Pawan Singh

Technical Support Engineer @ACG World

Mumbai, IN

Conducted proactive client follow-ups and issue resolution calls, maintaining a 95%+ customer satisfaction score across key pharma and regulatory clients.Diagnosed and resolved software/hardware issues with a first-time fix rate of 90%, minimizing customer downtime and SLA breaches.Escalated and coordinated unresolved technical cases with internal dev/engineering teams, improving resolution TAT by 30% through structured ticket routing.Leveraged internal knowledge bases and vendor documentation to deliver accurate and timely technical support, reducing troubleshooting time by 40%.Managed and prioritized multiple concurrent technical issues (10+ average active cases) using CRM tools, ensuring compliance with response and resolution KPIs.Successfully completed OEM-certified factory training in hardware/software diagnostics, enhancing technical competency and reducing support dependencies.Built lasting relationships with clients by not just solving technical issues, but truly listening to their challenges, often becoming their go-to partner for both urgent support and long-term solutions—earning trust that translated into repeat business and heartfelt appreciation.

St. Arnold's High School

S.S.C, High School/Secondary Diplomas and Certificates

Ismail Yusuf College

H.S.C, Junior High/Intermediate/Middle School Education and Teaching

Nagpur University

Bachelor of Engineering - BE, Mechanical Engineering