Experience

• 

  Gati limited

  Jan 2007 - Jun 2009

  Network & system administrator

  • Launched 10C, a solution for information on real time shipment delivery notification.• Launched the Centralized Call Centre at Nagpur• Introduced e-POD (Electronic Proof of Delivery) and Centralized POD Cell.• Provide support for all VPN configuration and design including point to point and SSL VPNs

• 

  Knoahsoft inc.

  Jul 2009 - Mar 2015

  • Provides support, direction, and tools to the Implementation field organization as it pertains to centralized processing (i.e., EE forms, NCI setups, remote implementations, etc.);• Works with off-shore centralized groups to implement new business production and support services for all implementation field staff. The off-shore groups include operations in India (EE forms, new client set ups) remote implementation porcess).• Defines and maintains product policies and deliverables e.g., effective dates, with input from General Managers, regional implementation associates, other product owners, Marketing and IT;• Defines, develops and assists in maintaining product specifications, processes, operational roles, and detailed procedures for delivery and management of product deliverables specific to centralized services;• Ensures compliance by monitoring regulations and laws that impact product and service delivery;• Manages quality improvement projects related to product and service delivery (including client change process)• Identifies and drives opportunities for centralization Show less • Provided training to end users as well as the new hires and documented all the L1 & L2 debugging steps.• Managed multiple and concurrent projects to make sure about the completion of work within the defined scope, budget and time. • Responsible for managing project risks and multiple assigned duties. Act as the escalation point for Voice / VOIP issues• Analyzed all the documents that are required for the progress of releases such as Functional Requirement Specifications, System Requirement Specifications, and change request. • Controlled all the project deliverables are in line with production system. • Supervised and ensured proper completion and change control procedures are well followed. • Responsible for managing the training sessions with business users and project teams to gather obligation. Show less

  • Senior Product Support Engineer

    Apr 2014 - Mar 2015

  • Application Support Engineer

    Jul 2009 - Apr 2014
• 

  Avaya

  Apr 2015 - Nov 2015

  Technical support engineer

  • An individual contributor who provides remote post-sales support of software and/or hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities.• Provides support for end user installations of medium complexity, configurations, upgrades and migrations through basic problem solving and troubleshooting. Includes supporting 3rd party products and occasional on-site support.• Analyzes symptoms, logs, and data required to resolve issues of medium complexity. Proposes and monitors the implementation of solutions for non-routine customer reported incidents to ensure that situation is resolved.• May proactively monitor for downstream effects as a result of the fix. May highlight other issues. Works with limited guidance on projects within defined criteria. Show less

• 

  Ibm india private limited

  Mar 2016 - Apr 2020

  • Troubleshoot & issue resolution, end-user training & support, scheduled & ad-hoc maintenance, client relationship management, root cause analysis, system implementation, rapid ticket response times, Detailed Documentation.• Subject Matter Expert for Product/Application related issues. • Outperformed peers by maintain outstanding record of technical support service, resolving 95% of all trouble tickets without escalation to senior support specialists.• Diagnose, troubleshoot and resolving a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.• Achieving 95% success rate in 4 major categories: Production Support, Customer service, Tier 2 Level support and SLA adherence. Show less • Working 24*7 as a Tier 2 Solution Expert to provide Support to customers/clients via phone, web and email.• Providing regular updates and quick resolution there by decreasing the age of tickets and increasing CSAT.• Expert in troubleshooting and debugging issues.• Willing to work in any shift/weekends, as per the business needs.• Maintain SLA’s in tickets and Mails.• Document newly identified issues which would help the team members for future reference.• Login to the queue’s and check regularly for updates on emails.• Managing Company's Communication with Partners and Clients.• Had been onsite to different client locations for product installation, training and troubleshooting issues.• Scheduling and Handling weekly and monthly calls with Clients and Partners and provide status updates on the open and ongoing issues/projects.• Working hand in hand with engineering team to replicate bugs in local lab and resolve them.• Reporting customer needs and requests to Product management/Engineering Team.• Conducting daily meeting with Engineering, QA, and Release Management, Product Management teams to discuss on Critical, Escalated tickets and New Enhancements in the product.• Handling Critical/High Escalations.• Creating test labs to deploy Hot fixes, Patches and New releases before rolling them out to Production.• Handled Training for Partners, Customers and new Joiners.• Finding new and more efficient ways to enhance support Process.• Performing Risk Analysis before and after deploying Hot fixes/Patches.• Planning and Handling Application Migration [preparing check list].• Creating training documents for the team and new joiners. Show less

  • Solution Expert

    May 2018 - Apr 2020

  • Technical Support Professional

    Mar 2016 - May 2018
• 

  Phenom

  Jun 2020 - Jul 2021

  Sr. technical support engineer
• 

  Qumu - an enghouse company

  Jul 2021 - Sept 2023

  Technical support engineer
• 

  Phenom

  Sept 2023 - now

  Sr. technical support engineer