Rupesh Shah

Project – Cisco Community at Cisco - [Jan 2021 to Present]

Role: Community Manager & Moderator

Project Description: The Cisco Community is an engaging, full-featured, self-service, content-filled, technical community. The Community provides an online site and collaboration tools to quickly find answers to questions, troubleshoot, research independent reviews on products, and discover enhanced connectivity techniques and optimization questions.

Key activities performed:

• Monitoring the community and resolving the customer's requests received from the ESP, OneTrust and Securiti portal, responding to emails and customer feedback.
• Providing 24/7/365 follow-the-sun model for the application.
• Performed unit, sanity, and load testing for the application.
• Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
• Maintained high levels of customer satisfaction, even during peak times or high-volume ticket periods.
• Documented technical issues and solutions to enable tracking history and maintain accurate logs.
• Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns. Also collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
• Researched new technologies and methodologies to improve support processes and automation tools to streamline workflows, reducing manual tasks and increasing productivity within the support team and provide better services to customers.

Technologies/Skills/Tools used:

• Technologies: HTML5, CSS3, JavaScript, Unit, Sanity, and Load testing.
• Skills: Testing and supporting the application.
• Tools: ESP, OneTrust, Securiti portal, Jira, SharePoint, NeoLoad.

Major achievements:

• Business awarded new community role ‘Community Manager’ for understanding the pain point and threat mitigation quickly and providing solutions.

Project – Bug Search Tool at Cisco - [Oct 2020 to Jun 2023]

Role: Support Engineer

Project Description:

Key activities performed:

• Resolved the bugs for the application.
• Written automation scripts and performed the load testing.
• Performed the API testing on postman tool.
• Fixed UI user stories for the 'Foosball' application in Angular8, HTML5, and CSS3.
• Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
• Maintained existing software systems by identifying and correcting software defects.

Project – Support Case Management at Cisco - [Sep 2019 to Sep 2020]

Role: Jr.Software Engineer

Project Description:

Key activities performed:

• Fixed UI user stories for the 'SCM' application in Angular8, HTML5, and CSS3.
• Performed the API testing on postman tool.
• Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
• Took initiative in self-directed learning opportunities, enhancing skill set as a junior engineer.

• Completed training on frontend technologies - HTML5, CSS3, JavaScript and Angular8.
• Implemented innovative solutions during the course of projects, completed projects and work assignments before deadline without sacrificing quality standards.
• Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.