Shubham Srivastava
Gorakhpur
Summary
Dynamic Lead Tech Support Engineer with a proven track record at Litmus World, excelling in technical troubleshooting and system analysis. Expert in Javascript and Python, I effectively resolved escalated customer issues and trained teams, enhancing service quality and response times. Committed to delivering exceptional user experiences through collaborative problem-solving.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
Lead Tech Support Engineer
Litmus World
Bengaluru
08.2023 - Current
- Led technical support team to resolve customer inquiries effectively.
- Trained new staff on troubleshooting techniques and software tools.
- Collaborated with product teams to identify recurring technical issues.
- Managed escalated customer cases to ensure timely resolutions.
- Analyzed support metrics to improve response time and service quality.
- Coordinated efforts between internal teams including network engineers, system administrators and database administrators.
- Provided after-hours emergency support when necessary.
- Identified root cause analysis of recurring technical issues in order to recommend long-term solutions.
Production Support Engineer
Byjus
Bengaluru
03.2021 - 07.2023
- Provided technical support for educational software and applications.
- Collaborated with cross-functional teams to troubleshoot production issues.
- Monitored system performance to ensure optimal functionality and user experience.
Tech Support Engineer
VK Soft Pvt. Ltd.
Lucknow
03.2018 - 03.2022
- Provided technical assistance for software and hardware issues to clients.
- Diagnosed and resolved system errors in a timely manner.
- Led training sessions for new employees on support protocols.
Education
Regular - O Level
Diploma
03.2016 - 02.2018
Bachelor of Science - Mathematical Sciences
DDUGU
Gorakhpur 03.2011 - 04.2015
Skills
- Javascript
- Python
- MongoDB
- RESTful API
- Postman
- SaaS Support
- Jeera and other support ticketing platforms
- Software diagnostics
Projects
Project Title: AI-Powered Feedback Management System
Description
Developed a full-stack web application designed to collect, manage, and analyze user feedback in real-time. The system focuses on transforming raw user comments into actionable business insights using sentiment analysis.
Key Technical Contributions
• Dynamic Feedback Engine: Built a responsive frontend that adapts questions based on user ratings (Conditional Logic).
• Sentiment Analysis Integration: Integrated a Natural Language Processing (NLP) layer to automatically categorize feedback as Positive, Neutral, or Negative.
• Analytics Dashboard: Designed a comprehensive admin panel using Chart.js/D3.js to visualize feedback trends and Net Promoter Score (NPS).
• Real-time Notifications: Implemented an alert system (via Email/Webhooks) for high-priority negative feedback to ensure quick resolution.
Tech Stack Used
• Frontend: Html, Css, JavaScript
• Backend: Python
• Database: MongoDB (NoSQL)
• Others: JWT (Authentication), REST APIs, Sentiment.js / Python (NLTK)
Languages
Hindi
Proficient (C2)
C2
English
Advanced (C1)
C1
Timeline
Lead Tech Support Engineer
Litmus World
08.2023 - Current
Production Support Engineer
Byjus
03.2021 - 07.2023
Tech Support Engineer
VK Soft Pvt. Ltd.
03.2018 - 03.2022
Regular - O Level
Diploma
03.2016 - 02.2018
Bachelor of Science - Mathematical Sciences
DDUGU
03.2011 - 04.2015