Sarvotam Singh

Experience

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  IBM Global Process Services

  Aug 2011 - Dec 2012

  Senior Technical Support Executive

  -To provide assistance and technical support on a daily basis on the IT helpdesk. Answering calls to the end-users, logging them within the helpdesk ticket tracking system and ensuring that requests for assistance are responded to in a timely manner.-Maintaining various reports as defined in IT Help Desk procedures.-Provide resolution with the current issue faced by customers and register them with annual support agreement with company

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  Dell international services

  Jan 2013 - May 2014

  Client technical support

  -Troubleshooting for software related issues and all Dell branded hardware (Desktop, Laptops and printers)-Communicate with the dell clients on technical issues and providing them with a timely resolution -Ensuring high customer satisfaction levels according to Dell standards resulting in a better NPS score.-Contributed towards revenue generation by suggesting Dell clients with new solutions post resolution.-Helping the new hires in team to learn the process and resolving complex issues.-Providing remote access support to Dell clients using Dell tools when resolving complex issues.-Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.-Responds to customer’s complex technical problems/issues related to hardware, software and networking via phone and email.-Follow up with different vendors to reach a resolution in case client using a third party software.-- Used to solve trouble tickets for Dell customers having any issues with their Dell Laptops and Desktops. -- Issues could be Hardware, software, network.-- I used to provide best effort support till all the resources are exhausted keeping in view the SLA-- Help Clients to install Windows, Softwares, Drivers, Firmware Updates, etc.-- Escalate the issues to appropriate department when needed. Show less

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  Verikraft solutions Pvt Ltd

  Jun 2014 - Jun 2015

  Engineer- Technical support

  --Providing network support to Dedicated VoIP enterprise customers of AvayaLive Connect service--Using Putty, Cygwin Linux terminals and WireShark Packet analyzing tool for network management and detecting errors.--To provide a professional Level-1/Level-2 technical support for the customers and third party vendors e.g. AT&T, Verizon, Vitelity and other Vendors as appropriat--Troubleshooting on Amazon Cloud Servers,VoIP Networks,QoS Settings in Routers,SIP ALG,etc--Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs--Editing Shell/Bash Scripts according to requirement using Vi editor--Performing Load tests on servers to check their sanity--Testing of Bugs fixed in the user application by the development team--Diagnose fault-related incidents by effectively utilising troubleshooting software and other network/product utility programs.--To ensure incidents are allocated to the most appropriate ‘next step’ as part of the incident flow process--Responsible for managing a relationship with customers including thoroughly documenting case work, driving the quickest resolution possible to the customers issues.--To perform technical escalations in line with company procedure.--To monitor systems, customer networks and products, and deal with alerts and events as appropriate.--Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues and maintaining SLA--Collaborates with Tech Leads and escalation resources when appropriate.--Document all troubleshooting and incident management actions via the electronic incident management system like JIRA, Confluence, Seibel,etc.--Handling scheduled network interventions and making network changes as per the customer needs. Show less

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  Innovatia

  Jul 2015 - Aug 2016

  Technical Support Engineer, Avaya Backbone Engineer (Tier 3)

  • Working as a Backbone support engineer for Avaya on IP Office product line. Integral part of the Global Support Services (GSS) supporting business units worldwide. Day to day interaction with Fortune 500 customers around the Globe which gives exposure to the Global customers.• Working knowledge in various telecom products like Cisco PGW2200, PSTN gateways, SPA 8800 analog gateways etc.• Good working knowledge of VoIP protocols like SIP, and Signaling protocols like SS7, ISUP etc.• Good Knowledge in Manual Lab set-up and networking, which includes set-up of different test beds, Cisco Routers, Cisco Switches, IP Phones etc.•Responsible for providing technical support, both remotely and on call, for field technicians as well as end users on Avaya Products i.e. Communication Manager (5.x, 6.x) and Gateways (G350,G450 ,G650,G700)•Identifying and verifying issue reported in the ticket and Providing technical resolutions to Avaya`s enterprise customers remotely for Avaya Communication Manager. •Documenting call notes and resolutions; pre-sales technical support; and VoIP network troubleshooting. •Educating users, support personnel, and management as to the best practices of Avaya Communication manager.•Creating new Knowledge Base articles for how to resolve and troubleshoot an issue•Highly proficient hands-on technical ability, organizational and troubleshooting skills with hardware and software including Avaya Communication Manager.• Remote installation, up-gradation and administration of the IP500, IP500v2 and Server edition of IP office.• Resolving issues related to phones, control units, cards like digital, analog and combo cards.• Providing support for installing and troubleshoot issues for One X mobile client, One x Agent and One x preferred. • Troubleshooting all end user related issues, ex: phone issues, user issues, license issues.• Collecting and monitoring logs and traces for IP Office, voicemail and one x. Show less

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  Basware

  Sept 2016 - Feb 2023

  -Successfully managed 60 accounts in the Commercial segment ($50k - $200k) and 21 accounts in the Large Enterprise segment ($200k - $500k), driving transformation, engagement, and expense.-Conducted Executive Business Reviews to assess current configurations and recommend best practices to improve adoption.-Created Customer Success Plans to engage decision-makers on a strategic level, such as future projects in invoice automation, purchase-to-pay, etc., to rightly place the discovery meetings.-Project-managed Transformation Projects, Deployment Projects, product enhancement, Adoption, etc.-Facilitated smooth onboarding, establishing clear retention goals and process milestones for customers, promoting the value of the product and brand image through enhanced customer experience and an early ROI for customers.• Delivered quarterly Business reviews, product updates, and check-in meetings to reinforce the product value and identify expansion and experience opportunities.-Conducted training and mentorship programs to promote adoption and better utilization of features, enhancing the customer experience.-Work on strategic customer and partner relationships beyond the current support contract owners to ensure long-lasting relationships. -Working on accounts to ensure the ARR and MRR are met as per the company Standards. (ATR > 1M – 3M delivered). Show less • Delivering and maintaining production environment platform for new tenants in SaaS.• Experience in developing Continuous Integration/Delivery pipelines.• Experience with automation/ integration tools like Jenkins.• Knowledge of major cloud service providers, like AWS, Rackspace etc.• Successfully completed AWS migration project assisting with process and approach development for customer migrations (from Rackspace platform to AWS)• Good understanding of Infrastructure as Code Cloud-Formation templates.• Automated the Applications deployment in Docker using Python and monitoring of these containers using Splunk• Involvement in monitoring enhancement in Splunk to support SaaS based products and services.• Providing Platform support and product support to cross functional team L1, L2 and L3 support• Working on JIRA to monitor Problem investigations and enhancement requests, Bug reports.• Focus on the operational aspects with ITIL including availability, dependability, performance, efficiency, change management, monitoring, emergency response capacity planning, IT Service Continuity Management, Service Platform Support, Event Management to improve the business process Show less

  • Customer Success Manager

    Dec 2017 - Feb 2023

  • Associate Lead Consultant

    Sept 2016 - Dec 2017
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  SearchUnify

  Jul 2023 - now

  • Principal Customer Success Manager

    Jun 2024 - now

  • Senior Customer Success Manager

    Jul 2023 - Jun 2024