Jigar Shashikant Solanki
Technical Support Specialist | Certified Project Manager | Certified Cloud Solutions Architect & ITIL v4 Certified
Serving in the Software Service and Delivery industry as a Product Support Specialist since the last 6+ years in different domains such as Healthcare, Media and Advertisements, Retail Business solutions, and RPA; I have learnt that softwares have the capacity to transcend beyond screens and touch human lives and I am trying to do my bit in the cause!
Sharing knowledge is a part of the learning journey!
With the same thought, my creative project “Please raise a ticket” is my attempt to share knowledge, represent, learn, support, and bring smiles to people as I write in a series of articles about Technical Support as a profession in the IT domain.
This journey aims introduce people from similar or varied domains to the world of Technical Support and its intricacies, terminologies, hierarchies, tips and tricks, and its know-hows; from my perspective.
Certificates
- Amazon Web Services, Certified Cloud Practitioner
- Amazon Web Services, Solutions Architect - Associate
- ITIL Foundation Certificate – Version 4
- Google Project Management – Professional
- Automation Anywhere Certified Advanced RPA Professional
- Automation Anywhere Certified - Technical Support Specialist
Experience
Currently serving as an Enterprise Cloud Technical Support Expert
- Dispense Enterprise level technical support for Robotic Process Automation applications and systems
- Conduct feasibility studies & requirement analysis for product enhancement requests to prioritize feature releases
- Wield Customer Relationship Management tools (Salesforce, Zendesk, JIRA) to accede case life cycle events | Perform advanced troubleshooting, risk analysis, expedite fixes and devise case closure paths for Major Incidents of prioritized accounts | Serve as a Team Lead in a per-need basis
- Test BETA versions of application releases and collaborate with developers to diagnose defects minimizing new incidents
- Demonstrate customer centricity and deliver robust solutions abiding Service Level Agreements in incidents and problems Promotion: Gold Support Engineer (Dedicated resource to assist Premium Support Plan customers)
Achievements: Spearhead training, onboarding and go-live for Chat Support engineers to potentially achieve case deflection
Initiative: Designed and developed Customer Communication best-practice framework for the Global Technical Support Team
- Rendered solutions for more than 1000 incidents by furnishing technical expertise | Received 9/10 customer experience score
- Expedited incident root cause through advanced log analysis, issue replication, knowledge search, peer collaboration reducing the team’s Average Resolution Time by 20% | Maintained internal environments for application testing and issue replication
- Communicated critical information to key stakeholders via data-driven dashboards to ensure seamless interactions
Achievement: Demonstrated end-to-end product features to a potential customer in the proof-of-concept phase leading to revenue growth
- Served in a 24×7 active tier-independent technical support environment for digital advertisement applications and collaborated with cross-functional teams to establish a single point of contact | Curtail average resolution time by 25%
- Improved support service delivery by extending critical insight on pre-existing business processes |Identified potential loopholes in support delivery process using concepts of ITIL methodology to increase customer success rate by 11%
Achievement: Established standard procedures for Chat Support team decrease delivery readiness time for new joiners by 30% Initiative: Devised interactive application product design to assist support engineers in resolving rudimentary issues
- Conducted requirement analysis, feasibility study, cost analysis, and devised deployment plans to consult on installation and maintenance of Information Technology systems | Increased operational efficiency by 34%
- Delighted 95% of customers by providing technical support for Allscripts’ Healthcare product suite in a 24×7 delivery environment
- Achieved continuous monitoring of globally accessible and critical Electronic Health Record (EHR) applications & interfaces to ensure 99% availability and uptime | Identified failure patterns to assist in devising corrective plans
Initiative: Lead knowledge base rectification activity to shrink Level 3 Support engagement by 10%