Abhinav Chopra

Experience

• 

  Dell Technologies

  Jun 2008 - Dec 2010

  Senior Technical Support Associate

  Provide client support and technical issue resolution via E-Mail, phone and other electronic medium.Configuration of client's equipment to connect to the Internet via modem/DSL Router (Dialup/DSLcustomers only).Configure software to connect to Internet application servers.Provide training to clients in the use of system and applications as related to Internet.Obtain general understanding of OS and application operations related to company offered services.Identify and correct or advise, on operational issues in client computer systems. Show less

• 

  WCG Velos

  Jan 2011 - May 2013

  Software Engineer

  Manages requests for technical supportEscalates defects to QA for review, and enhancement requests for Product Management reviewResolves issues related to database issues or application code issuesEscalates technical issues that are verified as application bugsWorks with the customer until issues resolvedEscalates high priority or high impact items to the support Manager

• 

  Edifecs

  Jun 2013 - now

  Directed a team of product support specialists to deliver prompt and proficient resolutions to customer inquiries and technical challengesSpearheaded the implementation of new support procedures and training initiatives to boost operational productivity and elevate customer satisfaction scoresCoordinated with interdisciplinary teams to identify and rectify product quality concerns, leading to a notable 20% reduction in reported issues.Evaluated customer feedback and usage statistics to guide product enhancements and prioritize feature developments for upcoming release. Show less Manage end to end operations for Edifecs hosted or customer hosted application instances including deploying upgrades, making configuration changes, managing day to day submission operations, building custom tools and utilities, creating adhoc reports / queriesProvide technical support to enterprise clients related to technical and operational aspects of the productsPartner with Product Support Engineers and development teams as necessary to troubleshoot issues and implement resolutionsAnalyze application and database performance, identify bottlenecks and provide fix/ report to the development team for a fixProvide workarounds or temporary fixes to the client to avoid processing disruptionCreate and provide ad hoc reports based on need to support the client operationsProactive management of submission cycles, and reactive management of customer reported cases / issues.Plan and execute encounter submissions workflow including schedule management, batch management, file monitoring, and potential automation implementationDeliver a consistent, responsive and satisfying customer experience with each contactCollect all necessary problem details from customers to be able to effectively see the problem to resolutionSuccessfully reproduce customer issues in a controlled test environmentFollow standard operational procedures for case managementContinuously improve troubleshooting skills, product expertise, and knowledge on related technical topicsUpdate knowledge base / create reusable documents, originating from patterns observed during customer issue troubleshooting Show less Coordinate and communicate with the client post-sale to develop an implementation plan for implementing and configuring a purchased Edifecs solution based upon a client’s individual needs. Collaborate with the Edifecs Implementation Architect / Technical Project Manager to formulate the architecture, implementation strategy/schedule and operational plan. Install, upgrade and configure Edifecs products at client site. Integrate Edifecs products with other software assets/processes at customer site. Coordinate with other Client Services, Product and Development team members to meet development and configuration milestones, being able to develop guidelines, programs, tasks, reports, etc. to meet the client’s requirements. Provide post- implementation support during the transition from implementation to maintenance. Provide software and client specific training, and develop training documentation based on present standards and client needs. Mentor and train internal teams upon Edifecs products and customer custom components Work with customer as a SME upon purchased Edifecs products and solutions Strong written and verbal presentation skills required. Must be comfortable interacting with client’s technical teams. Must be able to manage or participate in the testing and release cycle tasks for deployment of Edifecs products and services at client sites. Must be able to create detailed user and operational documentation to support the deployment of products and services at client sites. Must be comfortable delivering technical training at customer sites as part of the customer's software release and deployment cycle. Excellent communications, presentation and interpersonal skills. Show less Work with customer as a SME upon purchased Edifecs products and solutions Strong written and verbal presentation skills required. Must be comfortable interacting with client’s technical teams. Must be able to manage or participate in the testing and release cycle tasks for deployment of Edifecs products and services at client sites. Must be able to create detailed user and operational documentation to support the deployment of products and services at client sites. Must be comfortable delivering technical training at customer sites as part of the customer's software release and deployment cycle. Collaborate with the Edifecs Implementation Architect / Technical Project Manager to formulate the architecture, implementation strategy/schedule and operational plan. Install, upgrade and configure Edifecs products at client site. Integrate Edifecs products with other software assets/processes at customer site. Coordinate with other Client Services, Product and Development team members to meet development and configuration milestones, being able to develop guidelines, programs, tasks, reports, etc. to meet the client’s requirements. Show less

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    Apr 2019 - Apr 2022

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    Aug 2016 - Apr 2019

  • AssociateProduct Specialist

    Jun 2013 - Aug 2016