Shivam Dhiman

About Shivam Dhiman

As a seasoned technical support professional with over 9 years in the IT industry, I excel in enhancing customer satisfaction and driving improvements through my expertise in technical advisory, analytics, and enterprise-wide SaaS operations. Currently, I leverage my skills in a dynamic environment, leading teams and managing projects effectively to deliver high-quality solutions and support.My core competencies include:Technical Advisory and Support: Adept at resolving customer queries and issues with a focus on maintaining high satisfaction levels.Analytical Skills: Expert in analyzing support volume data to identify trends and drive process improvements.Technical Expertise: Proficient in analytics,PowerBi, NLP bots, Machine Learning, RAG Application, Microsoft Flows, Python for data science,VBA, Excel, and various SaaS technologies, Office 365, Single-Sign-On, Active Directories, and multiple operating systems including Mac, Windows, and Chrome OS.Project Management: Experienced in end-to-end planning, designing, development, testing, and deployment phases, with a deep understanding of SaaS back-end operations and integrations.Team Leadership and Development: Involved in technical recruitment, training, and mentoring, as well as fostering team growth and technological advancements.My commitment to continuous improvement and technological evolution drives me to actively engage in organizational development, from planning and deployment to troubleshooting and team-building.

Experience

1. Senior Technical Support Engineer

   Adobe

   Feb 2023 — Present · Noida, IN

   Experienced Enterprise Support Engineer specializing in Adobe Creative Cloud applications such as Photoshop, Adobe Firefly, Adobe Acrobat, Adobe Illustrator, and Adobe Premiere Pro. Proficient in providing L1 and L2 support, managing critical escalations, and conducting refresher sessions on product updates. Skilled in data analysis, visualization, and optimization of support processes as a Cloud Support Engineer and Product Support Engineer. Effective in facilitating onboarding, leading training sessions, and driving process improvement initiatives. Collaborative team player with a focus on delivering exceptional customer service and enhancing user satisfaction.

Education

• Delhi University

  Bachelor's degree, Art/Art Studies, General