Rakesh Thakur

Experience

• 

  Accenture

  Oct 2006 - Nov 2010

  Business Process Analyst

  * Primary responsibilities are filing motor vehicle accident claims on behalf of customers coming from calls, web or chat with end customers or partners.* Managing the claims lifecycle and helping customers with repairs, courtesy vehicles, inspection through Engineers until it closed and partied paid out.* Support BESPOKE Claims for larger engineering companies.

• 

  Cisco

  Aug 2012 - Jan 2017

  * Support customers to resolve end to end issues on Cisco Spark Services, CMR cloud and hybrid infrastructure. Hands-on with VCS, MCU for Immersive room videos.* Support phone/ HW set up and management for the customers or partners who are using Spark services for calling, response groups, auto-attendant or contact centre solutions.* Lab recreation of customer end issues, solution, filing bugs and connecting with SSE or product engineering.* Set up new accounts, deploy services and connect with customer IT or partner to provide end to end support vis account or tech-related issues. Show less * Primary responsibilities are advanced troubleshooting of tech problems of the Cisco Collab solutions.* Managing a complete lifecycle of cases/tickets with ownership for TS ( including setting up a test session, communicating updates, workaround and resolutions to customers until the issue is resolved.* Troubleshooting integrated API, SSO, Telephony, Unified Comm, VoIP, Jabber, Immersive video presence. * Troubleshooting network issues that prevent access to Cisco cloud-based services & also identify server related issues.* Interacts across cross-functionality and dev teams at peer level. Show less

  • Cloud Collaboration TAC

    Jan 2015 - Jan 2017

  • Information Technology Specialist

    Aug 2012 - Jan 2015
• 

  Unilever

  Jan 2017 - now

  Telephony, Video, Live streaming & UC * Primary responsibility to manage and work with solution providers with Unilever's global voice/telephony/UC & its advanced configuration estate spread across the world.* This consists of Cisco IPT, several different PBXs, factory voice devices & meeting room solutions.

  • Assistant Manager

    Sept 2019 - now

  • Technical Product Specialist

    Jan 2017 - Sept 2019