Siddharth Surte

Siddharth Sanjay Surte Address: H-12, Pinnac Memories, Phase – 2, S. No. 23/3+4, Kothrud, Pune – 411029. Contact Number: - Email ID:-LinkedIn: https://www.linkedin.com/in/siddharth-surte-ba24a7185 PROFESSIONAL PROFILE Adept in providing Chat support for users, monitoring Chat application and replying to ticket raised in a timely manner achieving 100% timely support to the client for 3+ years. Has hands on experience for 1+ years in performing QA Analyst role, where I performed testing of organization’s complex ERP software to solve business problems using business logic. Possess hands on experience in designing CRM solutions and its blueprint according to business nature and domain for 1+ years and modifying the same according to organization’s requirement. Have experience for 1 year in website development using HTML, CSS, Bootstrap, JavaScript and WordPress skills gained from my previous academic studies. Have passion to train my students at a nominal cost compared to the market in variety of topics such as digital marketing, cyber security and basic website development. EXPERIENCE G.K. Network Technology Pvt. Ltd., Pune, India Technical Support May 2018 – Present Provide timely chat support to the user through Zendesk application. Monitoring the application and responding promptly to ticket raised by the customer achieving 100% tickets response. Assist the client’s employee to define test scenarios (in JIRA), identify defect management tracking process of business achieving 100% understanding of the business Project Life Cycle and Test Life Cycle. Assist the client in performing regression testing to resolve and monitor debugging process by liaising with organization’s internal teams. Investigate the causes of non-conforming software and track quality assurance metrics like defect densities and open defect counts reducing them by 100% and provide service to repair any reported bugs by the client’s customers. Perform digital marketing tasks such as creating client blog, Search Engine Optimization (SEO) and execution of marketing campaigns (Google Ads and Facebook Ads) for the client. Al Turki Enterprises LLC, Muscat, Oman Accountant (Functional Consultant / Business Analyst) November 2012 – March 2016 Managing and monitoring the organization’s customer chat support through LiveAgent application. Channelize the customer request as per predefined process and provide expected reply with turnaround time (TAT) achieving 100% of timely reply to the organization’s customers within expected turnaround time (TAT) or as per SLA defined priority. Design CRM solutions and its blueprint according to business nature and domain as per organization’s requirement. Handle a team of developers to deliver 100% user Functional queries bug & error free application. Demonstrate demos of the CRM to the end user manager to get modification suggestions in the CRM tool. SKILLS Is well versed with customer interaction, deciding severity level of the issue, understanding the issues / complaints / requirements. Consistent hands on in Digital Marketing Strategy, Website Designing, Search Engine Optimization, Content/ Affiliate / Social Media / Mobile / Display Marketing, Cyber Security and Analytics. Have excellent communication skills – writing and speaking. Possess strong attention to details and required analytical skills. Professionally liaising with organization’s internal teams. Good and efficient in handling a team and is a strong team contributor. Have good project management skills and bring out reliable business solutions. Creative, motivated and has ability to quickly learn, master new topics, domains. EDUCATION CISA exam passed (Jan-Feb 2020) CEH Certified Professional (w.e.f-) Cisco Certified Network Associate (CCNA) Routing and Switching (R&S), CCNA Security. MCSA Microsoft Server 2016. (Dec-2018) PG Cert Business (Info Systems) Computer Science – 2018 - University of Canterbury, Christchurch, NZ. [ Jan 2017 – May 2018 ] Master of Business Administration (MBA IT) – 2010 - MDU, Rohtak. [ July 2008 – Aug 2010 ] Bachelor of Commerce (B.Com) – 2007 - University of Pune, Pune, Maharashtra.