates using XSL/XSLT, improving document processing speed and accuracy by 30%.
- Delivered comprehensive training (webinars) to 50+ client users, achieving a 90% satisfaction rate and faster user adoption within 2 weeks.
- Oversaw 10+ client accounts, consistently meeting all milestones and improving client satisfaction by streamlining project timelines by 20%.
- Monitored and resolved client issues proactively, reducing troubleshooting time by 25% and ensuring a high level of client satisfaction.
- Coordinated with cross-functional teams (developers, project managers, sales) to ensure timely project delivery, reducing launch delays by 15%.
Software Support Specialist
TrueContext (Formerly ProntoForms)
Kanata, ON
06.2021 - 06.2022
- Provided technical support during product setup, diagnosing and resolving configuration and compatibility issues to ensure successful client implementations and minimize downtime.
- Supported clients in troubleshooting and integrating the product with Salesforce, SharePoint, Google Drive, and Google Sheets, reducing integration setup time by 25% for 15 clients.
- Utilized Zendesk, SumoLogic, Mandrill, and SocketLabs to investigate, log, and resolve client issues, cutting average resolution time by 20% and improving customer satisfaction.
- Conducted detailed log analysis and escalated bugs using JIRA, enhancing bug resolution efficiency by 30%, resulting in improved client uptime and reduced critical issue occurrences.
- Created detailed user stories to bridge client and developer communications, reducing miscommunications and improving project delivery times by 15%.
- Proactively monitored client systems to identify potential issues and implemented preventive measures, reducing incident recurrence by 40%.
- Maintained a knowledge base of solutions and troubleshooting steps, which improved response times by 15% for common client issues.
- Acted as the escalation point for complex technical issues, liaising with senior engineers to resolve high-priority cases, ensuring timely support for critical incidents.
- Provided after-hours on-call support for priority clients, ensuring 24/7 support availability, and contributing to a 20% reduction in unresolved tickets.
- Trained junior team members on troubleshooting processes and use of support tools, enhancing team capabilities, and ensuring consistent support quality.
Technical Support Advisor
Concentrix
Ottawa, Canada
03.2020 - 12.2020
- Resolved technical issues for external users by troubleshooting hardware, software, and network problems, ensuring prompt and effective solutions to meet service KPIs.
- Followed structured escalation protocols, including follow-up communications, to manage unresolved cases efficiently and maintain high customer satisfaction.
- Leveraged conceptual problem-solving skills to address unstructured technical issues, demonstrating adaptability and critical thinking in fast-paced support environments.
- Consistently met or exceeded client Key Performance Indicators (KPIs) for timely issue resolution and service quality, directly contributing to improved client satisfaction scores.
- Actively enhanced technical knowledge and product expertise to stay updated on new releases, improving first-call resolution rates and support effectiveness.
- Created support documentation and knowledge base resources, leading to improved first-contact resolution rates and empowering clients with self-service options.
Junior Software Test Engineer
Techbit Solution Pvt. Ltd
Chandigarh, India
01.2016 - 01.2017
- Contributed to Sprint planning, execution, and retrospectives, improving test coverage and team alignment with sprint goals.
- Analyzed requirements and led test planning and execution, improving defect identification and prevention, which reduced bugs by 20% in the release phase.
- Performed backend validation using SQL to ensure transaction accuracy, reducing transaction errors, and providing reliable data for production use.
- Analyzed server logs to validate transaction requests and responses, identifying inconsistencies early and reducing post-deployment issues by 15%.
- Reported and documented critical defects on JIRA, coordinating with developers to ensure timely fixes, which reduced release cycle times by 10%.
- Developed and automated test scripts to reduce manual testing time by 30%, increasing overall QA efficiency and ensuring consistent application behaviour.
- Compiled and communicated test coverage and bug reports to stakeholders, increasing transparency and facilitating timely decision-making for project milestones.
Education
Bachelor's Degree - Computer Science
Punjab Technical University
Master's Degree - Electrical and Computer Engineering
University of Ottawa
Ottawa, ONSkills
- Technical Support & Diagnostics : Zendesk, SumoLogic, JIRA, ServiceNow, SocketLabs, Log Analysis, Root Cause Analysis, Error Tracking, Incident Management, SLA Management, Ticket Escalation, Customer Support Metrics (CSAT, FCR, MTTR)
- Programming & Scripting: Java, Python, SQL, PowerShell, HTML, CSS, JavaScript, XSL, XSLT, JSON, XML, Shell Scripting, Regular Expressions, Data Parsing
- Software & Tools: Microsoft Office Suite, Visual Studio Code, Ecrion Studio Publisher, XF Designer, Selenium, Postman, Confluence, Notion, Tableau, Power BI, Excel (Advanced)
- Integrations & APIs: RESTful APIs, Salesforce, SharePoint, Google Drive/Sheets, API Testing (Postman, Swagger), Webhooks, OAuth, SAML
- Cloud Services: AWS, Cloud Monitoring (CloudWatch), S3
- Project & Client Management: Requirements Gathering, Documentation, Client Training, Cross-Functional Collaboration, Agile, Scrum, Project Tracking (JIRA), Client Success Strategies
- Networking & Systems: Windows, macOS, Linux, Networking Fundamentals, VPN, TCP/IP, DNS, Firewall Basics, Remote Desktop (RDP, TeamViewer), System Recovery
- Soft Skills: Analytical Thinking, Problem-Solving, Communication, Team Collaboration, Customer Satisfaction, Adaptability, Attention to Detail, Time Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Implementation Specialist
TrueContext (Formerly ProntoForms)
06.2022 - Current
Software Support Specialist
TrueContext (Formerly ProntoForms)
06.2021 - 06.2022
Technical Support Advisor
Concentrix
03.2020 - 12.2020
Junior Software Test Engineer
Techbit Solution Pvt. Ltd
01.2016 - 01.2017
Bachelor's Degree - Computer Science
Punjab Technical University
Master's Degree - Electrical and Computer Engineering
University of Ottawa
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