About
Versatile Application & Technical Support Specialist with 5+ years of experience supporting and troubleshooting enterprise applications across SaaS, cloud, and hybrid infrastructures. Skilled in backend (Java, Spring Boot) and frontend (Angular, HTML/CSS) technologies, with strong database experience in SQL. Proven expertise in analyzing logs, debugging APIs, and resolving L1–L2 production incidents. Adept with tools like Jira, Postman, ServiceNow, and Salesforce Digital Case, and experienced in supporting users across Windows, Linux, and macOS platforms. Familiar with ITIL-aligned practices, automation via shell scripting, and cloud platforms including Eucalyptus. Known for cross-team collaboration, SLA compliance, and a proactive approach to improving support workflows and end-user satisfaction.
Application & Technical Support Specialist | IT Systems Analyst | Unix Administrator
I bring 5+ years of cross-functional IT experience, including 2.7 years as a Cloud Support Engineer, 1 year as an Application Support Analyst, 10 months as a Technical Support Engineer, 8 months as a Service Desk Technician, and 6 months as an IT Consultant. My experience spans L1–L2 support across SaaS, cloud, and enterprise environments, with hands-on troubleshooting in Java, Angular, Spring Boot, SQL, Unix/Linux, and Windows. I specialize in production support, log analysis, incident management, API debugging, and infrastructure monitoring in ITIL-aligned environments.
- Website: https://github.com/sagarwipro
- Phone: +1 587 899 6804
- City: Calgary, Canada
- Degree: Bachelors and Diploma in Computer Science
- Email: sthapliydev@icloud.com
- Full-Time: Available
I am seeking a challenging role in application or technical support where I can leverage my 5+ years of IT experience, deepen my technical expertise, and contribute to a dynamic team’s success while continuing to grow professionally.
Facts
I have a great experience in my present and past jobs where I got appriciation several times by my Project Managers and the team leaders for my efficiency, punctuality, easeness and productivity.
Happy Clients during my jobs.
Projects I have worked in.
Hours Of Work as an Technical Support | Application Support | Cloud Support Engineer | Service Desk
Manager References
- Jefree Azubike: aokonweze@sidetrade.com
- Fillion-Ghio, Vincenzo: vincenzo.fillion-ghio@cgi.com
- Shanmugam: +91 994 064 4806
- Manish Bhatt: +91 9410771660
Skills
The skills listed below are learned during my last job and post graduation diploma which takes me to get 3 Years.
OTHER APPLICATION AND TOOLS
- ServiceNow – ITSM and ticketing system for incident and request management
- Jira – Issue tracking and agile project management
- Visual Studio Code – Code editor for scripting and troubleshooting
- NPM (Node Package Manager) – Dependency management for Java projects
- Spring Tool Suite (STS) – Specialized IDE for Spring Boot applications
- GitLab – Source control and CI/CD pipeline management JSON – Data interchange format for API communication and troubleshooting
- Code Reading – Proficient in analyzing and understanding source code for troubleshooting and enhancements
Resume
Summary
Sagar Thapliyal
Adaptable, analytical, and service-driven IT professional with over 5 years of experience in application and technical support, cloud operations, and infrastructure troubleshooting across enterprise environments.
Specialized in resolving production issues, providing L1–L2 support, and delivering customer-focused technical solutions.
- Calgary, AB Canada
- (+1) 587-899-6804
- sthapliydev@icloud.com
Education
Bachelor in Computer Application
2010 - 2013
OmkaraNanda Institute of MAnagement & Technology, Dehradun, India
Affiliated to HNBU Garhwal Univiersity.
AEC program in Web Development
2020 - 2022
ISI, L'institut Supérieur d'Informatique, Montreal, Quebec
Made complete websites and some canceptual applications.
Professional Experience
Technical Support Engineer
2024– 2024
Sidetrade, Calgary, AB, Canada.
- Provided Tier 1 & Tier 2 technical support for an AI-powered SaaS platform, assisting 1,000+ global users via Salesforce Digital Case and Jira, maintaining SLA compliance over 98%.
- Investigated and resolved 50+ incidents weekly, including API failures, data discrepancies, and performance bottlenecks using SQL queries, XML scripting, and JavaScript debugging.
- Performed daily monitoring of 100+ backend batch jobs as Batch Controller, proactively resolving issues and reducing incident escalations by 30%.
- Executed log collection and secure file transfers across 10+ Linux/Unix servers via SSH and FileZilla to support root cause analysis and incident triage.
- Maintained and troubleshooted 15+ RESTful API/webhook integrations, streamlining client workflows and enhancing data automation capabilities.
- Utilized TOAD for Oracle to monitor database health and ensure 10GB+ daily data flow integrity, preventing data loss and improving response times.
- Supported cloud integrations (Amalto, CashApp, INO, BigBucket) by diagnosing issues, coordinating with vendors, and accelerating resolution times by 25%.
- Created and updated 25+ SOPs and internal KB articles on Confluence to document recurring issues and solutions, improving L1 agent resolution accuracy by 40%.
- Participated in incident, change, and problem management processes in line with ITIL best practices to reduce MTTR and maintain high service availability.
- Provided access and security support using WALLIX PAM and managed permissions on Slack and other SaaS tools in compliance with security policies.
- Collaborated cross-functionally with Engineering, QA, and Product teams to escalate bugs, contribute to testing, and follow through to permanent fixes.
- Assisted in SSL/TLS certificate installation and renewal coordination, strengthening client trust and data encryption across endpoints.
Service Desk Analyst
2021– 2022
CGI Inc., Montreal, Quebec, Canada.
- Diagnosed, troubleshot, and resolved over 2500+ incidents and service requests from internal clients across desktop, network, and enterprise tools.
- Resolved hardware and software issues involving desktops, printers, mobile devices, web browsers, and Microsoft Office Suite with a 95% first-call resolution rate.
- Provided Tier 1–2 support for Microsoft Windows 10/11 environments, improving incident resolution time by 20% through efficient use of remote tools.
- Utilized diagnostic and troubleshooting tools including Dameware, SCCM, Citrix, remote takeover utilities, and knowledge bases to resolve issues effectively.
- Logged all resolution activities and troubleshooting steps using ITSM systems like ServiceNow, ensuring 100% SLA compliance and proper documentation.
- Monitored ticket progress and escalated unresolved cases to appropriate L2/L3 teams, reducing backlog and maintaining timely ticket closure.
- Followed ITIL-aligned service desk protocols, contributing to internal knowledge base articles and continuous service improvement.
- Escalated urgent incidents after evaluation, coordinated with technical teams to ensure fast-track resolution for high-impact issues.
- Provided hands-on technical support for:
- Applications: Active Directory, Microsoft Office, Microsoft Exchange, SAP, Symantec, McAfee EMM, BES 12, BlackBerry UEM, SingleView, OneBill
- Networking/Access: VPN, BETC (Bell Enterprise Total Connect), AVAYA, Citrix
- Browsers: Internet Explorer, Chrome, Firefox
- Remote Tools: Dameware, SCCM
- Assets Supported: Desktops, Printers, Mobile Devices
- Ticketing Tools: ITSM, ServiceNow
Professional Experience
Application Support Engineer
2022– 2023
FDM Group, Toronto, Ontario, Canada.
- Actively participated in Agile/Scrum ceremonies including daily standups, sprint planning, and retrospectives, contributing to efficient ticket triaging and cross-team collaboration.
- Strong understanding of core Java concepts, object-oriented programming (OOP), data structures, algorithms, and modern software development methodologies, aiding in effective root cause analysis and code-level debugging.
- Hands-on experience with relational databases like MySQL, including writing SQL queries, debugging stored procedures, handling DB connectivity, and analyzing slow query performance in live environments.
- Skilled in designing UML diagrams (Class, Sequence, Use Case) to model application behavior, improve team understanding, and support system enhancements and production fixes.
- Experienced in web technologies and frameworks including HTML, CSS, JavaScript, PHP, Spring Boot, and Angular, with hands-on support for frontend and backend issue investigation.
- Worked with Java development tools and frameworks such as STS (Spring Tool Suite), Eclipse, Maven, Hibernate, JPA, Mockito, and JUnit to troubleshoot and test application components during staging and pre-prod validation.
- Proficient in REST API testing using Postman and parsing JSON data for API integrations and incident replication in SaaS and cloud-based environments.
- Version control and codebase familiarity using Git and GitLab, with experience in inspecting logs, reviewing commits, and collaborating during release cycles and patch fixes.
- Used Jira and Confluence to document known errors, manage sprints, track production issues, and collaborate with engineering and QA teams on long-term fixes.
- Demonstrated strong analytical thinking, log analysis, and problem-solving skills, with a focus on identifying recurring issues and driving permanent resolutions in enterprise applications.
Cloud Support Engineer
2014– 2017
Wipro Technologies, Bangalore, Karnataka, India.
- Provided Tier 2 VM and cloud infrastructure support across 4 global sites (Finland, China, Espoo, and Bengaluru), maintaining SLAs above 98% for incident resolution.
- Managed over 60+ UNIX/Linux virtual machines by configuring file systems, editing mount points, and troubleshooting OS/network issues, reducing downtime by 20%.
- Performed 100+ VM image creations and restoration procedures using Eucalyptus tools to support various project lifecycles and rollback operations.
- Provisioned CPU cores, memory, volumes, and IPs for virtual machines upon request; improved provisioning response time by 30% via script automation.
- Installed and configured software (database clients, SDKs, custom packages) on Linux VMs for internal teams, handling over 75 deployments with zero post-install errors.
- Developed and maintained 20+ shell scripts to automate daily maintenance tasks, saving approximately 6 hours of manual effort per week.
- Monitored performance metrics of 60+ VMs using GUI and CLI tools; generated weekly reports for capacity planning and identified 3 recurring bottlenecks.
- Worked as a Cloud Administrator for 2 years supporting Eucalyptus cloud platform; managed access control, VM lifecycle operations, and performed system health checks.
- Executed 12+ disaster recovery simulations annually and maintained validated backups, ensuring recovery point objectives (RPOs) met compliance requirements.
- Utilized ServiceNow to log, prioritize, and track 300+ support tickets, collaborating with L1/L3 teams to ensure timely resolutions and escalations.
Associate Web Designer
2018 - 2019
Proponent Technologies, Dehradun, Uttarakhand, India
- Provided multiple UI designs via Figma tool.
- Coded websites using HTML, CSS, JavaScript, SQL, JSON and jQuery languages and ran debugging tools such as Firebug and Chrome Inspector to eliminate flaws and glitches prior to publishing.
- Recommended and consulted with clients on the most appropriate web design
- Created 4+ design presentations and proposals a month for clients and account managers
- Conducted functional manual testing over the course of web development lifecycle.
Web Developer Intern
2018 - 2019
e-sky.ca, Montreal, Quebec, Canada
- Provided multiple UI designs.
- Write well designed, testable, efficient code by using best software development practices.
- Create website layout/user interface by using standard HTML/CSS practices.
- Integrate data from various back-end services and databases.
- Gather and refine specifications and requirements based on technical needs.
College Portfolio
I have made fivee projects that includes two E-Commerce websites, one Live Streaming application and two fully functional application also.
- All
- App
- Web
Looking for
I am seeking an opportunity in Application Support, Technical Support, or IT System Analysis where I can contribute my multi-domain experience in troubleshooting, automation, and client-facing support. I aim to join a forward-thinking organization where I can apply my skills in Unix/Linux, SQL, cloud infrastructure, and ticketing systems to deliver reliable service and drive operational efficiency. My goal is to grow into a role that blends hands-on technical problem-solving with continuous learning and innovation.
Testimonials
Here are the thoughts about my work and skills of my past managers and current faculties.
He was punctual, determined and always ready to take new challenges. He used his skills very well to
reduced time consumption on production level which makes him unique on his own.
Thank You
Shanmugam
Project Manager at Wipro Technologies
He had very good communication and problem solving skills that helped him to understand clients
requirement
properly and always satisfy them by producing what they asked for.
Thank You
Manish Bhatt
Founder at Proponent Technologies
He is a fast learner and always active during the class that helped him to gain deep knowledge of
Web Development modules.
Thank You
Dara, Aghamirkarimi
Professor
Contact
You can write me Email on below email ID or mail me on my delivery address. I would be pleased if you contact me by asking any question, give any advise or
suggestion.
Thank you for visiting here.
Location:
Calgary, AB, Canada
Email:
sthapliydev@icloud..com
Call:
+1 587-899-6804