Open to opportunities

Rushil Shah

@rushilshah

Message

I resolve complex hardware, software, and network issues in high-volume technical support.

Canada

Message

What I'm looking for

I'm looking to continue resolving complex technical issues, managing escalations, improving support processes, and sharing knowledge with support teams in a customer-focused environment.

At Concentrix, I provided advanced technical support for complex hardware, software, and networking issues in a high-volume customer environment. I resolved escalated cases through structured troubleshooting, research, and root cause analysis while balancing resolution speed, quality, and customer experience.

I document incidents and case updates in ticketing and CRM systems, work to SLA, KPI, and CSAT targets, and serve as an escalation point for critical issues. I’ve also mentored junior technical advisors, supported onboarding and training, and contributed to knowledge sharing and process improvements.

My background includes a Graduate Certificate in Wireless Information Networking, a Bachelor of Science in Information Technology, and CCNA certification. I also enhanced UI/UX and conducted testing for the Zero In – Nimble Board Game web project.

Experience

Work history, roles, and key accomplishments

Technical Advisor (Sr. Advisor I – Technical Support)

Concentrix

Aug 2020 - Aug 2026 (6 years)

Provided advanced technical support for complex hardware, software, and networking issues in a high-volume customer environment. Resolved escalated cases through structured troubleshooting and root cause analysis, while mentoring junior advisors and contributing to process improvements.