Pravin Kumar

Experience

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  Rox Trading & Systems Pvt Ltd

  Apr 2005 - Dec 2005

  Technical Support Executive

  Worked as Technical Support Executive Rox trading is an Authorized IBM & XEROX Sales and service provider.Roles________________________________________• System Installation –both Hardware & Software.• Providing maintenance support for PCs.(ASC,AMC)• Upgrading system configuration for clients

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  Sutherland Global Service

  Dec 2005 - May 2007

  Technical Support Executive

  Worked as Sr. Technical Support ExecutiveFor Hewlett-Packard - UK, Ireland [EMEA]Roles________________________________________• Providing technical support for UK customers in fixing issues related to desktop PCs. • Coordinating with different departments in resolving customers’ issues.• Training new teams on floor on technical & call handling skills.• Handling escalation calls.• Coordinating with L2s helpdesk for resolutions.• Having conference calls with clients on process based updates & improvements.• Providing System Installation –both Hardware & Software. Show less

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  HCL Technologies ISD

  May 2007 - Nov 2009

  Sr.Analyst Data Center Operations

  Roles________________________________________• Key member in monitoring Unix & Windows servers• Key member in handling Remote IT Service Desk for US region End Users• In charge of Coordinating with various Resolver Groups/Vendors• Responsible for the Issues that are Unresolved, assigning them to the location IT Managers, Updating End users on the Status• Key Player in Coordinating with Incident & Change Management teams to provide a sustained support to achieve high degrees of Customer satisfaction• Responsible for generating Reports on the Preset Parameters on a daily basis. • Having conference calls with Service Desk Manager on process based updates & improvements• Excellent interpersonal skills, with the ability to build relationships in a team.• Proven organizational capabilities, able to work in high pressure and demanding environments and consistently achieve targets and deliver high quality outcomes. Show less

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  Free Lancer

  Jan 2010 - Feb 2010

  Jobless

  Jobless !

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  REMS Technologies

  Mar 2010 - Apr 2011

  Manager - IT Services

  IT Service - Managing software development, Website & web related Application, Taking care of all IT service related business needs for clients, Managing Corporate consultancy. In the brand of REMS Technologies Pvt Ltd * Brand development, web site traffic growth, web site UI and advertising revenue. Developed brand strategy and statistics systems. * Strategic Consulting, including business plan & sales strategy development. * Advising new businesses on formation of corporations and business structures, drafting privacy policies and structuring commercial transactions. * Generated new development deals for a real estate development company that focuses on multi-family residential projects, including real-estate market analysis. * Comprehensive database management and migration from SQL to Oracle. Show less

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  Support Desk

  Nov 2010 - Oct 2015

  Founder

  Support desk is formerly known as I Web Technologies located in Chennai, Tamil Nadu in south India we started with a vision to grow as global remote support and consulting powerhouse. We began our operations in 2007 venturing our skills in web designing and hosting industry and slowly took a step in exploring other technologies to help to solve our clients online business solutions with all these years of immense learning we have grown to a standard to understand the client needs and to deliver what is expected with quality. Due to excellent relationships with our clients, we gained their trust and earned many projects, during discussions we understood that our client needs help in building their IT infrastructure stronger and secure along with that they also looking for a single point of contact who can manage their end to end IT business needs to solve their day to day problems. So we started exploring and building our skills in the Managed service industry, with just a few people who are skilled in various techniques so we started a virtual office setup and running our current business. But our vision is to have offices in Bangalore with hundreds of people working remotely solving our client's problem and managing their infrastructure. We achieved and established because of how successfully we integrate with our clients. A regular complaint from our clients about consultants that they can be disruptive and employees fear outside consultants stepping in can destroy the current workflow. Our clients face no such issues because we own your problem and treat our customers asking. We help provide solutions and redefine processes to achieve our client goal to meet their metrics. Support Desk continues to grow ever day thanks to the confidence our clients have in us. We cover many industries such as financial, energy, business services, consumer products, automation, AI, robotics, web development and more to add in the near future. Show less

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  Concentrix

  Sept 2012 - May 2015

  Mentoring Enterprise Technical support for Symantec Enterprise CustomersBackup Exec 11d/12.5/2010/2012/2014 – BE 15• Handling a team of 15 members driving them to achieve their KPI• Helping in guiding and troubleshooting to fix the customer issues.• Validating and escalating the case to next level.• Managing the team STAT and driving them to meet the SLA• Managing the resource in order to meet the daily requirements.• Providing reports to management about the team performance.• Conducting meeting in regular basis to help them to achieve the targets.• To make sure that team does 100 % Quality in delivering the work.• Provide feedback for agents to improve their skills.• Conducting training to up skills team members with product.• Joining conference with Back Line research team to get updated on new know error Show less Working as Technical Support engineer – Tier 4 EngineerEnvironment – Backup Enterprise Technical support for Symantec Enterprise CustomersBackup Exec 11d/12.5/2010/2012Handling service request ticket from enterprise business customers.Call back US, UK, APAC Region customers in assisting with their technical difficulties In backing up Windows Server’s Helping in configuring tape, SAN,NAS,RTL,VTL with Backup exec ApplicationHelping in Backing up and Restore with Disaster Recovery mode.Designing the Backup chart based on the company environment.Remote Backup configuration.Alerts and setting up backup exec Software.Routing the server load for backing up ( CASO & MMS )Migration / upgrade of backup exec environment.Providing solutions for advance level backup of Active Directory Restore.Reporting the stat for a group of employees to team leaderArea of expert within Backup environmentsOperating System Backup -Windows / LinuxStorage – De duplication, NAS, SAN RTL, VTL, NDMP – Net appApplication Backup – VM, SQL, Exchange, Domino, Share point, Enterprise Vault, DLO, Oracle, DB2.Technologies – GRT – Granular recovery technologySDR – Simplified Disaster Recovery Show less

  • Mentor International Operations

    Feb 2014 - May 2015

  • Support Splecialist Backup Exec - T4

    Sept 2012 - Feb 2014
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  Sutherland

  May 2015 - Jun 2021

  • Managing a team of 22 members who are responsible to deliver technical support L1/L2 for an Enterprise Backup software covering APJ/EMEA region.• Manage operations with key focus on meeting and exceeding our KPI Metrics to attain profitability.• Identify opportunities to enhance the existing business & deliver quality results.• Facilitating process improvement initiatives and ensuring maximum efficiency in various operations• Designing strategic and operational planning decisions • Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level• Developing business objectives reports of survey, Business Continuity Planning (BCP)• Employee engagement initiative, strategic planning for talent sourcing and retention.• Coaching the team to improve the service quality to attain 100% and sustain.• Manage resource availability to run the business without risk.• Conduct team meeting in regular recurrence to share the team performance and to bridge the gaps.• Conduct one on one to share their performance and provide help for them meet the goal. Show less Working as Technical Lead for Veritas Backup Exec Global SupportEnvironment – Backup/StorageEnterprise Technical support for Veritas Enterprise CustomersProduct Skill - Backup Exec 11d/12.5/2010/2012/2014/BE15/BE16Role - Assisting internal Advance & First level engineer with their technical difficulties In assisting our customers. Key Responsible -------------------------# Managing Veritas customer escalations.# Performing Testing customer issues in our labs# Coaching team members with product skills# Training new hire batch with product and process# Drive team to achieve high quality closure within the set SLA# Help team to achieve their metrics.# Drive 100% Quality in every case.# Responsible for entire EMEA region customers to satisfy with our solution.# Providing Reports for Team data and statistics # Provide feedback and coach on technical failures # Organize team activity to run team without any resource conflictArea of expert within Backup environmentsOperating System Backup -Windows / LinuxStorage – De duplication, NAS, SAN, RTL, VTL, NDMP – Net appApplication Backup – VM/Hyper-V, SQL, Exchange, Domino, Share point, Enterprise Vault, DLO, Oracle, DB2.Technologies – GRT – Granular recovery technologySDR – Simplified Disaster Recovery Show less Working as Advance Engineer – Backup ExecEnvironment – Backup & StorageEnterprise Technical support for Symantec Enterprise ClientsSkilled with Backup Exec 11d / 12.5 / 2010 / 2012 / 2014 / 15 / Veritas BE 16Handling second level support team for enterprise business clients.Supporting clients across all the regions in assisting with their technical difficulties In backing up Windows Server’s.Helping in advance configuration of tape, SAN,NAS,RTL,VTL with Backup exec ApplicationHelping in Backing up and Restore with Disaster Recovery mode.Designing the Backup chart based on the company environment.Remote Backup configuration.Alerts and setting up backup exec Software.Routing the server load for backing up ( CASO & MMS )Migration / upgrade of backup exec environment.Providing solutions for advance level backup of Active Directory Restore.Reporting the stat for a group of employees to team leaderArea of expert within Backup environmentsOperating System Backup -Windows / LinuxStorage – De duplication, NAS, SAN RTL, VTL, NDMP – Net appApplication Backup – VM, SQL, Exchange, Domino, Share point, Enterprise Vault, DLO, Oracle, DB2.Technologies – GRT – Granular recovery technologySDR – Simplified Disaster Recovery Show less

  • Team Manager

    Sept 2017 - Jun 2021

  • Technical Lead

    May 2015 - Aug 2017

  • Senior Technical Engineer

    May 2015 - Oct 2015
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  OpenText

  Jun 2021 - now

  Global Technical Support Manager

  Global Technical Support Manager at OpenTextAs the Global Technical Support Manager at OpenText, I lead a dedicated team of 14 support specialists, delivering world-class customer experiences for the SAP Vendor Invoice Management product. My role encompasses a variety of responsibilities and skills, including:Leadership: Demonstrating the ability to lead teams effectively, ensuring high performance and morale.Mentoring and Coaching: Guiding and developing team members to reach their full potential.Operational Efficiency: Streamlining operations to enhance efficiency and improve customer service.Cross-Functional Collaboration: Collaborating with various departments to ensure timely resolution of customer tickets.Analytical Skills: Analyzing data to make informed, data-driven decisions that enhance support processes.Strategic Planning: Developing long-term goals and strategic plans to drive continuous improvement.Adaptability: Adjusting to new situations and changes in the work environment to maintain high service levels.Performance Management: Assessing and improving employee performance to foster a culture of excellence.Team Building: Creating and maintaining effective and cohesive teams to support a collaborative work environment.My role is pivotal in ensuring that our customers receive unparalleled support and that our team operates at the highest level of efficiency and effectiveness to deliver the best customer experience. Show less