Bhavisha Kurani

• Managing the daily operations of the Client (CalSAWS) batch for all subsystems and environments.
• Ensuring batch operations related functions comply with the Contract requirements. Maintaining service level metrics, including response times, evaluating end-user satisfaction levels, and making recommendations for improvement.
• Escalating production batch issues to the Contractor project team for analysis and resolution.
• Monitoring batch issues and performance.
• Ensuring batch support operates in adherence to Information Technology Infrastructure Library (ITIL) best practices for service support.
• Providing daily and on demand batch reports.

• Part of Bluejeans Technical support team. Providing first level support to enterprise and end users of Bluejeans.
• Providing assistance for collaboration, events, and meetings.
• Knowledge about audio, video, SIP, H323, room systems and providing extensive troubleshooting and testing of videoconferencing audiovisual equipment (videoconferencing, multimedia, audiovisual, projection systems, microphones, integrated A/V systems, streaming technologies, etc.) and integration with Bluejeans.
• Log analysis and root cause analysis. Collaborated with engineering team for bug findings and reporting them in Jira.
• Collaborating with different internal teams to delivery answer/solution to the customer at a timely manner. Alert Management on any New Trends identified to get a fix created.
• Have a proactive approach in sharing knowledge wherever possible with my peers and with the KB team to create new knowledge articles to help every support personnel.
• Taking complete ownership of Customer experience to make sure every interaction was positive.
• Collaborated with the team to identify new technology initiatives, standards & major changes or upgrades to production environments.

• Part of Cisco WebEx TAC Team delivering great customer experience through all 3 support channels (Voice, Email and Chat) primarily voice.
• Provided product support which covers usability queries and technical issue troubleshooting for WebEx products. (Meeting, Event, and Training Center Services, Jabber-IM Program, WebEx Teams, API and SSO Integrations).
• This is a Hybrid support model wherein not only provided technical assistance but handled Account Management queries as well.
• Expertise in case management which includes documentation and life cycle of support cases created by and for customers.

• Provided technical support for Microsoft Windows products.

• Handled Windows operating system technical issues including download, install and activation of Operating systems.

• Supported the customers through Phone and Chat.

• Handled escalations and supported the team on outages and extra requirements.

• Provided remote support for all the software issues.

• Improved the quality of the L1 and L2 population by providing technical and process feedback.

• Identified opportunities and avoid incorrect service set up for the customer saving cost for the company and improve customer satisfaction.