Shina Mathew

Cloud Infrastructure company specializing in Microsoft cloud computing services. We provide cutting-edge solutions that leverage the power of Microsoft Azure, Office 365, and other Microsoft cloud platforms to help businesses transform their IT infrastructure. With our expertise in cloud architecture, migration, and management, we enable organizations to enhance their operational efficiency, scalability, and security. Partnering with us ensures seamless integration, robust data storage, and optimal performance, allowing businesses to focus on their core operations while harnessing the full potential of the Microsoft cloud ecosystem.

Provide day-to-day administrative support to the team and management remotely. Manage calendars, schedule meetings, and coordinate appointments using tools like Google Calendar, Microsoft Teams, or Zoom. Prepare, edit, and maintain documents, reports, and presentations with Microsoft Office, Google Workspace, or Canva. Respond to emails, phone calls, and other communications professionally using platforms like Outlook, Slack, or Freshdesk. Maintain organized electronic filing systems (e.g., Google Drive, SharePoint, Dropbox) and ensure records are accurate and up-to-date. Work on the company website’s back-end (e.g., via WordPress, Wix, or custom CMS) to update information and maintain compliance-related content. Assist with onboarding and training of new employees as needed. Monitor and ensure compliance with healthcare laws, regulations, and internal policies. Maintain and update compliance documentation, policies, and procedures. Assist in conducting internal audits and preparing reports on compliance activities. Ensure that all client information stored in the company’s database (e.g., MySQL, Airtable, Salesforce) is accurate, secure, and compliant with healthcare data privacy and protection standards. Work directly on the company’s website and database to verify that client-facing information and internal records meet compliance requirements. Support in training staff on compliance standards and best practices. Report potential risks or compliance issues to the appropriate authority. Stay informed about changes in healthcare regulations and recommend updates to company practices.

Responding to Customer Inquiries: Address customer questions and concerns through various channels such as email, phone, and live chat. Troubleshooting Issues: Diagnose and resolve technical or product-related problems faced by customers. Providing Product Information: Offer detailed explanations about the company's products or services to help customers understand features and usage. Escalating Complex Cases: Identify issues that need advanced technical or managerial assistance and escalate them to the appropriate department. Maintaining Customer Records: Document and update customer interactions and issues in the company’s CRM system for future reference. Delivering Feedback to Teams: Share insights from customer interactions with the product or service team to help improve offerings. Assisting with Billing or Account Issues: Help customers resolve payment discrepancies, account issues, or subscription inquiries. Providing Follow-up Support: Ensure that resolved issues remain satisfactory by following up with customers after their initial inquiries have been addressed.

• Apply laid down reception procedures drawn up by management • Collaborate with Customer Relationship Officer to manage workshop bookings/jobs on • the basis of available hour’s data provided by the workshop • Open job cards and ensure invoice is correct as per the jobs performed • Make sure cash and credit customer procedures are followed • Create an atmosphere of trust by providing personalized service. Address customers by • name and listen carefully to what they say (exhibit good communication skills) • Reformulate customer requests and draw up a work order. • Explain the nature of work and checks to be done, and provide estimated price and • lead-time commitments. • Sign the work orders and also have the customers sign it. Provide customer with a copy. • Maintain contact with the workshop for real-time progress reports. In case of additional • (unforeseen) jobs, contact customers by approved method of communication to inform • the customer in writing (via email) of a change in delivery time • Liaise with Customer Relations Officer to develop sales of parts and accessories.

Skills: Microsoft SQL Server · System Administration · Technical Support · Networking · Troubleshooting · Customer Relationship Management (CRM) · Network Security · Information Technology · Network Engineering · Customer Service · Computer Hardware · Servers

Skills: Microsoft SQL Server · System Administration · Technical Support · Networking · Customer Relationship Management (CRM) · Network Security · Information Technology · Customer Service · Computer Hardware · Servers

Skills: Microsoft SQL Server · System Administration · Technical Support · Networking · Troubleshooting · Customer Relationship Management (CRM) · Network Security · Information Technology · Customer Service · Computer Hardware · Servers

A top-performing Technology Leader with over 4 years of experience, and a remarkable growth within the Telecommunications and Manufacturing sectors of the economy. I have an in-depth knowledge of working with multiple stakeholders across geographic diversity, with a vast background in IT Service Delivery and Infrastructure Management, Enterprise Technology Support, Business Partnering and IT audit, controls, assurance and security, Process Automation, Digital Transformation, and Lean Management to enhance operational excellence and increase business profitability.