Sagar Thapliyal

Learning, Contributing, and Growing.

• Delivered technical support to 1,000+ global customers using an AI-powered SaaS platform, maintaining customer satisfaction scores above 95%. • Investigated and resolved over 50 technical incidents weekly involving SQL query optimization, XML scripting, and JavaScript troubleshooting, achieving SLA compliance above 98%. • Conducted daily batch monitoring and analysis of 100+ automated backend jobs as Batch Controller, reducing escalation volume by 30%. • Managed secure data transfer and log collection across 10+ Linux/Unix servers via SSH and used FileZilla as SFTP/file transfer tools, ensuring timely and secure troubleshooting. • Provided support and onboarding for 15+ API integrations (RESTful services, webhooks), improving client automation and workflow efficiency. • Monitored critical databases using TOAD, overseeing 10GB+ daily data flow with focus on accuracy, backup, and loss prevention. • Supported cloud-based systems integrations (Amalto, CashApp, INO, BigBucket), enhancing resolution speed of related issues by 25%. • Authored and maintained 25+ detailed Standard Operating Procedures (SOPs) and Knowledge Base articles using Confluence, reducing first-time resolution delays by 40%. • Managed and resolved over 200 support tickets monthly through Jira and Salesforce Digital Case, coordinating escalations with engineering and QA teams. • Ensured ITIL-aligned incident and problem management, maintaining SLA compliance above 98%. • Provided security and access management support through WALLIX, including L1 support for Slack and other SaaS collaboration tools. • Coordinated with internal and external teams to implement SSL/TLS certificates, enhancing platform security and client trust.

• Delivered front-line production support for enterprise Java-based applications in financial services, ensuring 99%+ uptime and performance stability. • Managed and triaged high-severity incidents affecting production and UAT environments using Java, Spring Boot frameworks, Angular, SQL, and HTML/CSS. • Performed complex SQL data validation, reconciliation, and troubleshooting across backend systems and APIs. • Diagnosed and resolved system performance issues, collaborating closely with QA and development teams during Agile sprints. • Developed and executed unit tests with JUnit and Mockito to verify backend services and simulate external dependencies. • Monitored Unix/Linux server logs and health metrics for proactive issue detection and resolution. • Supported front-end and back-end troubleshooting on web applications built with Angular and Java. • Handled incident and change management requests using Jira and internal ticketing systems, ensuring full documentation per ITIL standards. • Authored knowledge base articles and contributed to documentation to improve team knowledge sharing and incident response.

• Provided Level 1 desktop and application support for Suncor and other enterprise clients, resolving over 50 daily incidents involving hardware, software, and network issues. • Diagnosed and troubleshot Windows OS (Windows 7/10/11) problems, printers, mobile devices, MS Office Suite, and common business applications. • Provided support for Avaya VoIP systems, resolving 100+ voice issues monthly to ensure reliable end-user communication. • Logged, tracked, and escalated incidents through ITSM and ServiceNow, maintaining compliance with ITIL incident lifecycle processes. • Collaborated with vendors and internal development teams to resolve production bugs and support requests within SLA targets. • Provided technical support for Active Directory, Microsoft Exchange, VPN, Symantec, McAfee, and enterprise collaboration tools like Slack and Microsoft Teams. • Assisted users with configuration and troubleshooting of VPN and RSS integrations on Windows and mobile devices, improving remote workforce efficiency by 20%. • Supported hardware setups including desktops, printers, and mobile devices, ensuring readiness and compliance with IT standards. • Managed Mobile Device Management (MDM) platforms, including Microsoft Intune, onboarding and securing 200+ corporate and BYOD devices, enforcing compliance policies, and enhancing mobile security. • Monitored and documented troubleshooting steps and resolutions for knowledge base contributions. • Assisted with network troubleshooting, including TCP/IP, DHCP, VLAN configuration, and VPN connectivity issues. • Maintained communication with clients to update them on incident progress, ensuring customer satisfaction.

• Designed multiple UI layouts and prototypes using Figma to enhance user engagement and meet client design requirements. • Wrote efficient, maintainable code using HTML, CSS, and JavaScript to build responsive website interfaces. • Integrated data from backend services and SQL databases to ensure dynamic content delivery and seamless user experience. • Collaborated with team members to refine project requirements and troubleshoot frontend/backend issues. • Ensured code quality and performance by adhering to software development best practices and standards.

Programming and I nternet Technologies

Computer Application