Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Pankaj Tandon

Bengaluru,KA

Summary

Experience in designing secure, cloud-based application which are highly resilient to failure.

Overview

16
16
years of professional experience
1
1
Certificate

Work History

Technical Support Engineer

Salesforce
Bengaluru, KA
06.2023 - Current
  • Supporting Tableau products and continue to build technical skills to support global customers with their issues. This will involve debugging, troubleshooting, and taking responsibility to see that issue is fully resolved, including handling escalations
  • Achieve KPI goals consistently such as Productivity, CSAT, TTR
  • Act as trusted advisor to customer on issues related to their Tableau products and infrastructure resulting in high customer satisfaction
  • Collaborate with different teams such as TAMs, Sales, Ops Admins, Dev etc. at Tableau to provide seamless experience to customer
  • Identify and improve documentations and processes
  • Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers
  • Review support cases for technical and troubleshooting accuracy
  • Replicate issues (in-house)and provide solutions and RCA's within stipulated time
  • Make effective use of communication channels such as email, calls and other electronic methods to interact effectively with customers
  • Maintained response times to support business continuity.
  • Proactively identified opportunities for process improvements, enhancing overall support quality and client satisfaction.
  • Partnered with engineering teams to communicate customer feedback on product features and usability, driving continuous improvement initiatives.
  • Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.

Technical Lead

Concentrix
Gurgaon, HR
03.2021 - 05.2023
  • Troubleshoot & manage Microsoft Azure client's Issues on daily basis.
  • Maintain & update systems Within AVD/WVD environment.
  • Maintain & update patch management system.
  • Perform regular data & system backups as required for servers.
  • Upgrading Operating System as needed to improve efficiency and consistency
  • Responsible for installation and configuration of Azure services.
  • Manage resource groups
  • Manage role-based access control
  • Manage and create storage account.
  • Deploying VM's
  • Provide technical assistance for all services desktops and services that apply to deployed Configuration.
  • Knowledge of Azure PowerShell
  • AD account configuration related issue like password and MFA configuration.
  • Knowledge and hands on experience on RDS, storage and backup.
  • Transferring KB to Teir -1
  • Handling real time Escalations.
  • Manage and support Cluster HA system.
  • Plan for Hyper-V scalability in Windows Server
  • Live Migration Overview
  • Check disk , RAID and Storage Pool
  • Cluster Aware-Updating (CAU) and Rolling Upgrades
  • Providing RCA
  • Evaluated and recommended new tools and technologies that resulted in increased development efficiency and up-to-date technical skillsets within the team
  • Mentored junior developers through regular 1-on-1 meetings, providing guidance on best practices, coding standards, and career growth opportunities

Technical Support Associate

Adobe
Greater Noida, UP
02.2012 - 02.2015
  • Provide necessary technical and sales support to Adobe product users.
    Ensure Customer satisfaction by providing accurate product.
  • Provide technical support for consumers from all over world, primarily United States.
  • Answering incoming support request , Inquiries via telephone, email, Ticketing system and chats to troubleshoot problems.
  • Worked on adobe cloud
  • Responsible for migration on prem storage to cloud
  • License management.
  • Have worked on cloud desktops and remote systems for mac OS and latest windows.

Senior Technical Support Engineer

Convergys
Gurgaon, HR
05.2011 - 12.2011
  • Provide necessary Technical and sales support to At&T product users.
    Ensure Customer satisfaction by providing accurate product.
    Provide Technical support for consumers from all over world, primarily United States.
  • Handling all queries related to settings of AT&T devices, Broadband and accounts.
  • Hands on troubleshooting on modem. Having capability to convey ttroubleshooting steps to customers over phone.

Senior Technical Support Engineer

VCustomer
New Delhi, DL
07.2008 - 05.2011
  • Managing and supporting Linksys Technical Services (US &Canada) for Data Communication and Network Management.
  • Providing technical support and handling pre-sales queries over phone.
    Hands on troubleshooting on wireless device installation. Having capability to convey troubleshooting steps to customers over phone. Letting them understand root cause of tissue.
  • Installation, Configuration and Administration of different Linksys devices. To some extent deal with issues related with operating system. Platforms: Windows98 /ME /2000 /XP /Vista and to some extent MAC.
  • Hardware: Routers, Switches, Hubs, Firewalls, Print Servers, Network Disk Drive, LAN cards, Wireless router, access point and repeaters, Wireless Network cards.

Education

Bachelor of Science - Information Technology

Lingyas Institute Of Management And Technology
Faridabad
08.2008

Skills

  • Virtualization
  • Remote Desktop Server
  • Microsoft Azure
  • VMWare
  • Storage, Backup and Restore
  • Hyper V
  • Cluster
  • Tableau Server and Cloud

Certification

  • Azure 800
  • Azure 801

Timeline

Technical Support Engineer

Salesforce
06.2023 - Current

Technical Lead

Concentrix
03.2021 - 05.2023

Technical Support Associate

Adobe
02.2012 - 02.2015

Senior Technical Support Engineer

Convergys
05.2011 - 12.2011

Senior Technical Support Engineer

VCustomer
07.2008 - 05.2011

Bachelor of Science - Information Technology

Lingyas Institute Of Management And Technology

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Pankaj Tandon