Politics
NITIN RAI
Technical Consultant
New Delhi
Summary
An IT professional with 8+ years of experience in IT operations and team management. To work in a healthy, innovative, and challenging environment extracting the best out of me, which is conducive to learning and growing at a professional as well as personal level thereby directing my future endeavors as an asset to the organization with my Commitment and Smart work. Self-starter and strong independent worker. Highly adaptable to ever-changing circumstances. Commended for consistently meeting new technical challenges and finding solutions to satisfy customer/client needs.
Overview
8
8
years of professional experience
1
1
year of post-secondary education
1
1
Certification
4
4
Languages
Work History
Technical Consultant
IBM
Gurugram
05.2022 - Current
- Analyzed client business processes to propose optimal software applications for unique requirements.
- Enhanced and reconstructed computer systems to increase efficiency.
- Investigated system issues and implemented resolutions to reduce downtime.
- Researched and adopted new technologies to add value to existing offerings.
- Recommended technology upgrades to improve client security.
- Installed system updates to address vulnerabilities and reduce security issues.
- Install and configure computer hardware operating systems and applications
- Planned computer systems using information engineering and structured analysis.
- Manage incident management bridge calls with support teams, on-call support application teams, and management .
- Collect relevant logs i.e., SNAP logs, Call-home logs, Pedbg logs, IQYY logs and server logs and application-level logs for investigating purposes.
- Provide end to end technical assistance and server support for IBM Power Servers.
- Working as a liaison between corporate clients and IBM Server Product Engineering (PE) team in troubleshooting the issues at the engineering level.
- Work with other teams to identify improvement opportunities and ensure the end-to-end success of the Incident Management process.
- Helping to create business-aligned support for the Incident Management process.
- Handling tickets in Salesforce CRM ticketing tool.
- Talk staff or clients through a series of actions, either face-to-face or over the phone, in Virtual meetings to help set up systems or resolve issues.
- After analyzing the logs, create dispatches for service engineers (IBM SSRs) to replace hardware parts as required and assist in software configurations.
- Provide Remote Support.
Professional II
Capgemini Engineering
Gurugram
04.2019 - 05.2022
- Providing L1 and L2 Support
- Part of Cisco Cloud Collaboration TAC Tier 2 Team
- Working as a liaison between corporate customers and WebEx Engineering (BU) team in troubleshooting the issues at the engineering level
- Work with other teams to identify improvement opportunities and ensure the end-to-end success of the Incident Management process
- Helping to create business-aligned support for the Incident Management process
- Managing global Cloud Collaboration Incident, helping customers to find the possible workaround and providing RCA to end-users
- Manage incident management bridge calls with support teams, on-call support application teams, and management
- Interface with LOB leads and managers – work to develop strategic relationships with key partners outside of incidents
- Perform confidently and authoritatively in the role of incident management subject matter expert and lead customer personnel in responding to fast-paced incidents
- Work as part of the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs
- Troubleshoot issues related to starting/joining Webex meetings, training, event, or support sessions across multiple platforms (iOS, Mac, Windows, Android)/devices, Telepresence devices including
- Cisco Webex Boards, and Room Kits
- Assist Webex site administrators with enabling or disabling features for enhanced user management in the Site Administration portal/Control Hub
- Troubleshoot, find RCA and fill JIRA and create a bug
- Assist clients and partners for WebEx Single Sign-On (SSO) Integration in Control Hub with Azure and Active Directory Federation Services (ADFS)
- Working with end-users to educate and capture HTTP, and PCAP logs through tools like Fiddler,
- Wireshark, and HAR logs from the browser
- Serving different technical processes with good knowledge of network troubleshooting tools like
- Wireshark, Fiddler, HAR logs and experience working with cloud-based IT management tools like
- Service Now and CSone
- Expertise in Webex Cloud & Hybrid Solutions, Directory Connector, SSO, Message Connector,
- Calendar Connector, Call Connector, Serviceability Connector, Device Connector, etc
- Strong expertise on the Webex Control Hub: Maintenance, configuration, analytics & reporting, etc
- Perform Client Services team functions including receiving, reviewing & prioritizing support requests in the ticket management system, escalating support cases & providing updates to customers
- Collect relevant logs i.e., regular capturing of server-level logs and application-level logs for investigating purposes (Servers like expressways, CUCM, Endpoint devices / Applications like
- WebEx)
- Work on escalated High severities/Priority 1 and 2 incidents in an appropriate manner within agreed timeframes
- Basic knowledge of Jira
- Knowledge of analyzing cloud server-specific logs in troubleshooting an issue in Kibana.
- Worked as Subject Matter Expert to provide support to Tier 1 engineers in all the issues mentioned above
- Helping and providing training to new engineers related to cloud-based Webex products.
Technician
Dell
04.2017 - 04.2019
- Dell Technical Support
- Responsible for providing telephone/email and remote diagnostic technical support of Dell products e.g., laptops, desktops, and all in one by providing REMOTE SUPPORT
- Provided L1 and L2 Support
- Handling escalations from L1 and frontline teams
- Work on escalated High severity/Priority 1 and 2 incidents in an appropriate manner within agreed timeframes
- Manage incident management bridge calls with support teams, on-call support application teams, and management
- Process Improvements – Identify and construct new process frameworks and review, recommend, and document improvements to established processes
- Responsible for OOW, Total solutions, and in-warranty extension sales
- Perform work in accordance with standardized policies and procedures
- Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures
- Document problems in the support solution database (Delta/Salesforce) and ensure proper escalation procedures are followed
- Responsible for customer satisfaction through effective handling of customer problems
- Responsible for providing telephone/email/chat support and remote diagnostic technical support related to installation, operation, configuration, customization, performance, and usage of assigned products (laptops, desktops, printers, networking devices, and other peripherals)
- Responsible for dealing effectively with customers using appropriate interpersonal and rapport- building styles and methods to provide technical support
- Follow up and make scheduled callbacks to customers wherever necessary
- Responsible for achieving sales goals (both revenue and margin)
- Have been a dynamic member of the Support Group for training new hires whenever required
- Introduced troubleshooting steps and resolutions for third-party software used in windows-based systems
- Perform confidently and authoritatively in the role of incident management subject matter expert and lead customer personnel in responding to fast-paced incidents
- Have been a prominent member of the Team
- Performed complex mechanical alignments and calibration of equipment to quality standards.
Senior Process Executive
Cognizant Technology Solutions India Private Limited
04.2016 - 12.2016
- Identify and diagnose issues and problems
- Categorize and record reported queries and provide solutions
- Support problem identification
- Advise users on an appropriate course of action
- Monitor issues from start to resolution
- Escalate, if needed, unresolved problems to a higher level of support
- Provide essential online security advice and support
- Following ITIL process guidelines which include handling requests and incidents on a daily basis and troubleshooting according to the SLA
- Experience with remote desktop applications and help desk software
- Providing timely and accurate customer feedback
- Talking to customers through a series of actions to resolve a problem
- Following up with clients to ensure the problem is resolved
- Managing one or more customer service or service desk functions
- Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services
- Determined change management needs and defined behaviors for effective program management.
Customer Support Associate II
Convergys India Services Pvt. Ltd
09.2015 - 03.2016
- T
- To resolve and explain customer/client queries related to their AT&T U-verse (TV, Internet,
- Homophone) services
- Offer all the best U-verse options available including upgrades and new services to the customer/client
- Provided primary customer support to internal and external customers.
Subject Matter Expert, iEnergizer IT Services Pvt. Ltd
03.2014 - 09.2015
- Prominent Member of the Compliance Team for the Project
- To audit calls and check whether all the parameters as per company guidelines are being followed properly by the Level 1 engineers and to check agent is not being rude and casual with the customer
- To check transactions (General and Technical) made on the Company's CRM Tool (GCIC)
- Responsible to monitor the call back module has been followed properly
- To connect with Samsung service centers based throughout the country to identify and escalate priority issues as per client specifications
- To diagnose issues & problems of SAMSUNG devices and provide technical troubleshooting, and solutions to fix and resolve issues related to software, operating systems, settings, and other technical features by providing REMOTE SUPPORT
- Led corporate-wide initiatives to help guide enterprise and business-level goals.
Education
B. Tech - Electronics and Communication Engineering
Punjab Technical University
12th - Science Education
Central Board of Secondary Education
10th - Science Education
Central Board of Secondary Education, PIEAR
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07.2010 - 08.2010
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BSNL
06.2011 - 07.2011
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12.2012 - 05.2013
Skills
Problem ResolutionUser supportProcesses and proceduresClient and Customer relationshipTime management, and TeamworkTechnical and Application supportCisco WebEx and Control HubBasic knowledge of JIRA and KibanaWindows and Basic NetworkingIT Service Desk and Desktop supportRemote SupportAnalysis & Evaluation
Solutions-focused sales
Server Support
Certification
Certified [ITIL 4 Foundation], [ AXELOS Global Best Practice] - [Jan 2022]
Hobbies
* Watching Movies.
* Cricket.
* Music.
* Exploring new places and Travelling.
Interests
Smartphones
News
Cooking
Investing time with friends
Timeline
Technical Consultant
IBM
05.2022 - Current
Professional II
Capgemini Engineering
04.2019 - 05.2022
Technician
Dell
04.2017 - 04.2019
Senior Process Executive
Cognizant Technology Solutions India Private Limited
04.2016 - 12.2016
Customer Support Associate II
Convergys India Services Pvt. Ltd
09.2015 - 03.2016
Subject Matter Expert, iEnergizer IT Services Pvt. Ltd
03.2014 - 09.2015
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12.2012 - 05.2013
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BSNL
06.2011 - 07.2011
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07.2010 - 08.2010
B. Tech - Electronics and Communication Engineering
Punjab Technical University
12th - Science Education
Central Board of Secondary Education
10th - Science Education
Central Board of Secondary Education, PIEAR