HARSH MEHTA
Oakville,Canada
Summary
Dynamic Technology Leader with 7 years of success in optimizing Application Support, driving operational excellence, and leading high-performing teams. Expertise includes ITIL-driven service management and enterprise application support architecture. Achievements: reduced ticket volumes by 40%, and boosted system reliability by 55%. Skilled in AWS, Microsoft technologies, Datadog Monitoring, and DevOps. I have mentored teams to improve productivity by 35% and cut resolution times by 70%. Proven across finance, aviation, and fire protection sectors, I have delivered strategic transformation, efficiency, and sustained growth through innovation and stakeholder alignment. Passionate about scalable, impactful solutions.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Software Technical Support Analyst
Manulife
Toronto, Canada
02.2024 - Current
- Spearheaded the development of a high-performing technical support team of 10 specialists, implementing agile training programs that improved efficiency by 35% in six months
- Managed relationships with all technology partners
- Orchestrated mentorship initiatives fostering technical excellence and knowledge sharing, reducing resolution times for complex issues by 25%
- Integrated sophisticated Datadog monitoring systems, implementing proactive health checks that reduced mean time to resolution by 60%
- Engineered solutions that decreased ticket volumes by 40% and elevated customer satisfaction scores from 78% to 92%
- Delivered expert application support for 150 technical incidents monthly with 98% SLA compliance
- Pioneered best-in-class support protocols, reducing escalation rates by 30% and improving first-contact resolution to 85%
- Led 15 cross-functional initiatives, fostering collaboration across engineering, business, and IT units
- Planned seamless product releases
- Determined and addressed bugs, and escalated them to appropriate teams for seamless resolutions
- Maintained a 97% on-time resolution rate, exceeding SLA benchmarks
- Optimized workflows, reducing incident handling time by 40% and achieving 95% stakeholder satisfaction
- Actively involved in Process Automation initiatives
Application Support Analyst
Solution-Tek
Toronto, Canada
11.2022 - 01.2024
- Collaborated with developers, analysts, and project managers to expedite incident resolutions.
- Fix issues in AWS Elastic Container Services by updating task definitions and increasing the resources. Use AWS S3 Bucket to retrieve data for fixing the issues.
- Provided 24/7 White Glove support for web-based applications, to prevent impact to the business.
- MongoDB is being used to retrieve data for all data-related issues. Write nested queries to retrieve data for the clients.
- Deploy the production release by using Visual Studio GitHub Workflow, Azure.
- Create and fix Datadog monitoring, by writing Queries and IaC code.
Application Support Specialist
Onyx-Fire Protection Services
Mississauga, Canada
06.2019 - 11.2022
- Established the company's first support team, growing operations to seven skilled professionals across provinces
- Engineered robust training ecosystems, including knowledge bases, training videos, and live workshops, improving team efficiency by 40%
- Recruited, mentored, and empowered top talent, fostering a culture of excellence and scalability
- Implemented ITILv4 frameworks for Incident, Problem, and Change Management, reducing ticket volume by 40% and enabling a focus on innovation
- Led Change Advisory Board (CAB) meetings, ensuring seamless integration of system updates with zero disruptions
- Defined and enforced SLA frameworks, optimizing response times and significantly boosting client satisfaction scores
- Acted as a trusted advisor to C-level executives, providing insights on incident trends and operational improvements
- Built strong partnerships with developers, vendors, and clients, ensuring unified objectives and timely delivery of impactful solutions
- Directed end-to-end release cycles for critical applications, achieving flawless deployment and stable post-release performance
- Resolved complex issues in .NET applications (C#, VB.NET) and SQL databases, enhancing reliability by 20%
- Designed SQL scripts for ad-hoc reporting, improving decision-making by 30%
- Championed QA initiatives, creating test cases and troubleshooting processes that reduced critical incident resolution times by 50%
- Partnered with developers to expedite resolutions, streamlining workflows and minimizing downtime
- Delivered impactful training sessions, increasing end-user adoption of new systems and boosting operational efficiency by 25%
- Developed proactive support frameworks, solidifying the company's reputation for reliability and responsiveness
Associate Software Engineer
Miles Software Solutions
Mumbai, India
07.2015 - 02.2016
- Actively participated in the complete Software Development Lifecycle (SDLC), ensuring effective project execution from inception to deployment
- Developed modules for applications using ASP.NET to meet client requirements
- Wrote and optimized stored procedures in SQL Server 2008 to enhance database functionality
- Analyzed system configurations and logs to identify and resolve root causes of technical issues
- Performed thorough system analysis, documentation, testing, implementation, and provided user support during platform transitions
- Collaborated closely with global customers to resolve complex software issues, ensuring a seamless experience
Education
PG DIPLOMA - Information Security Management
Fanshawe College
01.2018
PG DIPLOMA - Mobile Application Development
Centennial College
01.2018
B. E - Computer Engineering
SVIT
Vasad01.2015
Skills
- AWS
- ECS
- SQL
- Datadog
- Monitoring
- RabbitMQ
- C#
- VBNET
- ASPNet
- JIRA
- ServiceNow
- FRESHDESK
- DevOps
- Java
Certification
- ITIL 4 Foundation, People Cert
- AWS Certified Cloud Practitioner, Amazon
- Microsoft Certified: Azure Fundamentals, Microsoft
- Cloud Digital Leader, Google
Timeline
Software Technical Support Analyst
Manulife
02.2024 - Current
Application Support Analyst
Solution-Tek
11.2022 - 01.2024
Application Support Specialist
Onyx-Fire Protection Services
06.2019 - 11.2022
Associate Software Engineer
Miles Software Solutions
07.2015 - 02.2016
PG DIPLOMA - Information Security Management
Fanshawe College
PG DIPLOMA - Mobile Application Development
Centennial College
B. E - Computer Engineering
SVIT