PAVAN HARISH
Bengaluru
Summary
Dynamic Support Specialist with extensive experience at VMware, excelling in SaaS troubleshooting and customer onboarding. Proven track record in issue escalation and process improvement, consistently enhancing customer satisfaction. Skilled in Salesforce reporting and peer mentoring, fostering team collaboration to achieve operational excellence. Recognized for effective communication and problem-solving abilities.
Overview
16
16
years of professional experience
Work History
Support Specialist II – Escalations
VMware by Broadcom
11.2023 - 09.2024
- Handling support escalations.
- Onboarding issues and bug fixing.
- Providing enterprise technical support for perpetual and Saas offerings.
- POC for customer account transition from VMware customer base to Broadcom.
- Working closely with internal teams to fix customer escalated and or migration issues.
Support Specialist II - Escalations
VMware Inc
01.2023 - 11.2023
- Handling support escalations.
- Contract and order related escalations.
- Social media escalations.
- Onboarding issues and bug fixing.
- Have created reports for managers to publish in the WBR with the management.
- Peer mentoring and training new folks.
- Updating and creating knowledge base articles.
- Creating and publishing team reports weekly.
- POC for case health check.
- Assigning cases for evaluation, sharing reports, and providing feedback to the team members.
- Handling weekly calls with social media managers globally discussing about the cases and reports, finding ways to improve customer experience.
- Part of DSAT analysis project.
Support Specialist
VMware Inc
05.2020 - 01.2023
- Handled SaaS queries through chat.
- Handled refund and OEM queries.
- PAC redemption issues.
- Handled social media queries.
- Have been part of UAT for new product launches and portal upgrades.
- Peer mentoring and organizing team meetings to provide latest updates to the team as part of process readiness.
- Updating and creating knowledge base articles.
- Worked on Qman generalization project, and trained people globally for the same.
- Closely interacted with the managers for Qman generalization to go live across all centers.
- Publishing reports for the team using SFDC and SAP BI tool.
Licensing Specialist
VMware Inc
03.2018 - 08.2020
- Assisting customers with licensing queries on calls, web and chat.
- Checking customer environment if the licenses are under compliance.
- Handling customer queries in regards to evaluation license request.
- Working with the order management team to process pending license orders.
- Providing evaluation keys and handling ELA order queries.
- Generating license reports, using SAP BI tool.
- Modifying support contracts through Oracle.
Customer Support rep II
VMware Inc
01.2016 - 03.2018
- Assisting customers in creating support requests and portal queries.
- Updating customer interactions, comments, and complaints on the case and assigning an engineer.
- Ensuring customer satisfaction and providing professional customer support.
Sr Customer Care Co-Ordinator
Hewlett Packard
02.2014 - 01.2016
- Act as single point of contact for any escalations for all the Accor group of hotels globally.
- Processing payments through a secure payment gateway for the bookings made.
- Assisting guest in preponing / postponing / modifying the bookings.
- Always a consistent performer and been awarded as the highest converter across the floor and for achieving the quality standards.
- Been a team player by peer mentoring and assisting the new reps on the floor.
Transport Manager
MM Logistics Pvt Ltd
12.2012 - 01.2014
- Ensuring implementation of day-to-day activities of transportation.
- Supervise schedule, tasks and other related functions.
- Ensure maintenance of vehicles in good running condition.
- Initiate cost efficiency measures in transportation operations.
- Manage, supervise and monitor fleet operations.
Customer Support Co-Ordinator
Ocwen Financial Solutions
03.2010 - 11.2012
- Collections of mortgage payments from current and delinquent loans.
- Assisting homeowners/customers with the American federal government program to get the account current.
- Assisting homeowners/customers by modifying mortgage loans and tenure as per their income and expenses.
- Also assisting them with general queries and providing a one call resolution for the customers.
- Have mentored the team in achieving the required quality as per the process.
- Have monitored people on OJT and provided feedback.
- Trained new reps in the team (acting SME).
Customer Sales Executive
E4E Business Solutions
01.2009 - 08.2009
- Assisting customers in buying and renewing anti-virus software like NIS, NAV, N360 depending on his needs.
- Assisting customers with trouble shooting issues while installing the software.
- If customer is not able to troubleshoot as advised, then we would take an access of his system and transfer to technical team for further trouble shooting.
Education
B.com -
BangaloreSkills
- MS Office
- SaaS troubleshooting
- Office 365
- Salesforce Reporting
- Salesforce Service Console
- SAP Reporting Tool
- Bug fixing
- Technical support
- Customer onboarding
- Knowledge base management
- Data analysis
- Report generation
- Customer relationship management
- Team collaboration
- Feedback sharing
- Peer mentoring
- Effective communication
- Problem solving
- Issue escalation
- Process improvement
- IT consulting
- Technical issues analysis
- IT ticket documentation
- Time management abilities
- Training and coaching
- Technical troubleshooting
- Project coordination
- Call management
- Incident management
- Interpersonal communication
- Self motivation
- Goal setting
- Application support
- Support services
- Incoming call management
- Problem-solving
- IT documentation
Phone
91, 9886369382
Master Programs And Certifications
- Customer Success Management Fundamentals
- Customer Experience Fundamentals Program
- VCA - VMware Certified Associate
- VCA DBT - VMware Certified Associate - Digital Business Transformation
- VCP - VMware Certified Professional
- DMCA - Digital Marketing Certified Associate
Computer Skills And Courses
- Hands on MS Office
- Office 365
- Salesforce reporting and categorization
- Hands on Salesforce service console tool
- SAP reporting tool
Timeline
Support Specialist II – Escalations
VMware by Broadcom
11.2023 - 09.2024
Support Specialist II - Escalations
VMware Inc
01.2023 - 11.2023
Support Specialist
VMware Inc
05.2020 - 01.2023
Licensing Specialist
VMware Inc
03.2018 - 08.2020
Customer Support rep II
VMware Inc
01.2016 - 03.2018
Sr Customer Care Co-Ordinator
Hewlett Packard
02.2014 - 01.2016
Transport Manager
MM Logistics Pvt Ltd
12.2012 - 01.2014
Customer Support Co-Ordinator
Ocwen Financial Solutions
03.2010 - 11.2012
Customer Sales Executive
E4E Business Solutions
01.2009 - 08.2009
B.com -
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