Shivanshu

647-675-9684 | shivanshu_2K11@yahoo.in | Toronto, ON (willing to relocate) | www.linkedin.com/in/Shivanshu1234

PROFILE SUMMARY
• Detail-oriented IT Professional with strong organizational skills
• Ability to handle multiple projects simultaneously with a high degree of accuracy
• Excellent communication and client engagement skills
• Excellent technical troubleshooting and problem-solving skills
• Ability to explain technical concepts to non-technical customers
• Proficient in using technical support software and tools

TECHNICAL SKILLS
• Tools and Applications: Git/GitHub, Terraform, Microsoft Office 365, SQL, JIRA, ServiceNow
• Programming Languages: C/C++, Python, HTML, Linux, Hashicorp
• Platforms: Azure, AWS, GCP
• Payment Tool – Plooto
• Designing Tool – Photoshop and InDesign

EDUCATION
Graduate Certificate in Cloud Computing Loyalist College 2022-2023
Bachelor of Technology in Computer Science PDM University 2018-2021
Diploma in Computer Science Board of Technical Education 2014-2017

CERTIFICATIONS
Oracle Cloud Infrastructure Foundation (OCI) Oracle March 2022
ServiceNow Administrator Micro (CSA) ServiceNow December 2022
Cloud Practitioner Certification (AWS) Amazon November 2022
Microsoft Azure Administrator (AZ-104) Microsoft September 2022
Microsoft Azure Foundations (AZ-900) Microsoft September 2021

PROFESSIONAL EXPERIENCE

Ticketgateway (Toronto – Full Time) August 2023 – Sep 2023

Role: Customer Technical Support
• Maintained a high customer satisfaction rate by delivering timely and accurate responses to customer inquiries and
consistently meeting or exceeding service level agreements (SLAs)
• Provided exceptional technical customer support to Ticketgateway users, assisting them with inquiries, technical issues,
and account-related concerns via email, phone, and chat
• Effectively communicated complex technical concepts to non-technical customers, ensuring they could navigate the
platform and utilize its features effectively
• Worked closely with the marketing team to integrate marketing campaigns and strategies into the website, enhancing
brand visibility and ticket sales
• Executed and managed payouts of customers using Plooto

Kognitive Tech Inc (Toronto – Part Time) Mar 2023 – July 2023
Role: Customer Service
• Conducting market research to understand consumer preferences and behavior
• Building and maintaining relationships with key stakeholders such as customers, media outlets etc.
• Collaborating with cross-functional teams such as product development, and customer service to align marketing efforts
• Coordinating and executing promotional events and activities

Up Fundraising (Toronto – Part Time) Jun 2022 – Sep 2022

Role: Fund Raiser
• Added value worth more than $10K for the organization
• Planned and organized special events, solicited corporate sponsorships, and set up matching gift
• Composed grant proposals and fundraising newsletters to raise capital for non-profit organizations
• Strategized with client development team to manage budget and synchronize volunteer efforts to boost funding initiatives
Maruti Suzuki India Limited Sep 2017 – Mar 2018
Role: Sales Trainee and Executive (Full Time)
• Spoke to existing and potential clients to analyze their needs as a trusted sales and service expert empowered to provide
tailor-made services solutions while meeting individual and group targets
• Recognized as the top performer among the team members for sale of Maruti Suzuki cars
• Handled ~70 calls a day, with a making-it-easy target of 110%, thereby exceeding the expectation by a huge margin
• Worked with other teams to coordinate sales and after-service requirements from client