Shayan Rashid

Experience

• 

  FES Pakistan

  Apr 2018 - Apr 2019

  Software Engineer

  • Responsible for complete Android software development in SCRUM model.• Responsible for customer communication throughout software development cycle.• Responsible for development of Unity 3D Applications• Worked on multiple technologies i.e Android, Unity 3D, Augmented reality.

• 

  Elixir Technologies

  Apr 2019 - now

  • Manage relationships between assigned customers and the Technical Support team.• Ensure all support requests are documented properly, moving well, and closed in a timely manner.• Facilitating knowledge transfer and share information on best practices and potential issues.• Maintain a deep understanding of customer business strategies and organizational structure, and the ability to align customers’ short and long-term goals with Elixir solutions to generate business value.• Coordinate with internal resources, including technical and customer support, professional services and management to meet account performance objectives and customers’ expectations.• Act as the customer's advocate within Elixir by having the ability to build credibility through action and responsiveness.• Manage, document and report on performance against service level agreements (SLAs) and where SLAs are not being met, formulate an action plan that will result in meeting and exceeding those commitments regularly.• Review open incidents, problems and enhancement requests. Communicate proper priority and direction to responsible Elixir teams to ensure a timely customer satisfying result.• Act as an escalation point and advocate for critical customer issues.• Understand and explain Elixir applications, features and benefits as it relates to customer needs. Show less • Customer relationship management to corportate clients across the globe through Salesforce, Kayako, remote meetings, and calls.• Closely coordinating with business development teams working at Elixir global office• Assisting customers in communicating with company's higher management for reporting their business needs• Assisting the completion of projects within deadlines, highlighting escalated issues, and communicating the status accordingly to all stakeholders• Responsible for clarifying client requirements, business needs, and project objectives, via feedback sessions and client meetings, in collaboration with all stakeholders• Identifying options for potential solutions and assessing them for both technical and business suitability.• Producing user manuals for Different Customer Solutions• Scheduling weekly meetings to cop up with on-going problems and reported issues by the client managers• Detecting, reporting and tracking bugs using JIRA Platform• Performing QA of multiple Customer Environments through Rigorous Regression Testing• Providing detailed documentation/demo of new updates/patch and functionalities to the clients• Actively performing User Acceptance testing and Drawing up a testing schedule for hot fixes, Patches, Sanity & Regression Testing and conduct QA after development.• Assisting the sales meetings, demonstrations, and customer interaction sessions• Working on virtualization technologies like VMWARE. Show less

  • Principal Technical Analyst | Technical Account Manager

    May 2023 - now

  • Technical Analyst

    Apr 2019 - May 2023