Sandesh Chhetri

Professional Summary

Results-driven IT Support Specialist and QA Analyst with proven experience in delivering technical support for SaaS products and conducting comprehensive quality assurance testing. Demonstrated expertise in client relationship management, issue resolution, and cross-functional collaboration to enhance user satisfaction. Currently pursuing Bachelor's degree in ICT Education with strong foundation in software development, system analysis, and educational technology integration. Adept at leveraging analytical thinking and problem-solving skills to bridge the gap between technical solutions and user needs.

Professional Experience

IT Support Specialist & QA Analyst

ekGhanti Services Pvt. Ltd.

Panipokari, Lazimpat, Kathmandu | January 2024 – Present

Provide tier-2 technical support for enterprise SaaS platform, resolving 95% of client-reported issues within defined SLA timeframes
Serve as primary technical liaison for 50+ active clients, maintaining consistent communication channels and ensuring timely issue escalation and resolution
Design and execute comprehensive manual test cases to identify software defects, UI inconsistencies, and functional gaps prior to production releases
Document and track bugs using industry-standard methodologies, providing detailed reproduction steps and severity assessments to development teams
Conduct user acceptance testing (UAT) and regression testing to validate bug fixes and feature implementations
Facilitate client onboarding sessions, delivering product training and creating user documentation to enhance adoption rates
Collaborate with product, development, and customer success teams to drive continuous improvement in software quality and user experience
Maintain detailed knowledge base articles and technical documentation for common issues and troubleshooting procedures

Junior Business Development Officer

ekGhanti Services Pvt. Ltd.

Panipokari, Lazimpat, Kathmandu | January 2024 – Present

Identified and qualified potential clients through strategic market research, competitor analysis, and professional networking initiatives
Collaborated with senior business development team to develop compelling proposals, competitive quotations, and comprehensive service briefs tailored to client requirements
Facilitated product demonstrations and client presentations by configuring demo environments and providing technical expertise to address client inquiries
Managed CRM database with accurate lead tracking, opportunity pipeline updates, and systematic follow-up scheduling to optimize conversion rates
Served as liaison between sales and technical teams, gathering customer feedback and translating business requirements into actionable product enhancements

Education

Bachelor of Information and Communication Technology Education

Mahendra Ratna Campus, Tahachal, Kathmandu

2020 – 2025 (Expected Graduation)

Relevant Coursework: Software Engineering, Database Management Systems, Web Technologies, Educational Technology, System Analysis & Design, Data Structures & Algorithms
Technical Skills Acquired: Programming (C, C++, Java, C#, Python, JavaScript), Web Development (HTML, CSS), Database Design (EER Diagrams, Data Flow Diagrams), Process Modeling

Higher Secondary Certificate in Science (Physics)

Greenland International College, Biratnagar

2017 – 2020 | GPA: 3.21/4.0

Secondary Education Certificate (Optional Mathematics)

Shree Khokana Jana Secondary School, Dakshinkali, Kathmandu

2017 | GPA: 2.85/4.0

Technical Projects

Canteen Management System

Lead Developer | Academic Project (7th Semester)

Architected and developed full-stack web application for institutional canteen operations management
Implemented secure authentication system with role-based access control for students and administrators
Designed and built shopping cart functionality with real-time inventory tracking and order processing
Created comprehensive admin dashboard for menu management, order fulfillment, and payment processing
Utilized modern web technologies and database design principles to ensure scalability and data integrity

Core Competencies

Technical Support: Issue Triaging, Root Cause Analysis, SLA Management

Quality Assurance: Manual Testing, Test Case Design, Bug Tracking

Client Management: Stakeholder Communication, Relationship Building, Onboarding

Documentation: Technical Writing, Knowledge Base Creation, Process Documentation

Collaboration: Cross-functional Teamwork, Agile Methodologies, Conflict Resolution

Analytical Skills: Problem Solving, Critical Thinking, Attention to Detail

Professional Interests