Shruti Shah
Brampton,ON
Summary
With over 7 years of experience in the technical field specializing in mobile device management, software troubleshooting, and customer support. Expertise in resolving complex technical issues, managing escalations, and providing high-level support for enterprise MDM solutions, focusing on delivering exceptional customer satisfaction. Adept at working with cross-functional teams to drive resolution and improve product performance. Strongly believe in the "adopt and adapt" approach to work.
Overview
9
9
years of professional experience
Work History
Escalations Engineer
SOTI Inc.
03.2023 - Current
- Provide expert technical assistance for complex MDM-related issues, managing escalations from support teams and Senior Leadership.
- Diagnose, troubleshoot, and resolve technical issues related to MDM deployments, configuration, and performance
- Provide expert technical assistance on implementation of MDM solutions for new or potential clients.
- Collaborate with development teams to identify, reproduce, and fix product issues
- Analyze logs and use debugging tools to perform root cause analysis of critical issues
- Act as liaison between customers and internal teams, ensuring timely resolution of escalated issues
- Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides.
Sr. Technical Support Specialist
SOTI Inc.
10.2021 - 03.2023
- Provided advanced support for MDM solutions, handling high-severity incidents and ensuring SLA compliance
- Assisted in deployment and configuration of MDM solutions for enterprise clients
- Created and maintained detailed documentation on resolved issues, including best practices and lessons learned
- Deliver technical training and assisted Level 1 agents to help them in their regular cases and their performance improvement
- Worked closely with Team lead and manager with Level 1 agent onboarding.
IT Support Specialist
Apii-Security Forward IT Solutions
11.2019 - 10.2021
- Provide technical support to clients with desktop/workstation setup/repair and software and hardware maintenance
- Work with active directory and setting up users, and organizational units and providing them with required access
- Maintain and Perform Security checks, Upgrades, and Backups on systems and servers
- Enhance and construct computer systems resulting in 80% increased efficiency for business end-users
- Document procedures and business processes in system for future reference and addition to knowledge base.
Part-time Remote Technical Support Specialist
Geek Squad Best Buy
09.2018 - 11.2019
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, and problems, or respond to questions
- Troubleshooting client's software issues through chats and phones
- Assisting users through remote sessions in resolving their issues with Windows/Mac OS, printers, Office Suite Applications, and basic network issues
- Resolved 30-40 technical support inquiries per day
- Removed malware, ransomware, and other threats from laptops and desktop systems
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Document procedures and business processes in system for future reference and addition to knowledge base.
System Administrator
Wipro Ltd.
03.2015 - 12.2017
- Managed systems and infrastructures by defining hardware requirements and planning storage capacity for Backups and Restores
- Planned and implemented security measures to safeguard vital business data
- Set up and controlled user profiles and access levels for each database segment to protect essential data
- Administered, supported, and monitored databases by proactively resolving database issues and maintaining servers
- Followed standard practices for migrating changes to test and production environments and provided technical support to meet business requirements.
Education
Network Infrastructure and System Administrator -
Conestoga College
01.2019
Master of Computer Applications -
Punjab Technical University
01.2015
Skills
- Windows and Azure Active Directory
- MS-SQL scripting and SQl Trace Analysis
- Certificate Management
- Windows Server (2012, 2016, 2019, 2022)and Web Server Platforms (IIS)
- Android device platform
- Microsoft Endpoint Manger
- Log Analysis and Debugging
- Technical Writing
- ITIL Methodology
- Teamwork
- Leadership
- Analytical Strategy
- Problem-Solving
- Logical Thinking
- Customer Service Expert
- Written/Verbal Communication Skills
Languages
English
Hindi
Punjabi
References
Available on request
Timeline
Escalations Engineer
SOTI Inc.
03.2023 - Current
Sr. Technical Support Specialist
SOTI Inc.
10.2021 - 03.2023
IT Support Specialist
Apii-Security Forward IT Solutions
11.2019 - 10.2021
Part-time Remote Technical Support Specialist
Geek Squad Best Buy
09.2018 - 11.2019
System Administrator
Wipro Ltd.
03.2015 - 12.2017
Network Infrastructure and System Administrator -
Conestoga College
Master of Computer Applications -
Punjab Technical University
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