Bhavik Joshi

Experience

• 

  Greenbell

  Sept 2017 - Oct 2022

  Information Technology Administrator

  - Oversaw Shopify website operations for seamless functionality, including updates and content management, enhancing user experience.- Resolved Shopify platform issues and addressed payment processing concerns promptly, ensuring optimal customer experience.- Diagnosed and resolved on-premises network problems, optimizing connectivity and security while configuring routers and internal systems.- Proficient in troubleshooting Windows OS, ensuring smooth functionality and resolving issues efficiently.- Experienced with network configuration and various networking protocols.- Familiar with SQL for database management and querying.- Administered main server PC, maintaining smooth operation and data integrity through configurations, updates, and security protocols.- Upgraded and configured new hardware/software solutions aligning with company objectives, minimizing downtime.- Managed user accounts and access control, safeguarding data integrity and ensuring appropriate access levels.- Provided comprehensive client support via email, phone, and in-person interactions, delivering exceptional service and resolving technical problems promptly.- Ensured prompt assistance and resolution for walk-in customers, fostering positive customer experiences.- Managed inventory levels, tracked stock movements, and updated product listings optimize stock levels and improve efficiency. Show less

• 

  Avalara

  Oct 2022 - now

  Technical Support Engineer

  - Providing top-notch technical support to customers via phone, email, and chat, addressing an average of 10-15 inquiries daily.- Ability to maintain SLAs on the phone, chats, and cases by responding promptly.- Interacting with customers to understand their concerns and resolve their issues.- Handling and escalating complex or critical issues to higher-level support or development teams, ensuring that such problems receive proper attention and resolution.- Managed Tier 2 cases through detailed analysis, advanced troubleshooting, and timely escalations, ensuring enhanced customer satisfaction.- Conducted remote troubleshooting sessions, guiding customers to resolve issues completely and achieve customer satisfaction.- Successful installation and configuration of cloud-based ERPs, CRMs, and connectors (e.g., Shopify Plus, Netsuite, and Quickbooks) on the client's production or sandbox environment.- Familiarity with tools and technologies: Postman, Jira, MS Office 365, Confluence, Tableau, Salesforce.- Proficient in XML, JSON, REST Protocols, and API integration for data exchange and communication.- Proficient in utilizing JIRA for efficient project management and collaboration with engineering teams.- Managing escalated cases and prioritizing Enterprise customer inquiries to ensure they receive prompt resolution on their first call.- Proficient in creating and maintaining technical documentation, knowledge base articles, and troubleshooting guides for both customers and internal teams.- Excellent verbal and written communication skills to explain technical concepts to non-technical users and to document solutions effectively.- Contributed to multiple projects by coordinating seamlessly with internal teams. Show less