Summary
Overview
Work History
Education
Skills
Certification
Skills Proficiencies
Personal Information
Languages
Timeline
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Suraj Shinde

Suraj Shinde

Summary

I aim to join an organization where I can apply my skills and expertise to help the company grow, while also continuously learning new technologies to further my personal and professional development.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Product Support Engineer

Cornerstone On Demand
11.2022 - Current
  • Consistently ensuring a positive customer experience as reflected in CSAT metrics.
  • Maintaining continuous adherence to Cornerstone OnDemand and Support Process, meeting Customer SLAs.
  • Conducting time-bound Quality Analysis and delivering superior customer communication across various channels such as Phone, Email, Chat, and CRM.
  • Providing regular quality updates until resolution to prevent case staleness/ageing and avoid a backlog.
  • Prioritizing work on hand, especially for cases with high customer impact, and delivering timely resolutions aligned with customer expectations.
  • Engaging next-level support promptly when necessary, following proper triage and case documentation.
  • Keeping stakeholders informed and sharing feedback in a timely manner.
  • Actively participating in Legacy Saba Knowledge base and forums, contributing to and utilizing the resources effectively.
  • Continuously enhancing knowledge about the Cornerstone OnDemand portfolio and associated technologies through learning and development.
  • Consistently surpassing set goals and delivering exceptional performance.
  • Collaborating seamlessly and contributing towards the inclusive success of the Cornerstone OnDemand ecosystem.
    Additionally, responsibilities involve:
  • Managing the integration between Identity Provider (IdP) and Service Provider (SP), handling SAML, SSL, ADFS, etc.
  • Proactively sending technical alerts to clients regarding certificate expiry, specifically in SAML and SSL contexts.
  • Utilizing the Postman API tool to verify the status of certificates.
  • Configuring the SFTP server to facilitate client access.
    Setting up connectors for smooth and efficient access to the product.

Technical Product Specialist

AgreeYa Solution Pvt Ltd
12.2021 - 11.2022
  • Acting as an advocate for the customer and effectively communicating feedback to and from the members of our product development, product management, etc. In a very clear and concise method.
  • Taking ownership of technical issues from the initial report to the final resolution.
  • Assisting internal groups with technical issues and inquiries.
  • Set up test environments to verify reported software bugs and record them in our issue-tracking system-Jira.
  • Communicating clearly and concisely with customers in written and verbal form and maintaining accurate and timely records on our ticket tracking system-Salesforce.
  • Creating support documentation to be used internally as well as for customers.
  • Meeting individual case management, SLA and C-SAT goals.
    Proactively monitoring the customer's environment by running reports, activity logs, and product usage to identify application issues that prevent customers from achieving system-supported. business objectives
  • Maintaining customer support call communications in our CRM application-Salesforce.
  • Performing related duties as assigned by the Supervisor.
  • Maintaining compliance with all company policies and procedures

Technical Project Specialist

Wipro Limited
11.2019 - 02.2021
  • Analyzing the Customer/client requirements For the network need, performing feasibility, assignment according to product (PSTN, ISDN, BROADBAND), quotation preparation, network designing
  • Providing client support services in a timely, accurate and professional manner.
  • Performing changes in IP products that are currently at the customer site
  • Act as primary contact for any client inquiries and concerns
  • Processing the cases within a given time with 100% quality.

Education

Bachelor's in computer engineering -

Vidya Prasarini College Of Engineering And Technology, Savitribai Phule Pune University
01.2022

Diploma in computer engineering -

Marathwada Mitra Mandal's Polytechnic, Pune University
01.2019

SSC -

Nirmal Bethany High School And Jr College., Maharashtra State Board Of Technical Education
01.2012

Skills

  • AWS Fundamentals
  • IAM (Identity and access management)
  • SAML ( Security Assertion Markup Language )
  • Knowledge of HTML, CSS, Jquery, JavaScript

Certification

  • AWS Essentials.
  • Cloud Foundation from AWS academy.

Skills Proficiencies

  • Knowledge about Cloud Technology
  • Completed training in Cloud foundation from AWS Academy.
  • Proficient in using CRM software.

Personal Information

  • Gender: Male
  • Marital Status: Single
  • Date of Birth: 12/27/95

Languages

English
Advanced (C1)
Hindi
Advanced (C1)
Marathi
Advanced (C1)

Timeline

Product Support Engineer

Cornerstone On Demand
11.2022 - Current

Technical Product Specialist

AgreeYa Solution Pvt Ltd
12.2021 - 11.2022

Technical Project Specialist

Wipro Limited
11.2019 - 02.2021

Bachelor's in computer engineering -

Vidya Prasarini College Of Engineering And Technology, Savitribai Phule Pune University

Diploma in computer engineering -

Marathwada Mitra Mandal's Polytechnic, Pune University

SSC -

Nirmal Bethany High School And Jr College., Maharashtra State Board Of Technical Education

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Suraj Shinde