Ganesh Singh

Responsible for providing Level 3 technical support to customers for UiPath and Cloud Elements product suite.

• Managed critical escalations, coordinating efforts across multiple departments for prompt resolution.
• Provide ongoing support and maintenance for deployed RPA bots, including monitoring, troubleshooting, and resolving any issues that arise.
• Work with IT and RPA Developer teams to ensure successful deployment and operation of bots in production environments.
• Ensure RPA solutions are compliant with security and governance policies and meet established performance benchmarks.
• Streamlined escalation processes by creating structured guidelines for support staff.
• Delivered comprehensive product training sessions for internal teams and customers.
• Conducted root cause analysis of reported issues, identifying trends and areas for improvement.
• Participated in software testing procedures to identify bugs and provide feedback for improvements.
• Collaborated with cross-functional teams to streamline support processes, improving overall efficiency.
• Directed, guided and monitored support engineers and in-house operational personnel.

• Worked as a Product Support Engineer supporting various InsideView Products and the integration of the application into various CRMs like: Salesforce, Microsoft Dynamics (Online & On-premises), Netsuite, SugarCRM, Oracle Eloqua.

• Implementing SSO between different federation services clients used like: OKTA, Site minder, Azure, ADFS, Ping Federate and Insideview Products/CRM integrations.

• Experience in consuming API’s - SOAP and REST through Postman.

• Responsible for customer onboarding, implementation and conducting trainings post Sales.
• Responsible for Team management: Roster Management, Internal Reports and Dashboards, Technical trainings, New Hire Onboardings.
• Led training sessions for internal staff members, boosting their technical knowledge and skills in key areas of expertise.
• Streamlined support processes, increasing efficiency and reducing response time for client issues.
• Mentored junior support engineers, fostering positive learning environment and promoting professional growth.

• Provide application support to customers across the globe
• Providing Level 2 support for SAAS application Clarity PPM for issues ranging from application access to DB access, DB refresh/copy, SSO issues using Site minder and different federation services
• Consuming and testing API endpoints using REST and SOAP webservices
• Worked on Setting up the business user’s access so they can login to Salesforce using SSO (Single Sign On), Siteminder.
• As SFDC administrator interacted with various business areas to gather requirements and develop data model to suit complex business needs.
• Experience working in service cloud, supporting cases, developed workflows for automated case resolutions
• Created Case assignment, Case auto-response and Case escalation rules as per Business requirement
• Configured security settings by working on Organization Wide Defaults, Role Hierarchies, Sharing Rules and Manual Sharing to implement Record-based sharing

• Product support for ‘Double Click for Publishers for Google.’
• Expertise in Traditional & Digital ad operations, running campaigns in the Double click DART and DFP Premium (and Small business) ad servers
• Working with Google for DFP product and conducted several knowledge transfer sessions
• Expertise in troubleshooting various ad tagging issues and replicate the same on client side and worked closely with the escalations team to resolve bugs
• Excellent understanding of Google products and various Tag types like GAM, DART, GPT
• Worked with third-party ad serving clients and certified vendors

• Worked as Senior Technical support associate for Internal Service Desk for Client REED Elsevier.
• Diagnosed and troubleshot hardware, software and network issues.
• Installed and configured operating systems and applications.
• Monitored system performance to identify potential issues.
• Configured hardware, devices, and software to set up work stations for employees.
• Patched software and installed new versions to eliminate security problems and protect data.