Subham Chetri
Information Technology Support Engineer @NexGen Tech Solutions
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WORK HISTORY
Information Technology Support Engineer @NexGen Tech Solutions
Hamilton, ON, CA
Provided expert-level remote support to sports broadcast clients, including NHL and Monumental Sports, by troubleshooting complex broadcast-related issues and ensuring seamless content delivery across multiple platforms such as ROKU, Fire TV, Android, and iOS.· Conducted product acceptance testing for high-profile OTT applications, including the Chicago Bulls’ streaming platform, ensuring compliance with client requirements and platform standards.· Acted as the primary liaison between clients and the product development teams to ensure customer feedback was accurately communicated and acted upon, leading to a 42% improvement in customer satisfaction.· Collaborated with cross-functional teams to replicate and diagnose user workflows, troubleshooting issues with stream quality, broadcast equipment compatibility, and system-level integration.· Validated every new release and feature update, reducing production defects by 37% through comprehensive test case execution and documentation.
EDUCATION
Hindustan University
Bachelor's degree
Seneca College
Postgraduate Degree
Mohawk College
Postgraduate Degree
ABOUT SUBHAM CHETRI
I am a Technical Support Specialist with over four years of experience providing L1/L2 technical assistance to customers worldwide. My skills include SaaS product support, quality assurance, and handling B2B and B2C operations. Acted as the primary liaison between clients and the product development teams to ensure customer feedback was accurately communicated and acted upon, leading to a 42% improvement in customer satisfaction. Boosted operational efficiency by 25% through system setup and configuration. Achieved a 95% customer satisfaction rate by resolving over 90% of issues on the first contact. Reduced downtime by 30% through effective troubleshooting. I hold certifications in Microsoft Windows Server Administration, Microsoft Dynamics, and IT Support, and I have completed postgraduate education in Cloud Architecture and Cyber Security. I am passionate about technology and committed to continuous learning. Let\'s discuss how I can bring my expertise to your team.
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