Shoaib Tanwar

• Built and maintained strong customer relationships, positioning the organization as a trusted advisor and strategic partner.
• Gained deep understanding of client business goals and challenges to align technical solutions that deliver measurable value and drive customer satisfaction.
• Developed a strong technical knowledge base across all Strategy products to provide informed guidance and ensure effective solution delivery.
• Monitored and executed programs to track customer adoption, value realization, and satisfaction, ensuring alignment with strategic goals.
• Acted as a liaison between customers and internal product teams, relaying feedback and enhancement requests to influence future product development.
• Collaborated cross-functionally with support, engineering, and product teams to proactively address and resolve customer issues in a timely and efficient manner.
• Partnered with Sales and Account Management teams to identify upsell and cross-sell opportunities, supporting overall revenue growth and solution expansion.
• Provided after-hours support during critical incidents or high-priority customer engagements to ensure continuity, satisfaction, and business success.

• Worked well in a team setting, providing support and guidance.
• Proficient in solving database and/or application related issues and providing support to Australia, UK, US and Singapore Clients.
• Expertise in Database Administration on Production Servers with server configuration, performance tuning and maintenance with outstanding troubleshooting capabilities.
• Working closely with Management to improve the Process and Team metrics.
• Training Juniors and new folks in the team.
• Responsible for scheduling the Shift Roster for the team every month along with the On-Call Roster for weekends.

• Set up and controlled user access levels across databases to protect important data.
• Troubleshooting Database related issues- Application hang, timeout errors, application responds slowly etc.
• Capturing logs and traces (SQL Profiler, Black Box) and analyzing them to find the cause of the issue.
• Troubleshoot Application related issues - Users Access, Application Configuration, Interface related issues, Running Reports etc.
• Solving issues related to web based applications hosted on IIS. Creating/modifying app pools,reviewing web.config files.
• Worked on Replication, AlwaysOn Issues.
• Solving windows related issues i.e. Disk Space, Performance issues etc.
• Worked on SFDC as a ticketing tool.

• Interact with customers to help troubleshoot and resolve product problems or issues.
• Diagnose and resolve complex customer questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements.
• Track and document inbound support requests and ensure proper notation of customer problems or issues.
• Document problems and solutions to train lower-level support on how to properly address customer or product problems.
• Communicate with product development department to improve on current design or to identify possible problems with design.
• Stay abreast of current technology in products, design changes, and new products offered.
• Deft in ensuring process quality through Quality Audits and inculcating a quality culture among team members.
• Expertise in maintaining highest level of quality in support; ensuring adherence to all the quality parameters and procedures as per the stringent norms.
• Preparing various reports, shift roster, training freshers and being the first point of contact in absence of manager for the team were the additional responsibilities.

Keeping track on Auto Insurance Loans for “Bank Of America” The profile also included taking responsibility of new, Process Training, Certification, Quality Control and rendering feedback so as to help team members to enhance and upgrade their level of performance.