Open to opportunities

Abhishek Shah

@abhishekshah2

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Technology-driven professional with 20 years in application support.

India

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What I'm looking for

I seek a role that fosters team development and enhances customer satisfaction.

I am a technology-driven professional with over 20 years of experience in application support and team management. My career has been marked by a commitment to resolving complex application-related issues and managing teams effectively. I excel in communication, both verbal and written, in English, Hindi, and Gujarati, which has enabled me to bridge gaps between technical teams and stakeholders successfully.

Throughout my career, I have demonstrated a strong ability to provide application support across various platforms, manage patch deployments, and oversee database management with PostgreSQL and MySQL. My leadership experience includes managing teams of over 40 members, where I focused on training, performance monitoring, and ensuring adherence to service level agreements. I have consistently driven improvements in service quality and operational efficiency, resulting in enhanced customer satisfaction.

Currently, I lead a team of 25+ members at Spectra Technovision, where I implement processes to streamline customer support and enhance team productivity. My analytical skills allow me to conduct detailed operational performance reviews, utilizing data-driven insights to foster continuous improvement. I am passionate about developing team members and ensuring that our support services align with customer needs.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Spectra Technovision (India) Pvt. Ltd.

Nov 2023 - Present (1 year 7 months)

Leading a team of over 25 members to deliver effective post-sales support services. Focused on enhancing team performance, implementing processes for operational efficiency, and ensuring timely resolution of customer issues.

Team Management Customer Support Performance Tracking Process Improvement SLA Management Communication Skills Technical Documentation

IT Technical Consultant

TNSI Retail Private Limited

Feb 2023 - Aug 2023 (6 months)

Subject Matter Expert for TPLinux application, managing Linux-based servers and implementing patches and configurations across stores. Created support documentation for technical issues.

Linux Administration Patch Management Technical Documentation Troubleshooting Communication Skills Problem Solving

Assistant Manager

TNSI Retail Private Limited

Jul 2022 - Jan 2023 (6 months)

Managed store server hygiene and implemented solutions for daily issues. Oversaw patch rollouts and created support documentation for technical functions.

Linux Administration Patch Management Technical Documentation Troubleshooting Communication Skills Problem Solving

Assistant Manager

AGS (India) Transit Ltd.

Apr 2015 - Jul 2022 (7 years 3 months)

Managed a team of over 40 members, overseeing ticket management and ensuring adherence to SLA. Conducted training sessions and documented troubleshooting processes.

Team Management Ticketing SLA ITIL Communication Skills Problem Solving

Sr. Technical Support/Team Lead

AGS (India) Transit Ltd.

Jan 2013 - Apr 2015 (2 years 3 months)

Handled Linux-based application issues and managed team operations during shifts. Ensured effective communication between departments and vendors.

Team Leadership ITIL Communication Skills Problem Solving Technical Support Troubleshooting

Sr. Technical Support

Future Retail Value Limited

Apr 2012 - Jan 2013 (9 months)

Managed issues related to Linux-based applications and provided technical support during shifts. Coordinated with various departments for issue resolution.

Technical Support ITIL Communication Skills Problem Solving Troubleshooting