ABHISHEK PANDEY

• Senior technical expert & trusted advisor for enterprise cloud migrations. Migration Jira Confluence and Bitbucket on-prem to Cloud
• Owned & resolves complex technical migration issues and blockers primary escalation point, enabling successful migration and onboarding.
• Collaborates with Migration Managers, Product, and Engineering teams.
• Creating & maintaining knowledge base content for internal/external use.
• Troubleshoots, performs RCA, advocates for customers, drives process improvements.
• Mentors support engineers, guides customers/partners.
  Participates in weekend support rotation.

• Working with customers to understand needs and provide excellent service.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Troubleshooting escalated cases of type requiring extensive research, code, and root cause analysis, and implementing solutions in compliance with SLA.
• Develop workarounds for classified defects and features to maintain business continuity.
• Increased customer satisfaction by resolving issues.
• Participated in team-building activities to enhance working relationships.
• Collaborated with team members to achieve target results.

Products: Aurea Energy Solution/AES, ALSS (NextDocs), Lyris

Key Responsibilities:

• Troubleshooting escalated cases of type requiring extensive research, code, and root cause analysis, and implementing solutions in compliance with SLA
• Develop workarounds for classified defects and features to maintain business continuity
• Working in rotational weekend shifts.
• Reproducing issues bugs and bug reporting to Development teams Performing Health checks, Application Health report analysis for performance monitoring
• Document comprehensive solutions, resulting in 60 % reduction of repetitive issues
• Structured and document training needs and troubleshooting approach points
• Liaising with internal teams to resolve issues related to application
• Coordinated with business partners toward deployment of applications and customer success
• Collaborated with multi-disciplinary teams in defect prioritization, product improvements to enhance usability and performance
• Accomplished proficiency in KCS Publisher role, moderating and publishing articles weekly
• Demonstrated appreciable commitment to achieve NPS of > 90.

Product : Form Builder App

Key Responsibilities :

• Troubleshooting and provided support as initial point of contact for supporting tickets logged
• Managed escalations and customer calls and maintained track of escalated tickets with maintenance team

Products: Aurea Energy Solution/AES, ALSS (NextDocs)

Key Responsibilities :

• Troubleshooting escalated cases of following type, requiring extensive research, code, and root cause analysis, and implementing solutions in compliance with SLA
• Develop workarounds for classified defects and features to maintain business continuity.
• Reproducing issues bugs and bug reporting to Development teams
• Performing Health checks, Application Health report analysis for performance monitoring
• Document comprehensive solutions, resulting in 60 % reduction of repetitive issues Structured and document training needs and troubleshooting approach points.
• Liaising with internal teams to resolve issues related to application
• Coordinated with business partners toward deployment of applications and customer success
• Collaborated with multi-disciplinary teams in defect prioritization, product improvements to enhance usability and performance.