Akshat Shivam

Experience

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  Netrix Technology

  Oct 2016 - Mar 2017

  Frontend Support Engineer
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  Indian Institute of Technology, Delhi

  May 2017 - Sept 2017

  Software Support Engineer at IITD(R&D)
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  HCL Technologies

  Apr 2018 - May 2019

  Project Engineer-App Support
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  NSF International

  May 2019 - Oct 2022

  Total 5.7 years of IT Experience with ITIL V4 Certification that includes Software Support, Application Support, Frontend Support, Manual Testing profiles. Worked in the wide domains like Audit Management, Supply Chain Management, Sustainability Management, Healthcare sector, Education Sector. Proficient in Customer Success, Customer Satisfaction, SLA/OLA Management, Incident Management, Bug Fixing, Knowledge Base Creation, UAT Testing, L2 Support etc. Working on different Audit Software using Oracle Database, debug reports using Log Files, XML Files, RTF files, BI Publisher, Advance Excel. Using Service Now for Knowledge Base Creation. Working on Test, Stage and Production Environments. Involved in preparing functional documents, Training documents, Software User Manual Documents, Reports Creation. Worked on the Ticketing tools like Freshdesk, Customer Wise, JIRA, Atlassian JIRA and used Avaya for call support. Worked on CRM tool named as Salesforce- Field Service Lightening. Working experience under critical situations, under high pressure scenarios, under tight timeline, under flexible shifts etc. Worked with team and single handedly also from an APAC reason. Handled Clients and Customers along the Globe like from USA, UK, Canada, China, Japan, Vietnam, India etc. Show less

  • Senior Consultant- Application Support (L2)

    Sept 2021 - Oct 2022

  • Senior Consultant-Application Support (L1)

    Feb 2021 - Sept 2021

  • Software Consultant

    May 2019 - Feb 2021
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  Apexanalytix

  Oct 2022 - Feb 2025

  Senior Application Support Specialist- II

  - Vendor/ supplier management on SaaS based tool with domain apexanalytix.net/.com- ERP integration with vendor portal for ETL to build a data warehouse.- Involved in handling global Clients, Suppliers & Facilities by troubleshooting and resolve their problems by maintaining SLAs.- Troubleshooting integration issues using ETL tables and ETL directions.- Proficient in Implementation, Troubleshooting, Problem Management, Customer Success, Customer Satisfaction, SLA/OLA Management, Incident Management, Bug Fixing and provide accurate/prompt response to customers.- Experienced in complete UAT and Production deployments- Install, configure, and deploy software updates to client portals- Providing Signoffs for the Clients on UAT environment during deployment.- Writing scripts in Oracle SQL Database for updates, Insert, Delete in the database- Make appropriate changes in Rule Engine and Push Configuration to Production.- Work with Project Management and Implementation Teams on executing and updating production data.- Manage and resolve technical support tickets submitted by clients by debugging into the database. Show less