PANKAJ RANA

Key Responsibilities:

• Interpreted client objectives to define and deliver actionable roadmaps.
• Delivered first-line technical support to customer growth teams, facilitating rapid response to issue investigations.
• Trained customers and employees on platform updates, increasing ease and enjoyment of use.
• Defined solutions to complex challenges and made recommendations to improve customer outcomes.
• Prepared proposals outlining requirements, potential solutions, and required resources, timelines, and costs to achieve objectives.
• Works on JIRA (Atlassian) tool to report bugs, and log Tickets.
• Manage Apple Connect and Developer Console along with License.
• Manage Google Play Store.
• Create and manage Push Certificates for the new and old client apps.
• Testing of Android, IOS, and PWA apps.
• Coordinate with International clients and provide Product KT, Onboarding, and technical assistance.
• Create new apps and handle client events.
• Manage HubSpot CRM tool.
• Manage Teamwork ticketing tool.
• Responsible for patching new apps on the Apple Store and Google Play Store.
• Forecasted risk and identified solutions to limit disruption to customer growth plans.
• Create new articles on the Knowledge base in HubSpot.
• Create new apps and modifications in old apps in the Production and Developer console.
• Engaged technical and non-technical audiences with presentations through clear, concise communication.
• Built and nurtured stakeholder relationships to improve investment with customer growth schemes.

• Analyzed operational and financial data to inform resource allocation, making key decisions to meet established benchmarks.
• Built strong rapport with internal and external stakeholders to support ongoing growth and success.
• Improved staff retention and morale with consistent performance evaluations and team-building incentives.
• Evaluated operational pain points and integrated actionable solutions to reduce bottlenecks and increase efficiency.
• Boosted customer satisfaction scores through fast and knowledgeable issue resolution.
• Response SLA for all incidents logged
• Respond to user queries on emails and calls
• Always ensure high-quality customer service via email, phone, or other channels
• Manage email queues efficiently without missing logging tickets
• Escalating on the incidents as per the defined escalation matrix
• Follow-ups for open calls till closer and with a proper update
• Correct assignment while ticket creation
• Call closure to have high-quality
• Correct record of classification and prioritization
• Right and timely updates on open incidents or service requests in the remedy tool
• Resolution on First Call - Through Remote Support
• Reduction in Incident Volume and Trends
• Accuracy in Categorization and Assigning of Tickets.

• Developed knowledge-sharing methodologies, diagnostic tools, and creative processes to improve end-user experience.
• Supported high-volume customer requests via telephone, email, and web portals with professional and first-class service.
• Troubleshot and repaired Microsoft-based operating systems, networking, and IT infrastructure.
• Set up emails, phones, and general hardware technical support capabilities.
• Diagnosed hardware and software issues, swiftly resolving technical disruptions.
• Handled and resolved technical questions, communicating clearly to non-technical audiences for easy understanding.
• Installed and configured operating systems and applications for optimum functionality.
• Delivered training sessions to end-users, promoting efficient use of IT resources.
• Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
• Troubleshoot operating systems, hardware, and software problems to identify root causes.
• Logged and followed up on unresolved issues and edge cases not covered by internal resources.
• Assisted wider customer service teams to produce external user guides and internal support tools.
• Investigated and diagnosed customer's technical and product queries.
• Acted as a reliable Subject Matter Expert (SME) by providing prompt and accurate expertise to other support agents.
• Installation/Configuration and Remote support for CISCO 800M Routers.
• Provides support for HCI Servers.
• Provides support for Virtualisation and VMware through putty and JBoss applications.
• Provides Support for GIS maps and layers.
• Implementation and configuration of Systems at Public Safety Answering Points (PSAPs).
• Implementation and configuration of VOIP Phones.
• Installation of ERSS Application and related software.
• Installation, Monitoring, and reporting of Matrix Devices for PRI Line.
• Support for Wintel.
• Installation and configuration of Mobile Data Terminals (MDTs) in PCR Vehicles.
• Remote Support for implemented Systems at District Coordination Centres (DCCs).
• Training to Clients/Customers of the Project (i.e., Police, Fire, and Medical).
• Documentation and Further Support Technical/non-technical.
• Project and Client/customer follow-up as necessary and documented.

• Manage the e-helpline Ticketing tool of Wipro Infotech.
• Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
• Translated lengthy troubleshooting steps by breaking down and simplifying instructions.
• Acted as reliable Subject Matter Expert (SME) by providing prompt and accurate expertise to other support agents.
• Delivered complete set-up assistance for networking systems, IP phone equiment and related IT gear.
• Offered technical expertise to contribute to 2nd and 3rd line of support.
• Drove short-term troubleshooting and long-term improvement efforts across multiple platforms.
• Troubleshot operating systems, hardware and software problems to identify root causes.
• Support for Wintel.
• Support and Manage Antivirus and updates.
• Support for Tablets/iPads and Mobile Applications and network issues.
• Windows Installations and System formatting
• Support for Scanner and Printers.
• Provide the closer of tickets within the time frame.
• Manage the Company's Software like italic/Citrix etc.