Shivam Mishra

Application Technical Support L1/L2 – (Onsite) - Aditi Tracking Support Pvt. Ltd.

(2025-05)

Provided L1/L2 technical support for enterprise-level web and mobile applications (Fleet Management System), ensuring timely incident resolution and high client satisfaction.
Acted as the primary point of contact for end users, resolving issues related to application functionality, performance, system integration, and data discrepancies.
Coordinated with operations team, vendors, and development teams for issue resolution.
Performed Root Cause Analysis (RCA) and coordinated with development teams for bug fixes, enhancements, and system updates.
Executed SQL queries for data analysis, validation, and troubleshooting.
Conducted manual testing for web and mobile applications during User Acceptance Testing (UAT).
Assisted in training business users on UAT processes, tools, and testing techniques to ensure effective participation.
Performed API testing using Postman to validate request/response, data accuracy, and integration flows.
Conducted gap analysis to identify process inefficiencies and recommended improvements for system workflows.
Utilized ticketing tools (ODOO) to log, track, prioritize, and resolve incidents within SLA targets.
Supported deployment and configuration of applications in client environments, ensuring proper integration and system functionality.

IT Technical Support L1 (Onsite) - ITI Credit Ltd. (Formerly Fortune Credit Capital Ltd.)

(2024-05 - 2025-04)

Provided L1 application support for NBFC web and mobile applications (LOS/LMS).
Monitored and resolved loan processing, disbursement, and repayment issues.
Supported customer e-signing workflows, application performance issues, and data discrepancies.
Coordinated with development teams to analyze, troubleshoot, and resolve UAT and production issues.
Handled incident management, service requests, and defect tracking using tools like Jira.
Performed Root Cause Analysis (RCA) to identify recurring issues and improve system stability.
Conducted manual testing during UAT and post-production validation.
Assisted business teams in requirement validation and functional sign-off before production releases.
Conducted gap analysis to identify process inefficiencies and recommended improvements for system workflows.
Installed, configured, and tested applications for branch-level deployments.
Worked on SQL queries for data validation and issue analysis.
Served as the primary point of contact for end users, ensuring timely issue resolution.
Performed API testing using Postman to validate request/response, data accuracy, and integration flows.
Assisted in training business users on UAT processes, tools, and testing techniques to ensure effective participation.
Ensured SLA adherence and system availability.

Junior Software Developer (Onsite) - Yew Technologies

(2023-06 - 2024-01)

Developed and enhanced web application features using Angular, ASP.NET Web API, C#, and MS SQL Server.
Designed and consumed RESTful APIs and implemented CRUD operations via stored procedures.
Fixed bugs, optimized code, and implemented new functionalities based on client requirements.
Participated in manual testing during UAT and post-production validation.
Collaborated with cross-functional teams to ensure timely and quality deliverables.

Web Development Trainee (Onsite) - Vigo Infotech Pvt. Ltd.

(2023-01 - 2023-04)

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