Hariom Dube

• Involved in the initial discussion phase of moving data, applications from an organization’s on-premises infrastructure to the cloud,
• Responsible for the UAT, Rollout and Go-live processes for the Telecom Software.
• Perform Surveillance, KPI Monitoring, Incident Management, and Change Management.
• Participated in rotating 24x7 "on call" support coverage for severity 1&2.
• Efficiently identified and resolved production issues.
• Documented and reported application defects to Development teams.
• Follow-up the daily task with the team members and ensure that all incidents’ engagements updated correctly.
• Involve in all Unix System Production Support by trouble shooting customers urgent requests.
• Managing the release task and coordinating with the Testing team for the defect and fix.
• Onboarded and trained all incoming junior tech support specialists

Key Achievements

• Solved 99.2% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers.

• Handle inbound and outbound technical calls and provide the technical support needed for the Microsoft Business customers
• Handling all domain and email troubleshooting and support
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Performed quality assurance and quality control assessments of support ticket fulfillment.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

• 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.

Key Achievements

• Done a successful transition for a new project as a Prime from Onsite (Montreal Canada) to offshore in the year 2011-12.
• Provided initial support on software tickets submitted for Telecom issues, maintaining resolution rate of 90%.