Rahul Kumar

Experience

• 

  Connect Broadband

  Oct 2012 - Apr 2014

  Technical Support Executive

  About Organization: Infotel Tower Infrastructure Pvt. Ltd. is the Unified Access Services Licensee in Telecom Sector. Company Provides Telecommunication services which includes-voice, Telephony.o Both- Wire line and Fixed Wireless Network Provider For CDMA/GSM based Mobile service providers and Internet Providers Major corporate clients includeo Bharti AirTel, TATA, Vodafone, SIFY, Tulip. Roles & Responsibilities: Technical Support for ILL(Internet Lease Lines) and LL(Lease Line) for Network communication for Clients. Testing and Interconnecting of Different network devices such as Modems, Hubs, Switches according to a given network specifications(HSDL,ADSL,SDSL etc.). Different Software used are JISP, WebOxygen, WebSMS, TELNET and many more. Observing MRTG (Multi routed Traffic Graph). Basic Troubleshooting of local network.  Use of Telnet ( to check the Online connectivity of customer pc) . Show less

• 

  Netcomm IT solutions ( at Client site TATA Teleservices Ltd.)

  Apr 2014 - Feb 2015

  Application Support Engineer

   Analyse and Identify Queries regarding Postpaid and prepaid activation and deactivation process and the application used for the same.  Fetch data from TODD Oracle Software using SQL Queries and Joins as per user requirements. Implementing the new requirement from client feasibility checking, co-ordination with client and central team. Best practices and alert management of Month end activity for helping to circle user and making smooth month end. Analyzing the application like SAP, eProcess, OracleCRM, OracleTIPPS, eConnect, EPOS Show less

• 

  Basware

  Feb 2015 - Sept 2022

  o Technical Analysis of change requests and decide implementation steps.o Resource alignment for all implementations.o Cost estimation for new change requests for existing customers and new customers.o Single point of contact for CSMs, Sales, Support for all the delivery and change requests.o Implementation of XML transformation(XSLT) ,XML format transformation and XSLT-FO.o Knowledge sharing with team members.o Help the team members to effectively implement the change requests.Electronic Data Interchange formats: SAP IDOC, TEAPPS, Finvoice, Svefaktura, PEPPOL, xRechnung, EHF, cXML,Edifect, OIOUBL, OIOXML, EXflow, IFSinvoice, OMEGA file etc.Technical Details:o Planview: For billing to the customer and hours allocation.o ServiceNow- I am using to manage the change requests and Creating Dashboard to analyze the overall change requests within team and analyze the performance of team. o Altova XML Spy,Altova xml spy editor for XML format transformation(XSLT) and Image transformation(XSLT-FO)o Microsoft Teams: For customer calls and remote session with customers and Internal communication.o Jira: Advance Ticket creation tool which I am using to report bug, enhancement requests or XSLT conversion changes for Basware Products to R&D.o Confluence: Product and Services description. Show less • Lead all aspects of implementation and represent Basware professional services.• Ability to help clients to resolve integration issues requiring in-depth expertise in the Basware solutions.• Advising customers on creative and flexible solutions to speed integration and ultimately transactions to drive their business.• Providing training and demo sessions to customers for Basware solutions.• Engaged with customers independently with minimal manager/leadership over site.• Leading and facilitating customer integration sessions to identify and document customer requirements.• Managing multiple projects across different programs liaising with key functional areas.• Coordinating the UAT with the customer and continuous follow up on the release cycle of products.• Leading and influencing resources that impact success, including management of and delegating tasks to resolve issues to other teams/individuals when necessary.• Issue / Status Tracking– Providing weekly updates and escalating critical issues to Team and Project management in a timely manner.• Process improvement ideas to streamline the processes.• Acting with the project management role for full end to end delivery.Technical Details:o Planview: Project assignment and maintain the history of events.o Projectplace: I use Projectplace for Customer communication and project tracking.o Postman: Used to implement RestAPI solution and testing.o ServiceNow- I am using to manage the change requests and Creating Dashboard to analyze the overall change requests within team and analyze the performance of team. o Altova XML Spy,Altova xml spy editor for XML format transformation(XSLT) and Image transformation(XSLT-FO)o Microsoft Teams: For customer calls and remote sessions with customers and internal communication.o Jira: Advance Used to report a bug, enhancement requests or XSLT conversion changes for Basware Products to R&D.o Confluence: Product and Services description. Show less  Working in L3 Support Team. Create XML conversions to modify and manipulate the customer XML data. Training to L2, L3 Support Members. As a part of the Serviceability Steering Group, I evaluate the product/service from a support perspective, check the product adoption from the support side that requires minimal Support effort. ServiceNow Knowledge Base article for Basware Product and Services. Communication with Production and R&D Team for bug fixing/Enhancements. Provide solutions to the customer service managers(CSM), L1 and L2, L3 internal Support team for their local issues.  Held key responsibilities for providing solutions on Basware e-invoice services. Responsible for making Bug/Enhancement reports after analyzing client issues Partner and operator communication for electronic invoice transactions and inter-op business. Customer Focus: Consistently executes daily task within SLA and takes ownership on deals and ensures customer satisfaction.Technical Details: ServiceNow- Ticket Creation Tool, which I am using to troubleshoot complex issues which can be solved at L1 and L2, L3. ServiceNow used for Knowledge Base Articles and custom reports too. Altova XML Spy, Notepad ++- Used Altova xml spy editor to compare, validate, modify and xml bug analysis. GO to Assist: used to take remote session for customer issue and deep analysis. Jira: Advance Ticket creation tool which I am using to report bug, enhancement requests or xsl conversion changes for Basware Products. Confluence: Used for Product article and Product knowledge sharing for L1 and L2 support team.See less Skype Busines, Microsoft Teams: used for meeting with customers. Team Viewer: Used for remote session and meeting with customers. FlowDock: for internal communication for big fixes. MailGun: to check the email logs and other activities. Microsoft Teams: Used for remote session and meeting with customers. Show less Roles & Responsibilities: Organizing and creating support articles and documents for L1 and L2 Support team. Training to L1 and L2 Support team. Direct communication with Production and R&D Team for bug fixing/Enhancements. Provide solutions to the customer service managers(CSM), L1 and L2 internal Support team for their local issues.  Held key responsibilities for providing solutions on Basware e-invoice services. Responsible for making Bug/Enhancement reports after analyzing client issues Partner and operator communication for electronic invoice transactions and inter-op business. Customer Focus: Consistently executes daily task within SLA and takes ownership on deals and ensures customer satisfaction.Technical Details:  ServiceNow: Ticket creation Tool which is used to create tickets and link Jira tickets for product issues. ITSM- Ticket creation Tool, which I have used to troubleshoot complex issues which can be solved at L1 and L2. SRM is used create intra organization support requests. Altova XML Spy, Notepad ++- Used Altova xml spy editor to compare, validate, modify and xml bug analysis. GO to Assist: used to take remote session for customer issue and deep analysis. Skype Meeting : used to take remote session and call for customer issue and deep analysis. Team Viewer: used to take remote session for customer issue and deep analysis. JIRA : Ticket tool to handle Product improvement and bug fixes. Show less Roles & Responsibilities: Good Knowledge and Support to Basware’s products ( IP, Alusta, Virtual Printer, BTS, Scan and capture Service, Basware Commerce Network Portal, BT Monitor, EmailLITE). Held key responsibilities for providing solutions on Basware e-invoice services. Providing Root Cause Analysis for high/critical issues. Responsible for making Bug/Enhancement reports after analyzing client issues. Analyzing the delivery process of Basware products and suggesting improvements to Operation and Development team(R&D). Organizing and creating support articles and documents for L1 and L2 Support team. Training to L1 and L2 Support team. Direct communication with Production and R&D Team for bug fixing/Enhancements. Provide solutions to the customer service managers, L1 and L2 internal Support team for their local issues. Partner and operator communication for electronic invoice transactions and inter-op business. Customer Focus: Consistently executes daily task within SLA and takes ownership on deals and ensures customer satisfaction.Technical Details: ITSM- Ticket Creation Tool, which I am using to troubleshoot complex issues which can be solved at L1 and L2. SRM is used create intra organization support requests. Altova XML Spy, Notepad ++- Used Altova xml spy editor to compare, validate, modify and xml bug analysis. GO to Assist: used to take remote session for customer issue and deep analysis. Jira: Advance Ticket creation tool which I am using to report bug, enhancement requests or xsl conversion changes for Basware Products. Confluence: Used for Product article and Product knowledge sharing for L1 and L2 support team. Show less  Support for Barware’s products (Virtual Printer, BTS, Scan and capture Service, Basware Commerce Network Portal, BT Monitor, EmailLITE). Held key responsibilities for providing solutions on Basware e-invoice services. Responsible for making Bug/Enhancement reports after analyzing client issues to L3 team. Provide solutions to the customer service managers, L1 and L2 internal Support team for their local issues. Deep analysis of customer Issues and understand customer requirement. Customer Focus: Consistently executes daily task within SLA and takes ownership on deals and ensures customer satisfaction.Technical Details: ITSM- Ticket Creation Tool, which I have used to troubleshoot complex issues which can be solved at L1 and L2. SRM is used create intra organization support requests. Altova XML Spy, Notepad ++- Used Altova xml spy editor to compare, validate, modify and xml bug analysis. Show less

  • Change request Manager/ Technical Delivery Lead

    Jul 2022 - Sept 2022

  • Senior Project Implementation Consultant/ Senior Technical Consultant

    May 2021 - Jun 2022

  • Senior Technical Consultant

    Jan 2019 - Apr 2021

  • Senior Technical Consultant

    Apr 2018 - Jan 2019

  • Technology Specialist

    Apr 2016 - Mar 2018

  • Technical Consultant

    Feb 2015 - Apr 2016
• 

  Fluxym

  Oct 2022 - now

  Technical Solution Consultant/Technical Project Consultant

  o Spearheading the comprehensive implementation of Fluxym professional services, overseeing all associated aspects.o Demonstrating proficiency in resolving integration challenges for clients, leveraging deep expertise in Basware solutions.o Offering strategic guidance to clients, presenting creative and flexible solutions to expedite integration and enhance transaction efficiency in support of their business objectives.o Conducting training and demonstration sessions for clients on Basware solutions.o Independently engaging with clients, demonstrating autonomy and minimal dependence on managerial oversight.o Leading and facilitating customer integration sessions, meticulously identifying and documenting customer requirements.o Effectively managing multiple projects across diverse programs, collaborating with key functional areas.o Coordinating User Acceptance Testing (UAT) with customers and ensuring continuous follow-up on product release cycles.o Exercising leadership and influence over resources critical to success, including task delegation and issue resolution within various teams or individuals as needed.o Regularly providing updates on issues and project status.o Proposing process improvement ideas aimed at streamlining operational processes.o Leading the project management role for end-to-end delivery, ensuring a seamless and successful implementation process. Show less