Hariprasad Raghavan

• Troubleshooting issues, having an inclusive and diverse culture while collaborating within the same team and with other teams to solve customer technical issues with transparency is a part of the daily work.
• Contribution towards automation and other digital self-help assets to improve customer and engineer experience and this has helped in resolving customers issue faster.
• Reviewing peers cases that are of high risk and providing appropriate next actions. Engaging with product/engineering teams to submit feature requests and bugs.
• Set up and administered regular meetings to understand how the progress of the action plan stands with the customer.
• Developed workflows to solve customer issues and increase satisfaction.
• Collaborated with vendors like Shell,Infosys,IBM,HCL and man other across the globe and have help them migrate their legacy web applications to support in modern standards.
• Communicated with clients to verify roots and causes of computer problems.

Was a vendor engineer for Microsoft to perform the same roles and responsibility discussed in the support engineer section above.

• Worked with telecommunication on-field engineers by guiding them to fix where T3 or T1 enterprise circuits.
• Performing multifunctional maintenance role in support of MIS customers.
• Additionally, I assisted the System Administrators in their task of maintaining Escalations and supervisor calls.
• Provided network support services for devices such as hubs, bridges, routers, and other hardware.
• Managed, tracked, and coordinated problem resolution and escalation processes.
• Applied tier-isolation best practices to support multi-tier architectures.
• Collaborated with vendors to identify best options for optimizing network performance.