Subham Kumar Shukla

• Strengthened client relationships through effective communication and prompt resolution of concerns.
• Collaborated with stakeholders regarding project capabilities and limitations to deliver optimal functionality.
• Addressed technical issues and guided end users through resolution.
• Delivered support training to help customers learn key features of applications.
• Reduced downtime for clients by swiftly addressing and troubleshooting software defects and bugs.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Created user accounts and assigned permissions.
• Assisted with creation of user manuals.
• Help team to respond to incidents raised by calls, email, Instant Message or through dedicated customer support portal in English.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Managed multiple assignments simultaneously, ensuring all tasks were completed efficiently and accurately.
• Investigate new or existing incidents by replicating the issue in-house and discussing with peers.
• Worked flexible hours across night, weekend, and holiday shifts.
• Excellent communication skills, both verbal and written.
• Worked effectively in fast-paced environments.
• Resolved problems, improved operations and provided exceptional service.
• Directly communicate with end customer to resolve all incidents within the allocated SLA.
• Working closely with sustained engineering to help resolve incidents in a timely fashion.
• Provide support to US Based clients on cloud based applications via email and chat & Voice.
• Working on SSL certificate installation for the multiple domains and working on GDPR/CCPA request.
• Troubleshooting of mailing and fix the issues related to the campaigns in email marketing.
• Working on Messaging,Loyalty,Experience,Cheetahmail,Distributed Marketing platform related to the email marketing.
• Woking on the API related issue and EBM trigger campaigns.
• Working on tools: Salesforce,Splunk,Grafana,Jira,Asana,Windows server, Linux server,SQL Server,Cheetah Tool,Ops Tool,ADM,other mailing tools.
• Monitoring the campaigns deployments and Bigpanda server alerts.
• Working on IT admin issues and Microsoft outlook and active directory.
• Working on Linux and SQL servers.

• Worked as system admin for the project of American Express Pvt. Ltd Gurgaon.
• Provide support for the multiple tool of American express (e.g. BYOD, COD, LION )
• Worked on Citrix, VM ware Virtual Desktop, Active Directory, Office 365, Network printers, Software and windows installation.
• Worked on ServiceNow , ITSM Ticketing Tool and BOMGAR chat tool, Webex.
• Handle all Application issues & Virtual desktop & Server issues related to systems for Globally.
• Improved team productivity by providing technical guidance and mentoring junior engineers.
• Trained and mentored junior engineers, providing guidance and direction.

• Managed user accounts, permissions and group policies for optimal system security.
• Assembled, installed and tested new equipment and trained users in effective operation.
• Installed, configured, and monitored new system features based on user needs.
• To handle the internet issues,New software installation, Microsoft Office issues & troubleshooting of networks via

calls with international clients.

• Worked flexible hours across night, weekend, and holiday shifts.
• Provided Support for systems diagnostics, troubleshooting, analyzing network performance, system slowdowns.
• Self-motivated, with a strong sense of personal responsibility.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Worked for Installation of Application as -Outlook ,Excel, Windows Worked on Salesforce ,Freshdesk ,Iesphere Ticketing tool.
• Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
• Documented diagnostic results and supported root cause analysis and troubleshooting.

• Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
• Installed and maintained hardware and computer peripherals to store tangible components.
• To provide support for software and hardware and troubleshooting of the software and networks.
• Worked on Active Directory, Microsoft Office, Talk desk.
• Worked on Zendesk Ticketing Tool.
• Installation of drivers and software nd Internet issues and routers.