Experience

VNC - Virtual Network Consult AG

• Switzerland
• IT Services and IT Consulting
• 1 - 100 Employee

• Senior Support Specialist

  • Dec 2017 - Present

  ● Always have to interact with clients/customers via chat, emails & calls to take ownership of customer issues reported and see problems through to resolution. And research, diagnose, troubleshoot and identify solutions to resolve. technical issues and queries in a timely and accurate way. ● Follow standard procedures for proper escalation (JIRA) with the internal team (QA, Developers, Business, Sales teams) about the status of products like bugs, features, suggestions, feedback… Show more ● Always have to interact with clients/customers via chat, emails & calls to take ownership of customer issues reported and see problems through to resolution. And research, diagnose, troubleshoot and identify solutions to resolve. technical issues and queries in a timely and accurate way. ● Follow standard procedures for proper escalation (JIRA) with the internal team (QA, Developers, Business, Sales teams) about the status of products like bugs, features, suggestions, feedback etc. ● On daily basis Prepare accurate and timely reports ● Prepare Documentation, knowledge base tech notes and articles ● Handing a small team like for new joiners KT, task allocation, meetings, set priority and severity of tasks, Verification. ● Have to do almost technical troubleshooting with like | Rest API’s | basic programming codes | basic SQL scripts | Linux commands | HTML, CSS, JS, XML| Manual testing | etc. ● Constantly be on the lookout for ways to improve monitoring, discover issues and deliver better value to the customer ● Report on common sources of technical issues or questions and make recommendations to product team ● Coordinate with clients and ensure that scheduling demands are met as per expectation and ETA. ● Analyzing and evaluating the current business processes a company has and identifying areas of improvement ● Performing user acceptance testing. Show less ● Always have to interact with clients/customers via chat, emails & calls to take ownership of customer issues reported and see problems through to resolution. And research, diagnose, troubleshoot and identify solutions to resolve. technical issues and queries in a timely and accurate way. ● Follow standard procedures for proper escalation (JIRA) with the internal team (QA, Developers, Business, Sales teams) about the status of products like bugs, features, suggestions, feedback… Show more ● Always have to interact with clients/customers via chat, emails & calls to take ownership of customer issues reported and see problems through to resolution. And research, diagnose, troubleshoot and identify solutions to resolve. technical issues and queries in a timely and accurate way. ● Follow standard procedures for proper escalation (JIRA) with the internal team (QA, Developers, Business, Sales teams) about the status of products like bugs, features, suggestions, feedback etc. ● On daily basis Prepare accurate and timely reports ● Prepare Documentation, knowledge base tech notes and articles ● Handing a small team like for new joiners KT, task allocation, meetings, set priority and severity of tasks, Verification. ● Have to do almost technical troubleshooting with like | Rest API’s | basic programming codes | basic SQL scripts | Linux commands | HTML, CSS, JS, XML| Manual testing | etc. ● Constantly be on the lookout for ways to improve monitoring, discover issues and deliver better value to the customer ● Report on common sources of technical issues or questions and make recommendations to product team ● Coordinate with clients and ensure that scheduling demands are met as per expectation and ETA. ● Analyzing and evaluating the current business processes a company has and identifying areas of improvement ● Performing user acceptance testing. Show less



MSBC Group

• India
• IT Services and IT Consulting
• 100 - 200 Employee

• SR. Support Executive

  • Aug 2015 - Nov 2017

  ● Coordinate with customers via chat, Email, and call until the resolution ● Support to Sass product and CRM tools ● Handle problem recognition, research, isolation, resolution and follow-up for escalated support problems; Performs repairs to hardware, software, or peripheral equipment following design or installation specifications, referring major problems to vendor or Sr. Engineers. ● Reads technical manuals, confer with users, or conduct computer diagnostics to investigate and… Show more ● Coordinate with customers via chat, Email, and call until the resolution ● Support to Sass product and CRM tools ● Handle problem recognition, research, isolation, resolution and follow-up for escalated support problems; Performs repairs to hardware, software, or peripheral equipment following design or installation specifications, referring major problems to vendor or Sr. Engineers. ● Reads technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support ● Utilize company documentation, literature, and database to provide technical support Show less ● Coordinate with customers via chat, Email, and call until the resolution ● Support to Sass product and CRM tools ● Handle problem recognition, research, isolation, resolution and follow-up for escalated support problems; Performs repairs to hardware, software, or peripheral equipment following design or installation specifications, referring major problems to vendor or Sr. Engineers. ● Reads technical manuals, confer with users, or conduct computer diagnostics to investigate and… Show more ● Coordinate with customers via chat, Email, and call until the resolution ● Support to Sass product and CRM tools ● Handle problem recognition, research, isolation, resolution and follow-up for escalated support problems; Performs repairs to hardware, software, or peripheral equipment following design or installation specifications, referring major problems to vendor or Sr. Engineers. ● Reads technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support ● Utilize company documentation, literature, and database to provide technical support Show less



Krazy Mantra Group of Companies

• India
• IT Services and IT Consulting
• 100 - 200 Employee

• Support Associate

  • Jan 2013 - Aug 2015

  ● Actively strive for first contact resolution for each client o Handle to TCP/IP and network operations ● Handle to remote firewall appliances (SonicWall, FortiGate, etc.) ● Manage and resolve tier one technical support requests via various troubleshooting methods ● Priorities tickets and daily, or more frequent, customer follow-up to tickets and emails ● Actively strive for first contact resolution for each client o Handle to TCP/IP and network operations ● Handle to remote firewall appliances (SonicWall, FortiGate, etc.) ● Manage and resolve tier one technical support requests via various troubleshooting methods ● Priorities tickets and daily, or more frequent, customer follow-up to tickets and emails