Ketan Rampal

Delivered Tier-3 support and SME input to internal and external customers.

Maintained response times to support business continuity.

Managed, troubleshoot and resolve technical queries submitted by users through chat, email,
calls and live sessions.
● Working closely with Engineering to make sure that bugs are fixed and the customer can use
platform flawlessly.
● Working on APIs (Using PostMan) or cURL request which uses methods like GET, PUT, POST, and
DELETE.
● Capturing data using MySQL and performing bulk operations using Git Bash scripts.
● Perform chat scheduling to ensure Chat coverage during established business hours
● Monitors customer tickets and follows up with assigned personnel to ensure timely resolution of
problems.
● Isolates problem trends and ensures that troubleshooting efforts are completed for recurring
problems until permanent solutions are found and documents support knowledge base
accordingly.
● Provided product training to new hires and about chat process which includes how chat platform
works and how multi-tasking can be executed.
● Worked on Salesforce for customer facing tickets and JIRA for bugs/feature requests.
● Increased customer satisfaction by resolving issues.
● Managing client reviews on Google, Facebook, Yelp and 150 + review websites.
● Integration with different CRM's (SIKKA Soft, Zapier, Salesforce, Birdeye connector, Encompass,
etc.).
● Working on SFTP issues using tools like Filezilla and WinSCP

● Usage of Browser dev tools, frontend troubleshooting

● Basic Kibana/Elastic searching

• Managing a team of 48 individuals of US Mortgage Process
  responsible for obtaining documents and mitigate risk factors by
  interacting with client/third party vendors and advisors
• Quality Monitoring - Making reports on errors, process gaps, monthly
  productions and implementing remedies with results
• Process improvement analysis and implementations.

• Conducting and executing out station/in-house adventure camps for school groups.
• Evaluated existing plans, processes and events planning services to identify opportunities for improvement
• Managed event logistics and operations

• Worked as Product Support Consultant handling international clients daily with technical support on Commercial and home security, video, access systems.
• Worked on calls analysis, data crunching, process workflow related projects.
• Providing customer service and handling complaints and problems via mail and call.