Gobindi Wadhawan

Description : Working on NBN equipment, Monitoring Alarms, Troubleshooting Equipment’s, Maintaining data of the new clients and managing user accounts on servers and domain.

Answering/troubleshooting on technical queries for NBN clients.

Roles & Responsibilities :

• onboarding new client to NBN account and deliver a great experience to impress the clients.
• Diagnose and quickly resolve a wide range of windows and application programs.

Technical/networking support:

• Site Survey and site acceptance.
• End to End Design for FTTX Network Node/DSLAM’s
• Maintaining Closure report and assuring that the changes are assessed and closed within the SLA
• Tracking record of compliance report and maintaining record of failed changes and asking Implementers to fill PCR form
• Working on Alert Suppression tool.
• Maintaining dashboard representing number of failed and successful changes monthly basis.
• Working on trend analysis report and calculating all KPI meet the desired SLA.
• Working closely on Problem records generated from high priority incidents.
• Responsible for Ownership and Coordination of actions of those problems.
• To analyze root cause of the problem and identify Known Error and coordinating actions to fix the error.
• To work on the solution implemented and details worked during the incident recovery.
• To ensure that Permanent fix is being implanted over the recovery or after the recovery.
• To ensure the mitigation actions are captured in problem record to prevent reoccurrence of the incident.
• Assigning task to different team related to problem record and keep track on the task updates.
• Creating Post Incident review form containing timeline of the incident occurred and impact to business
• Having PIR calls with support/3rd party vendors to identify the root cause of the incident occurred to drive the problem record.
• To review and Produce trend analysis of reoccurring problem/incidents and raising a proactive record to get the uncertain issue resolved so that the repeated incident is resolved.
• To be proactive in identifying problems, analyze and recommend Service Improvement plans.
• Reviewing and approving change (Standard/Normal/Expedited)
• Preparing CAB Agenda and Chairing CAB (Change Advisory Board) meetings and making MOM.

Roles & Responsibilities :

• The key responsibility in this role is on boarding the new people to the technical role. This includes intensive three weeks of training and the topics covered would be around product, process, technical hardware and software both etc.
• Training to managed approximately 20-30 existing and new customers monthly, to understand needs and provide onboarding.
• In training, the majority of the time will be spent on mock calls and feedback sessions. Prepare training materials such as outlines, text, and handouts and present information, using a variety of instructional techniques and formats such as role playing, simulations, team exercises, group discussions, videos, and Practical session by going to the computer lab and work on Different types of hardware components.
• Develop alternative training methods if expected improvements are not seen. Be the point of contact to maintain all the process changes, process documents and later train the teams on any changes.
• Develop, Tweak and Maintain training procedure manuals, training content and guides, and course materials.
• Conduct Trainings & Workshops to help the teams learn what is required for their role.
• Worked as Q/A during No batch or No training is available or required. Where in my work was to do audits for BQ agents. • Quality monitoring, Coaching and feedback, compliance check. Update dissemination, dip checks, conducting certification. • Providing process improvement inputs, preparing RCA's (CSAT/NPS analysis/Repeat Analysis etc.)BQ Management

• Description : Technical support to end users with hardware and software issues with the dell computers.

Roles & Responsibilities :

• Supported customers with basic technical support for current and past software releases.
• Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
• Assisted clients with general support for hardware, peripherals, network connections, and external software.
• Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
• Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
• Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket
• Onboarded and trained all incoming junior tech support specialists.
• Onboarded and trained all incoming junior tech support specialists.
  Solved 99.2% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers.

• Incident, Change and Problem Management for Orange
• Resolve customer complaints via Call.
• Responding promptly to customer inquires
• Ensure customer satisfaction and provide professional support.