Shivam Sachdeva

Experience

• 

  Concentrix

  Aug 2020 - Aug 2021

  Technical Support Specialist

  Responsibilities:The key responsibilities include assisting customers over the phone with their technical issues and general queries regarding Avalon products. The responsibilities also include logging the case appropriately, resolving any software related issues virtually, and booking appointments to the store for the hardware repairs. Key Achievements:• Ensured a high level of professionalism while dealing with customers and guided them to resolution while adhering to the company policies and procedures.• Dealt with customers across multiple countries and adapted my communication skills to align with the customer’s technical knowledge and skills. • Provided technical support to 20-25 customers daily while ensuring the case notes are well documented and detailed, if required, the call be seamlessly transferred to another team or if a call back is required.• Received positive surveys from customers showcasing that the job training has been put into practice and lessons learned have been applied. Show less

• 

  Rubicon Red

  Sept 2021 - May 2022

  Associate Engineer

  Responsibilities:• Provide comprehensive platform and integration support for the day-to-day operations of the Oracle Fusion Middleware (FMW) platform.• Demonstrate strict adherence to established procedures, diligently monitor integration health, and promptly report any anomalous activities.• Provide support for web service technologies like SOAP and REST. • Exhibit effective communication skills with clients through email and phone channels, asking precise questions to grasp the intricacies of reported issues. Subsequently, prioritize and communicate these issues efficiently to management.• Take ownership of incidents, utilizing a rich knowledge base to resolve issues promptly and efficiently.• Execute support case escalations in accordance with the Service Level Agreement, maintaining proactive communication with clients to provide regular updates on ticket status.• Employ a proactive approach to identify and mitigate risks within the support process and associated technologies.• Develop and maintain comprehensive documentation, encompassing but not limited to infrastructure diagrams.• Actively participate in the Continuous Integration/Continuous Deployment (CI/CD) process, strictly adhering to customer guidelines for the deployment of artifacts.• Manage both production and non-production environments, contributing significantly to the patching of the platforms.• Under the guidance and support received, adhere to project delivery processes, routines, and timelines. This includes providing regular updates on activity status and managing timelines effectively.• Undertake responsibilities in the design, coding, verification, testing, documentation, amendment, and refactoring of programs/scripts.• Manage the oversight of platform and application health through the utilization of monitoring tools such as Nagios and Oracle Enterprise Manager (OEM). Show less

• 

  KPMG Australia

  May 2022 - now

  Responsibilities:• Provide comprehensive platform and integration support for the day-to-day operations of the Oracle Fusion Middleware (FMW) platform.• Demonstrate strict adherence to established procedures, diligently monitor integration health, and promptly report any anomalous activities.• Provide support for web service technologies like SOAP and REST. • Exhibit effective communication skills with clients through email and phone channels, asking precise questions to grasp the intricacies of reported issues. Subsequently, prioritize and communicate these issues efficiently to management.• Take ownership of incidents, utilizing a rich knowledge base to resolve issues promptly and efficiently.• Execute support case escalations in accordance with the Service Level Agreement, maintaining proactive communication with clients to provide regular updates on ticket status.• Employ a proactive approach to identify and mitigate risks within the support process and associated technologies.• Develop and maintain comprehensive documentation, encompassing but not limited to infrastructure diagrams.• Actively participate in the Continuous Integration/Continuous Deployment (CI/CD) process, strictly adhering to customer guidelines for the deployment of artifacts.• Manage both production and non-production environments, contributing significantly to the patching of the platforms.• Under the guidance and support received, adhere to project delivery processes, routines, and timelines. This includes providing regular updates on activity status and managing timelines effectively.• Undertake responsibilities in the design, coding, verification, testing, documentation, amendment, and refactoring of programs/scripts.• Manage the oversight of platform and application health through the utilization of monitoring tools such as Nagios and Oracle Enterprise Manager (OEM). Show less

  • Senior Integration Consultant - Managed Services

    Jul 2024 - now

  • Integration Consultant - Managed Services

    May 2022 - Jun 2024