Shubham Jain

Experience

• 

  Balaji sales, vapi

  Jun 2018 - Dec 2018

  • Customer Service Specialist

    Jun 2018 - Dec 2018

  • Digital Marketing Intern

    Jun 2018 - Dec 2018
• 

  Subway

  Jan 2019 - Mar 2021

  Sandwich Artist

  • Customer Service (Handling needs, orders, transactions & Resolving queries)• Health & Safety (Food cleanliness & Safety)• Time Management• Team Work

• 

  Mabel's Labels

  Jan 2020 - Mar 2020

  IT Tech Support

  • Providing technical support and problem resolution to staff on-site related to printer, hardware, and software.• Creating extension, managing and configuring IP phones for users through the Jive interface.• Monitoring server and VM’s using VMware vSphere client and web interface.• Configuring infrastructure IP’s using Cisco Meraki solution• Handling FortiGate firewall configuration.• Created documentation for specific instructions pertaining to tools management.• Office 365 Administration, Exchange server Show less

• 

  S & P Data

  May 2020 - Jun 2020

  Customer Service Representative
• 

  Fully Managed by TELUS Business

  Apr 2021 - Jul 2024

  • Oversee the tickets dispatch (managed by dispatchers), helping manage their client’s tickets(Fast track or VIP tickets), and ensuring other team leads and departments are engaged asrequired to meet client expectations and requests prioritization• Take a lead role in incident management and collaborate with the teams, both internal and external, to resolve client outages• In partnership with the Account Management team, conduct regular client facing meetings todiscuss service delivery, maintenance, and other client facing activities• Participate in and actively contribute to strategic planning sessions for client roadmaps• Help identify opportunities to improve the client service experience, and potential client sales orproject opportunities Show less • Resolving technical support issues (related to servers, firewall, applications, networking, emails, security, etc.)• Configuring VPN, Private cloud, RDS & Network printers.• Providing Server & O365 Administration, CSP to different clients.• Using Sophos MDM to control mobile devices for clients.• Providing remote assistance as a part of MSP using Ncentral, Screen connect. • Create new procedures for newly identified resolutions, and when otherwise appropriate.• Maintain accurate documentation of client networks, resolved issues, and client information. Show less

  • Client Technical Lead

    Dec 2022 - Jul 2024

  • Level 1 Service Delivery

    Apr 2021 - Nov 2022
• 

  DAS Health

  Jul 2024 - now

  Client Technical Lead

  • Oversee the tickets dispatch (managed by dispatchers), helping manage their client’s tickets(Fast track or VIP tickets), and ensuring other team leads and departments are engaged asrequired to meet client expectations and requests prioritization• Take a lead role in incident management and collaborate with the teams, both internal and external, to resolve client outages• In partnership with the Account Management team, conduct regular client facing meetings todiscuss service delivery, maintenance, and other client facing activities• Participate in and actively contribute to strategic planning sessions for client roadmaps• Help identify opportunities to improve the client service experience, and potential client sales orproject opportunities Show less