Makrand Konkar

Experience

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  JDM IT SOLUTIONS

  Jan 2018 - Apr 2018

  Software Development Intern

  During my internship here I created two web applications and one e-commerce website and the database for the e-commerce website. My role also included checking for the web applications for bugs and errors and fix them. I also had to create proper paperwork for the e-commerce website so that it would be easier for new employees to update and make changes to the website.

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  Sitel

  Jun 2019 - May 2020

  Customer Service Representative

  June 2019 to September 2019 - SiriusXM Campaign- In this campaign, my main role was to retain customers by selling them the product at a discounted price for a limited period. Selling radios to customers. - Transfer radio services from one radio to another. - Making general updates to a customer's account.September 2019 to Present - SharkNinja Campaign- In this campaign, my main role is to assist customers with their complaints and questions regarding their products.- Carrying out appropriate warranty procedures if the troubleshooting fails. Show less

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  Innovatia

  Apr 2020 - Oct 2020

  T3 Technical Support Engineer

  ⦁ Provide top quality technical support which includes troubleshooting of complex issues, identifying and recommending solutions to bugs & releases, including associated applications.⦁ Work remotely with end-users and field technicians, diagnose and recommend solutions leading to resolution of issues in VoIP environments, gateways, configurations and many more.⦁ Collect system and event log information, TCP/IP (IP Networking), traces collection such as Pcaps & List traces with debugs filter and eliminate issues raised.⦁ Work on Linux Operating Systems; Windows 2003/2008 server, and telephony technologies (ISDN, SIP, H.323, etc.)⦁ Administer add, move, and change requests, as well as new data or phone line installations as required and to design, implement and maintain voice networks as well as to diagnose and resolve complex voice problems.⦁ Reproduction of customer environments on lab equipment, collecting and analyzing packet trace information. Show less

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  Xerox

  Dec 2020 - Oct 2022

  Technical Support Specialist

  ⦁ Solve customer hardware, software, and networking problems at first contact using multiple Xerox systems and software tools. ⦁ Resolve incoming customer escalations through effective negotiation and escalate urgent issues to appropriate team as necessary.⦁ Act as an incident escalation point within in an ITIL Service Desk environment for the 1st Line Engineers.⦁ Co-operation to promote the development of the service desk team and the success of the company as a whole.⦁ Develop operational run books and knowledge base information ⦁ Manage, update and close tickets in the call queue. ⦁ Work as part of a team to implement/design new solutions.⦁ Ticket logging, escalating and regular feedback to the Service Desk Manager and Service Delivery Manager⦁ Contribute to knowledge systems to enhance solutions provided to customers.⦁ Ticket logging, escalating and regular feedback to the Service Desk Manager and Service Delivery Manager Show less

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  Connex Telecommunications Inc.

  Oct 2022 - Feb 2025

  UC NOC and Voice Analyst

  ⦁ Monitoring the capacity of computer systems and their performance as well as performing regular network hardware and software checks responding to network alerts and alarms.⦁ Administering and Resolving daily Move, Add, Change and Delete requests for large scale user profiles in CM, SMGR and other technologies. Setting up voicemail for 1000 users of different business clients with various on prem and cloud voip infrastructure.⦁ Provide strong technical support while ensuring that NOC processes and procedures are followed.⦁ Experienced in managing, configuring, and troubleshooting VoIP infrastructure⦁ Monitoring, Diagnosing, and troubleshooting network errors by tracking and documenting network issues and gathering incident reports with tickets.⦁ Provide Level-2/3 support and troubleshooting to resolve issues.⦁ Conduct continual network audits & evaluation, asses for improvement of current network infrastructure for clients (latency reduction, performance optimization, and designing health monitoring checks).⦁ Coordinating with ISP vendors on open tickets, getting RCA and optimising as well as improving the current infrastructure with the best Industrial Approach & Technique.⦁ Participate, support & Coordinate planned maintenance activities, unplanned service outages, and Recommend and integrate new Telecommunication Voice, Video and Unified Communications technologies⦁ To perform network maintenance and system upgrades including service packs, patches, hot fixes, and security configurations as requested.⦁ Work closely with other IT and Facilities team members, project management teams, clients, architects, engineers, subcontractors, vendors, material suppliers, and other technical resources to analyze business and technical requirements to develop, evaluate & Deliver best solutions Show less