Radhin Shah

• Enhanced application performance by identifying and resolving technical issues in a timely manner.
• Streamlined support processes for improved end-user experience and reduced resolution times.
• Collaborated with cross-functional teams to develop, test, and implement software updates and patches.
• Improved application stability through proactive monitoring, issue identification, and prompt resolution of incidents.
• Provided comprehensive training for users to ensure smooth adoption of new applications and features.
• Documented procedures for troubleshooting common issues, contributing to a more efficient support process.
• Assisted in the development of user guides and knowledge base articles for increased self-service capabilities.
• Managed incident tracking system, ensuring accurate records and timely follow-ups on outstanding issues.
• Contributed to application testing efforts, identifying defects and collaborating with developers on fixes before release.
• Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
• Developed custom scripts for automating routine tasks resulting in increased efficiency within theteam's daily operations.
• Continuously updated technical skills through training sessions, industry certifications, and participation in relevant conferences to provide top-notch support for evolving technologies.

Being the first point of contact for the client's technical needs, I have,

• Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
• Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
• Worked closely with product development teams to report bugs and suggest enhancements based on customer feedback received during support interactions.

• Working with the team to upgrade different systems for different companies
• Installation of the new upgraded machines, phones, printers, and every hardware component required in the offices
• Connecting all the components with cables and running the cables throughout the building
• Building the network to and putting the components on the network
• Also doing mass deployments of the company’s customized software for the clients
• Also responsible for Server upgrades and Migrations for better performance of the system.

• I was responsible for the installation and deployment of hardware and software upgrades throughout the university colleges, Labs, office workstations, etc
• Prepared and Installed Windows, Computer Peripherals and Network equipment
• Coordinated the work with my seniors and faculty members
• Provided post installation support to the users via email, phone and in-person.

• I was responsible for handling the college’s official website, keeping it updated with all the upcoming activities and programs
• I was also responsible for making my team work on the banners, e-banners, posters, and promotional videos for the upcoming activities.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Coached team members in techniques necessary to complete job tasks.