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.

Verbal Languages

Professional Experience

• Provide advanced technical support for enterprise SaaS applications, diagnosing and resolving complex system, application, and user-related issues.
• Monitor production environments and proactively identify service disruptions, ensuring high system availability and performance.
• Investigate application logs, APIs, and database records to perform root cause analysis and implement effective solutions.
• Manage and resolve client-reported incidents while maintaining compliance with established Service Level Agreements (SLAs).
• Collaborate with development, QA, and product teams to troubleshoot critical issues and coordinate timely resolutions.
• Support client onboarding, product configuration, integration activities, and technical training sessions.
• Create and maintain technical documentation, troubleshooting guides, and knowledge base resources.
• Validate bug fixes and feature deployments through functional and regression testing before production release.
• Deliver exceptional customer support while continuously improving system reliability and user experience.

• 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

• 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

Technical Projects

Core Competencies

Professional Interests

Technology & Innovation: Educational technology integration, software quality assurance methodologies, emerging web technologies
Personal Development: Team sports (Football, Futsal), E-sports competition, Music (Guitar)