Kesha Bhosle

As the sole technical support lead at this SaaS and hardware/software integration company, I support hundreds of clients in the library sector across Canada and the U.S. I handle the full spectrum of technical service delivery — from product rollout to troubleshooting, training, and process improvement — while collaborating across departments and even representing the company at industry events.

• Act as the sole owner of the support queue , managing all technical inquiries, escalations, and service tickets across multiple products. At least 10 sppo
• Troubleshoot a wide range of issues — including software configuration, hardware failure, and cloud-based product upgrades — using tools like TeamViewer , RDP , MS Teams , and custom in-house platforms.
• Deliver end-to-end support for new product rollouts — from beta testing and QA to deployment, training, and post-launch troubleshooting.
• Create and maintain customer-facing step-by-step documentation , video tutorials, and knowledge base articles tailored to different learning needs.
• Deliver in-person and virtual training sessions and lead live webinars for onboarding and ongoing customer success.
• Contributed to internal improvements by enhancing Zoho CRM workflows and diving deep into Microsoft Graph to resolve unique client issues.
• Collaborate with development teams using Bugzilla to report bugs, suggest product enhancements, and contribute to release planning.
• Support internal IT functions, including helping with the company's server migration , internal testing for product upgrades, and QA.
• Manage and improve the company website via WordPress , track engagement using Google Analytics , and contribute to marketing insights.
• Represent the company at major industry events like the Ontario Library Association (OLA) conference.