Vivek Gour

Experience

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  Oracle

  Sept 2017 - Jun 2020

  Technical Support Associate

   Proficient in handling various modules of the Human Capital Management (HCM)application, including Core HR, Absence Management, Compensation, and PerformanceManagement. Regularly engaged with business clients to assess needs and identify solutions tailored tospecific problem areas. Coordinated with the business end-user and application support teams for effectivedebugging and root cause analysis, ensuring swift issue resolution. Actively responded to unplanned business outage critical issues, implementing temporaryworkarounds to prevent a complete halt to business operations. Collaborated extensively with Database Management (DBA) Teams and Global ProductSupport Teams to investigate and resolve complex issues, incorporating data fixes andpatches within SLA and limited time frames. Maintained optimal response times to support business continuity and minimize operationaldisruptions. Conducted thorough sanity checks, post-refresh checks, and health checks to ensure thestability and performance of the HCM application. Spearheaded the resolution of diverse HCM cases, covering the employee lifecycle fromrecruitment to retirement, showcasing proficiency in modules such as Core HR, AbsenceManagement, Compensation, and Performance Management Show less

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  PowerSchool India Pvt Ltd

  Jul 2020 - Aug 2024

  Technical Support Engineer

   Collaborated with Product, QA, and Development teams in bi-weekly triage calls, prioritizingadvanced tickets beyond Support scope. Analyzed issues, identifying troubleshooting methods for swift remediation. Managed end-to-end Human Capital Management (HCM) cases, overseeing hire-to-retireprocesses for new onboarding. Ensured timely resolution with meticulous attention to detailand efficiency in handling diverse HCM scenarios. Handled technical support cases through live chats and calls, demonstrating processunderstanding and effective query resolution. Implemented changes to customer websites regularly. Proficient in managing customer escalations with a proactive approach, committed toresolving concerns and fostering positive relationships. Consistently achieved high Customer Satisfaction (CSAT) scores through personalizedservice, dedicated to maintaining a positive customer experience and exceeding expectations. Conducted data import/export for integration, performing independent analysis research forissue resolution. Collaborated with cross-functional teams to streamline and enhance customer-facingprocesses, contributing to a more efficient workflow and improved overall customersatisfaction. Show less

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  Workday

  Aug 2024 - now

  Application Specialist