Tejas Shah

Results-driven Application Support & Implementation Engineer with 6+ years of experience in L1/L2 production support, enterprise SaaS application management, IIS & SQL Server administration, and UAT/Production deployments. Proven track record in incident management, root cause analysis (RCA), post-go-live stabilization, and cross-functional client coordination. Adept at automating deployments using Jenkins and PowerShell, ensuring high system availability, and driving SLA compliance in fast-paced environments.

Application Support & Implementation Engineer at Scorg Technologies Pvt Ltd (2024-03 – Present)

• Provided L1/L2 production support for multi-tenant SaaS applications, ensuring high availability and rapid incident resolution within SLA targets.
• Delivered post-implementation and post-go-live support including system stabilization, end-user support, and knowledge transfer sessions.
• Performed incident triage, root cause analysis (RCA), and bug resolution for production and UAT environments.
• Managed change requests, environment-specific configuration updates, and release-related customizations.
• Deployed patches, hotfixes, and application releases in UAT and Production environments, minimizing downtime and business disruption.
• Configured and maintained IIS 10 web servers including SSL certificates, site bindings, application pools, and performance tuning.
• Automated build and deployment pipelines using Jenkins and PowerShell, reducing manual effort and deployment errors.
• Executed SQL queries and scripts for data validation, issue troubleshooting, and application configuration updates.
• Diagnosed and resolved IIS errors including 500.19 Internal Server Error, 503 Service Unavailable, and application pool crashes.
• Coordinated with cross-functional teams and clients for requirement clarification, issue tracking, and end-to-end resolution.
• Conducted daily sync-up meetings with junior support engineers to monitor ticket queues and ensure SLA compliance.

Support & Implementation Engineer at Pace Softronix Pvt Ltd (2019-01 – 2024-01)

• Led end-to-end application implementation activities including installation, configuration, and deployment per client specifications.
• Prepared comprehensive implementation and support documentation; coordinated with management to ensure on-time delivery.
• Trained client technical staff on application usage, issue handling procedures, and operational best practices.
• Investigated and resolved application defects by analyzing server logs, SQL queries, and user-reported inputs.
• Developed and executed test cases, test plans, and test scripts for UAT validation and application quality assurance.
• Installed, configured, and maintained Microsoft SQL Server versions 2005, 2008, 2008 R2, and 2012.
• Introduced regular team sync meetings, improving team collaboration and accelerating issue resolution turnaround times.
• Collaborated with sales, marketing, and technical teams to gather and address customer requirements effectively.
• Streamlined software configuration workflows, improving deployment efficiency and consistency across environments.

Customer Support Executive at BrioSoft (2018-01 – 2019-01)

• Provided technical support to clients through remote desktop tools and on-site visits, ensuring timely resolution of issues.
• Responded to customer inquiries via phone, email, and chat with a focus on first-call resolution and client satisfaction.
• Conducted end-user training sessions and product demonstrations for industrial ERP software solutions.
• Coordinated with development teams and management to resolve customer-reported issues efficiently.
• Assisted in software testing activities including test scenario creation and execution.

Diploma in Information Technology – Sigma University (2018)