Ankit Upadhyay

Experience

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  Meridian Healthcare Limited

  Aug 2006 - Aug 2008

  Care Assistant

  I have worked as care assistant for 2 years on part time basis, regularly on weekends. My responsibilities included to take care of residents with their separate needs and working in a team to carry out daily and weekly maintenance tasks. I have worked in different shifts (including overnight); individually and in team.

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  NHS Stepping Hill Hospital

  Jul 2008 - Sept 2008

  IT Contractor

  My role was to IMAGE new computers with NHS applications and replaces existing PCs. Another major part of role was to update and maintain computers in various departments with up-to-date versions of applications. I was part of a team that provided second line of technical support. I worked in the Team consisting of three people resonating great harmony and good team spirit.

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  Porsche Cars GB Ltd

  Aug 2010 - Aug 2011

  Group IT Intern

  My role within Group IT was quite broad, and was designed for maximum exposure to various interdepartmental operations and business awareness. Listed below are few examples:1) Technical support to Porsche employees (450) based at the head office and wider Porsche Retail Group network. Communication was provided over the phone, via emails and regular on-site visits.2) Given responsibility as Project Manager for developing a new reporting solution for a service desk support system. Using MS-SQL Reporting Services, I implemented over 20 reports customised to Porsche quality standards and are now used as a solution tool by the Group IT Manager. These reports are now used as a performance management tool for staff performance reviews.3) Given the opportunity to find improvements on the service desk support system. To make these improvements, I developed new processes to ensure the data supporting the reporting solution was accurate.4) Appointed Team member responsible for the "Hardware Replacement and Disposal Project". Show less

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  HP Autonomy

  Jul 2012 - May 2013

  Software Development Support Specialist

  My role within HP Autonomy is to provide specialist level technical support on proprietary Autonomy search products and information retrieval technologies. On daily basis, I cover wide range of products simultaneously in the family of Core IDOL, Connectors, Distributed modules and Interfaces and provide support to customers in EMEA and APJ markets. Strong emphasis on reproducing customer scenario, troubleshoot configuration and problem solving to satisfy customer requirements. Maintaining high standards of customer services via email, phone and online ticketing system. Work closely and harmoniously within IDOL technical support team and provide constructive feedback to developers on product functionality and performance. Advance knowledge of hardware and software solutions HP Autonomy and its partners such as Microsoft, Oracle, and IBM. Show less

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  Hewlett-Packard

  Jun 2013 - Oct 2015

  Software Support Technical Consultant

  My role within Big Data Platform group is to provide specialist level technical support on proprietary enterprise search technology IDOL (Intelligent Data Operating Layer). On daily basis, I cover wide range of products simultaneously in the family of Core IDOL, Connectors, Distributed modules and Interfaces. IDOL is integrated into various products of HP Software portfolio and therefore I am highly involved in providing support for those products interacting with relevant teams. I provide support to customers in EMEA, APAC and APJ regions. I put strong emphasis on reproducing customer scenarios, troubleshoot the complex architecture and configurations and problem solving to satisfy customer's functional requirements. I maintain high standards of customer experience via email, phone, dedicated ticketing portals and forums. I work closely with IDOL support team members, support teams from other product categories and R & D teams to ensure customer has functional search product in use delivering return on their investment. My role also involves working on highly escalated situations and become the one stop contact person for any technical issues. In the escalated situation, I liaise with Escalation Managers, Sales/Account Managers, Consultants, R & D and higher management to ensure issues are correctly defined and technically explained, action plans agreed with customer and closely following tests and results. I put high focus on clear and frequent communication at all levels, test data and agreeable matrices to ensure measurable resolutions of the technical issues which increases customer experience and build confidence in the products and support teams.I work very closely with Product Management and R & D teams to provide valuable customer insights into the product defects, functional use cases, performance analysis to improve the functionalities of the product. Show less

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  Hewlett Packard Enterprise

  Nov 2015 - Sept 2017

  My role within Big Data Platform group is to provide specialist level technical support on proprietary enterprise search technology IDOL (Intelligent Data Operating Layer) and Surveillance/Video Server. On daily basis, I cover wide range of products simultaneously in the family of Core IDOL, Connectors, Distributed modules and Interfaces. IDOL is integrated into various products of HPE Software portfolio and therefore I am highly involved in providing support for those products interacting with relevant teams. I provide support to customers in EMEA, APAC and APJ regions. I put strong emphasis on reproducing customer scenarios, troubleshoot the complex architecture and configurations and problem solving to satisfy customer's functional requirements. I maintain high standards of customer experience via email, phone, dedicated ticketing portals and forums. I work closely with IDOL support team members, support teams from other product categories and R & D teams to ensure customer has functional search product in use delivering return on their investment. My role also involves working on highly escalated situations and become the one stop contact person for any technical issues. In the escalated situation, I liaise with Escalation Managers, Sales/Account Managers, Consultants, R & D and higher management to ensure issues are correctly defined and technically explained, action plans agreed with customer and closely following tests and results. I put high focus on clear and frequent communication at all levels, test data and agreeable matrices to ensure measurable resolutions of the technical issues which increases customer experience and build confidence in the products and support teams.I work very closely with Product Management and R & D teams to provide valuable customer insights into the product defects, functional use cases, performance analysis to improve the functionalities of the product. Show less

  • Software Support Consultant Fortify

    Jun 2017 - Sept 2017

  • Software Support Technical Consultant (Big Data - Autonomy IDOL)

    Nov 2015 - Jun 2017
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  Micro Focus

  Sept 2017 - Apr 2018

  Software Support Technical Consultant Fortify

  My role within Fortify support is to provide expert level technical support on proprietary Static Application Security Testing and Dynamic Application Security Testing product set. Fortify is leader in Gartner Magic Quadrant for application security and I interact with some of the high profile customers with government agencies, financial institutions and technology giants.I am a Named Support Engineer for Fortify’s largest account and provide proactive premier support as a single point of contact on all of their technical issues. I provide support to customers in EMEA, APAC and APJ regions. I put strong emphasis on reproducing customer scenarios, troubleshoot complex architectures and configurations to problem solve to satisfy customer's functional requirements. I maintain high standards of customer engagement via WebEx, emails, phone call, dedicated ticketing portals and forums. I work closely with support teams and R&D based in multiple locations and time zones to ensure customer has functional search product in use delivering return on their investment. Show less

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  IManage

  May 2018 - Jan 2023

  • RAVN Support Manager, iManage Support

    Jan 2021 - Jan 2023

  • Staff Support Engineer

    May 2018 - Jan 2021