Ronak Shukla
Edmonton,AB
Summary
Dynamic Senior Product Support Engineer with a proven track record at Orderful Inc., specializing in technical support processes and customer success engineering. Excelled in enhancing product reliability and customer satisfaction through effective troubleshooting and coordination with cross-functional teams. Skilled in data analysis and communication, achieving significant improvements in support request management.
Engineering professional with extensive experience in technical support and product troubleshooting. Proven ability to manage escalations and deliver timely resolutions, ensuring customer satisfaction and operational continuity. Focused on fostering team collaboration and adapting to changing needs, with strong problem-solving and communication skills.
Overview
12
12
years of professional experience
Work History
Senior Product Support Engineer
Orderful Inc.
11.2021 - Current
- Company Overview: https://www.orderful.com/
- Provide technical support, maintenance and administration of Tableau and other internal applications
- Identify trending issues, investigate best solutions and communicate with appropriate team members
- Actively engage in cross-functional interlocking with internal stakeholders (Engineering, Product Success, and Readiness managers) to improve the product
- Become the voice of your partners, identifying and quantifying the essential action items to improve our product
- Train team on product details and failure analysis tools to enable 1st level customer support
- Diagnose and identify issues with API’s, Code, Services, and Network connectivity
- Own the support escalation process
- Maintain our internal SLA to our support team and keep them updated with the latest movements of each issue
- Troubleshoot customers’ feedback and create appropriate bug or feature requests and help with prioritisation of such issues with data
- Https://www.orderful.com/
L2 Technical Support Technician
Health plus IDA Pharmacy
04.2020 - 11.2021
- Ownership of a system or Application along with their interface or APIs support
- Outstanding communication, organisational and interpersonal skills with both a technical and non-technical audience
- Ability to evaluate and solve complex problems and issues customers face while using the pharmacy website or while placing online Orders
- Demonstrates a sense of ownership or responsibility for assigned systems and their uptime
- Provide outstanding, customer service focused assistance to all internal and external customers
Wordpress Website Developer
Payless Wholesale Flooring and Lighting
03.2018 - 03.2020
- Company Overview: https://pwffloors.ca/
- Design, code, test, document, implement, and maintain application programs and interfaces
- Devise or modify procedures to solve complex problems considering computer equipment capacity and limitations, operating time, and form of desired results
- Modify, install, and prepare technical documentation for system software applications
- Monitor systems capacity and performance, plan and execute disaster recovery procedures, and provide technical support
- Help diagnose and fix website errors that come up with client websites
- Work with other departments to ensure client requirements and needs are met before website launch; communicate with clients as needed
- Https://pwffloors.ca/
Software Support engineer
Trail Appliances
03.2016 - 04.2017
- Company Overview: https://www.trailappliances.com/
- Evaluate system performance and identify key metrics for performance improvements
- Provide technical assistance to improve system performance and reliability
- Diagnose and optimise performance bottlenecks
- Test, analyse, report and work with developers on troubleshooting
- Https://www.trailappliances.com/
Student Support assistant
Selkirk College
05.2014 - 12.2015
- Helped the college staff while also participating in the education year
Education
Postgraduate Degree - Business Administration
Selkirk College
Castlegar, BC12.2015
Bachelor Degree - Information and Technology
L.J Institute of Engineering and Technology
Ahmedabad, India05.2013
Skills
- Website Development
- Technical Support Procedures
- Software Application Support
- Client Relationship Engineering
- Client Success Management
- Data Management with SQL
- Data analysis
- Troubleshooting APIs
- Connectivity troubleshooting
- Data quality improvement
- Support request management
- Coordination with product managers
- Coordination with engineering managers
- Collaboration With Sales Leaders
- Proficient in EDI Formats (X12, JSON, EDIFACT)
- EDI compliance monitoring
- EDI training
- EDI software tools
- EDI standards proficiency
- EDI testing procedures
- EDI system upgrades
- EDI system maintenance
- SQL query writing
- File transfer protocols
Workauthorization
Canadian Citizen
References
Available upon request.
Personaldescription
6+ years of professional experience working in a fast-paced software environment and coordinating with various teams across various departments, including Technical support, Software Development, Product/Program Management, and Customer Success. Highly motivated team player who is comfortable working independently. Customer enthusiastic & advocate.
Professionalskills
Website building, Built technical support processes and structure, Application Support engineering, Customer Success engineering, Customer Success, Technical Support, Customer Support, Escalation Engineering
Timeline
Senior Product Support Engineer
Orderful Inc.
11.2021 - Current
L2 Technical Support Technician
Health plus IDA Pharmacy
04.2020 - 11.2021
Wordpress Website Developer
Payless Wholesale Flooring and Lighting
03.2018 - 03.2020
Software Support engineer
Trail Appliances
03.2016 - 04.2017
Student Support assistant
Selkirk College
05.2014 - 12.2015
Bachelor Degree - Information and Technology
L.J Institute of Engineering and Technology
Postgraduate Degree - Business Administration
Selkirk College