HARSH KUMAR
Production Service Engineer
Bengaluru
Summary
Service Engineer with 4 years at Zoom Communications, specializing in application support, troubleshooting complex issues and handling escalations. Recognized SME in Zoom web services, with strong skills in cross-functional collaboration and leadership. Enthusiastic to learn new skills to achieve professional and personal goals. Motivated to learn, grow and excel in any organization.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Service Engineer - Premier Escalations
Zoom Communications
04.2021 - Current
- Provided application support for escalations from customers, CSMs, TAMs, and leadership teams, ensuring timely updates and resolution within SLAs.
- Acted as a subject-matter expert (SME) on Zoom services (Web, Recording, Reporting, and Migrations) in a microservice architecture, collaborating closely with DevOps, developers, and product teams.
- Spearheaded migration processes, creating formal frameworks in partnership with executive leadership and engineering teams, serving as the go-to subject matter expert for all migrations.
- Supported disaster recovery planning and testing, ensuring operational readiness and compliance.
- Authored Root Cause Analyses (RCAs), internal, and external reports to improve transparency and prevent recurrence.
- Consistently exceeded KPI metrics, delivering above-target performance in customer and operational outcomes.
- Mentored and guided junior engineers, enhancing team knowledge, training, and internal documentation.
Technical Consulting Engineer
CISCO
11.2018 - 03.2021
- Worked as a voice engineer with expertise in Cisco Unified Communication Manager, IP phones, and voice gateways.
- Gained technical skills to troubleshoot voice and network connectivity issues with an understanding of SIP, H323 and TCP/UDP protocols
- Replicating customer issues in a lab environment and submitting discovered bugs, feature requests, and documentation enhancements.
- Provide proactive communication to clients, account managers, and project managers.
- Gained technical expertise in deploying virtual machines over vSphere and its administration.
- Collaborated with cross-functional teams to deliver high-quality products on time and within budget constraints.
- Presented technical findings to non-technical stakeholders, simplifying complex concepts for broader understanding and support.
System Programmer
IBM India
01.2018 - 11.2018
- Worked on WebSphere MQ Application.
- Worked to understand old JCL and COBOL application programs and diagnose bugs and improve overall implementation.
- Dedicated resource for customers across globe such as Citizens Bank, Delhaize, Ahold
- Supported several technical aspects of MQ like upgrade, maintenance and DR activities.
- Worked with customers to troubleshoot MQ issues on call
Education
B.Tech - Computer Science
University Of Petroleum And Energy Studies
Dehradun 08.2013 - 05.2017
Skills
Zoom Meetings/Webinar, Recordings, Zoom APIs
Zoom API Integration & Troubleshooting
Efficacy in customer interaction
Analyzing Complex logs
Protocols: HTTP,TCP/IP,WebSocket,DNS,DHCP, SIP
Other skills:- Python Scripting, APIs, VMWare
Accomplishments
- Completed AWS Cloud Practitioner Essentials certification
- Consistently maintained a high Customer Satisfaction (CSAT) score in Cisco
- Consistently delivering above-target KPIs
- Advocate badge issued by IBM for solving real life problems encountered by system programmers in Master the Mainframe competition
- Secured 1st position in Tech Sense, an intercollegiate competition organized by UPES-CSI Student Chapter
Timeline
Service Engineer - Premier Escalations
Zoom Communications
04.2021 - Current
Technical Consulting Engineer
CISCO
11.2018 - 03.2021
System Programmer
IBM India
01.2018 - 11.2018
B.Tech - Computer Science
University Of Petroleum And Energy Studies
08.2013 - 05.2017
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