Harsh Mehta
Mississauga,Canada
Summary
Results-driven Application Support Manager with extensive experience in managing critical applications and leading high-performing teams. Skilled in incident management, problem resolution, and driving customer satisfaction. Strong technical background combined with strategic thinking to optimize support operations and deliver exceptional results.
Overview
10
10
years of professional experience
Work History
Experience Manager Support
Airline Technology Company
11.2022 - Current
- Successfully manage a team of support professionals, ensuring efficient incident resolution and adherence to SLAs
- Implement streamlined processes, resulting in a 20% reduction in incident response time and improved customer satisfaction
- Collaborate with cross-functional teams to drive application enhancements, ensuring optimal performance and user experience
- Lead change management initiatives for application deployments, ensuring smooth transitions and minimal disruptions
- Conduct training programs for support staff, enhancing technical skills and fostering a culture of continuous improvement
- Such as how to write the queries in Databases like MongoDb
Manger Support
Onyx-Fire Protection Services Inc
06.2020 - 11.2022
- Successfully manage and mentor support teams, fostering a positive and collaborative work environment
- Lead recruitment, training, and performance management initiatives to build cohesive and skilled support teams
- Implement strategies to enhance team productivity, motivation, and customer service excellence, resulting in improved satisfaction scores
- Oversee day-to-day support operations, including ticket management, incident resolution, and service level management
- Develop and implement support processes and workflows to resolve issues efficiently and timely
- Conduct regular analysis of support metrics, identify areas for improvement, and implement process enhancements to optimize operational efficiency
- Provide timely updates about the incidents to “C” level executives.
Sr Application Support Specialist
Onyx-Fire Protection Services Inc, Harsh Mehta, page
01.2020 - 05.2020
- Implement ITIL practices in business and project environments, improving operational efficiency , service quality and IT Service Management
- Mentor and train junior resources, providing guidance and support to enhance their technical skills
- Participate in Change Advisory Board (CAB) meetings, presenting change and feature requests for evaluation
- Effectively troubleshoot various company applications and hardware, escalate issues, and generate bug reports for problem management
- Manage incidents by providing timely workarounds and collaborating with stakeholders to minimize disruptions
- Conduct comprehensive quality assurance (QA) activities, including testing and preparing detailed release notes
- Provide IT and functional training to team members, offering support based on specific requests.
Application Support Specialist
Onyx-Fire Protection Services Inc
06.2019 - 12.2019
- Troubleshoot .NET applications in C# and VB.NET, resolving complex issues and ensuring optimal performance
- Diagnose and resolve problems in Microsoft SQL Server stored procedures and functions, utilizing
- SQL queries for efficient troubleshooting
- Create patches for code in .NET applications and collaborate with the Release Team for seamless deployments
- Play an active role in the complete software development lifecycle, ensuring smooth and successful project deliveries
- Provide L1,L2 Technical Support
Associate Software Engineer
EbixCash Financial Technologies
07.2015 - 02.2016
- To handle live project support for domestic and international clients
- To maintain the TAT by determining the severity and prioritizing the issues
- To troubleshoot issues and provide solutions
- Involved in the complete Software Development Lifecycle
- Developed modules of the application in ASP.NET
- Used Web services to communicate with the business layer objects
- Written stored procedures in SQL
- SERVER 2008
- Involved in complete documentation of project.
Education
PGDA - Information Security Management
Fanshawe College of Applied Arts And Technology
London, ON2018
PGDA - Mobile Application Development
Centennial College of Applied Arts And Technology
Scarborough, ON2018
Bachelor's degree - Computer Engineering
SARDAR VALLABHBHAI PATEL INSTITUTE OF TECH
2015
Skills
- Analytical Skills
- Customer Support
- Service Desk
- Team Spirit
- Management
- Release
- Quality Assurance Testing
- SQL Server Management Studio
- Ticketing Systems
- Freshdesk
- Harsh Mehta - page 4
- ITIL
Additional Information
- MDB5rugddliki Getting Started with MongoDB Atlas - MongoDB MDBr11uvbe0ir Introduction to MongoDB Data Modeling - MongoDB MDBjr4ciwz1ky MongoDB Aggregation - MongoDB MDBm08oxkrn1l MongoDB Atlas Search - MongoDB MDBa359g3z3ol MongoDB CRUD Operations: Insert and Find Documents - MongoDB MDBxx0wuckr5s MongoDB CRUD Operations: Modifying Query Results - MongoDB MDBsc3kuid21t MongoDB CRUD Operations: Replace and Delete Documents - MongoDB MDB7n8mghxz6l MongoDB Indexes - MongoDB Harsh Mehta - page 3 MDBo39p08zgvl MongoDB Transactions - MongoDB MDBaow162htry Overview of MongoDB and the Document Model - MongoDB MDB0ddv71wfd6
Timeline
Experience Manager Support
Airline Technology Company
11.2022 - Current
Manger Support
Onyx-Fire Protection Services Inc
06.2020 - 11.2022
Sr Application Support Specialist
Onyx-Fire Protection Services Inc, Harsh Mehta, page
01.2020 - 05.2020
Application Support Specialist
Onyx-Fire Protection Services Inc
06.2019 - 12.2019
Associate Software Engineer
EbixCash Financial Technologies
07.2015 - 02.2016
PGDA - Information Security Management
Fanshawe College of Applied Arts And Technology
PGDA - Mobile Application Development
Centennial College of Applied Arts And Technology
Bachelor's degree - Computer Engineering
SARDAR VALLABHBHAI PATEL INSTITUTE OF TECH
Similar Profiles
Harsh MehtaHarsh Mehta
Application Support Analyst at Airline Technology CompanyApplication Support Analyst at Airline Technology Company
Nasheen KalamNasheen Kalam
Senior QA Analyst at Stealth Airline Software TechnologySenior QA Analyst at Stealth Airline Software Technology
Sai Jayendra VasireddySai Jayendra Vasireddy
Senior data analyst at DO & CO Event & Airline Catering CompanySenior data analyst at DO & CO Event & Airline Catering Company
Hang PhamHang Pham
Baker/ Key Holder at Uncle Tetsu Japanese CheesecakeBaker/ Key Holder at Uncle Tetsu Japanese Cheesecake
Ophelia StaleyOphelia Staley
Deck Coordinator at City of Mississauga, Various PoolsDeck Coordinator at City of Mississauga, Various Pools