Stanley Shivraj

STANLEY SHIVRAJ - |-https://www.linkedin.com/in/stanleyshivraj/ PROFESSIONAL SUMMARY  Technical professional with close to 10 years hallmark career significantly contributing in enhancement of the capacity & productivity of the organization, with an excellent set of leadership skills and commitment  Demonstrated excellence in Customer / Product Support with proven expertise in handling incident and risk management for clients  Hands on experience in working on Ticketing Management System –Zendesk, ITIL process, SQL queries, research on client's issues in a timely manner and follow up with the customer with recommendations and action plans.  Achieved “Stunt Performance” award while working with Citec Information India Pvt. Ltd. and had an opportunity to go to Finland (Europe) to receive an advanced Product Training from the client.  Possess strong understanding of Technical Support backed by a comprehensive exposure to product management, system administration & troubleshooting of issues raised. PROFESSIONAL SKILLS Customer Support | Product Support | Application Support | Team Leader | Incident Management Slack | Trello | Intercom |Customer Training | User Acceptance Testing | User Manual/Documentation MS Office | Reporting | Data Maintenance | Appannie | Salesforce | Issue Resolution | Technical Troubleshooting PROFESSIONAL EXPERIENCE SUP P ORT T EAM LEAD – CVC NETWORK INDIA PVT. LTD. – JUL ‘15 TO PRESENT  Accountable to render support for in-house built software product/app, communicate with global clients for handling issues raised  Expertise in handling team also ensuring to meet the SLA to close the queries, acted as single point of contact for external clients and internal team  Responsible to formulate strategies and develop strong programs for smooth functioning of the process, generating reports to share with management and clients to update on the work progress  Responsible to monitor Incident and request management system and respond to Incidents and requests within the allotted SLA time SUP P ORT T EAM LEAD – MANIPAL GLOBAL EDUCATION SERVICES EDUNEXT– SEP’14 – JUN’15  Responsible to handle all student care function related to subject registration, retention, orientation, articulation, examination support and study plan for E-learning platform  Responsible to set up online classes, provide assistance to learning facilitators in class preparation while ensuring operations of EduNxt education platform for ongoing classes  Managed student enquired through phone, email and tickets raised also handled admin and IT issues, shared reports of system issues, ongoing problem and challenges faced by students on online classes to the technical team for issue resolution  Responsible for program development, strategy formulation, generating of reports while analyzing issues to find a permanent solution SR. P RODUCT SUP P ORT ENGINEER – PRAMATA KNOWLEDGE SOLUTIONS PVT. LTD – NOV’13 – JUN’14  Responsible to communicate with engineering and development team regarding the clients requirement, coordinated with the product management team for the latest or modification required from clients end  Handled outbound communication with customer related to system outages and release notes, developed standardized ticket response templates for smooth processing.  Managed clients communication through email and phone calls; ensured to prepare excel templates for delivering presentation. SR. P RODUCT SUP P ORT ENGINEER – CENTRIS INFOTECH SERVICES PVT. LTD. – FEB’13 – NOV’13  As Sr. Product Support Engineer handled the account for CISCO working on incident tickets raised on education products and resolve them by adhering to support SLA  Skillfully resolved the queries raised by customers within the estimated time, handled daily operations including scheduling and maintenance of production system P DM COORDI NAT OR (P RODUC T SUPP ORT ) – CITEC INFORMATION INDIA PVT. LTD., – NOV ‘07 TO SEP ‘12  Responsible to provide assistance on Product Data Management issues mentioned by customers, resolved customer inquiries over phone email and web tickets.  Actively worked technical support team, quality assurance, software development and administration team to resolve issues raised, shared regular report and feedback to customers  Handled meeting with clients, discussed about their requirements and rendered support as required, efficiently handled application/product issues while working closely with development team. EDUCATION 2005: Ba ch el or o f E n gin eer i n g (BE ) I n Co mpu ter Sci en ce f r o m O xfor d Co ll ege o f E n gin eer i n g, Ban ga lo r e, Ka rn a ta ka PERSONAL INFORMATION Date of Birth: 13th August 1983 | Languages Known: English, Hindi and Kannada Address: # 72, ‘Shalom’, 2nd Cross, 3rd main road, Jyothinagar, Nagarbhavi Main Road, Bangalore – 560072