Prashant Kumar Srivastav

Noida

Summary

~ Examining the requirements of the consumer, Designing and Implementing virtual assistants (VA) across many channels, platforms, and languages.
~ Prepare the chat bot, user flows, and process flows to communicate interaction effectively.
~ Specify standards, best practice's, and design principles.
~ Monitoring chat bot functionality.
~ User feedback is continually tested, investigated, and evaluated.
~ Knowledge of trends in the workplace, productivity, training requirements, and addressing issues.
~ Excellent at maintaining positive relationships with customers.
~ Competent at handling consumer difficulties.
~ Collaboration across cross-functional teams.

~ Enabling customers to seamlessly engage with support through social, digital channels.
~ Enable support workflows to help customers engage. ~ ~ Provide a seamless support experience that is based on customer persona, is integrated, Intelligent and automated.
~ Improve Unassisted and Augmented Digital support Customer Experience.

Overview

years of professional experience

Work History

Senior Technical Support Engineer

Dell International Services Pvt. Ltd

09.2010 - 03.2023

Maintained response times to support business continuity.
Delivered Tier-3 support and SME input to internal and external customers.
Documented faults and bugs for referral to development staff for use in updates.
Communicated with stakeholders to share critical technical information and deliver project updates.
Performed root cause analysis of reported issues to enact corrections.
Contributed to whitepapers, blogs and videos for marketing, sales and training.
Designed tailored engineering solutions for customers based upon key requirements.
Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
Researched new tactics to better hone responses and shorten remediation times.

Technical Specialist

Convergys India Services Private Ltd

03.2009 - 08.2010

Completed troubleshooting and diagnostics on company resources.
Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.
Trained users on desktops, laptops and mobile devices.
Developed internal best practices, resources and training materials to support IT staff in corporate performance improvement initiative.
Investigated system issues and implemented resolutions to reduce downtime.
Maintained authoritative knowledge through continued education and ongoing training.
Assessed business requirements to create focused solutions.

Process Associate

Genpact India Private Limited

01.2008 - 01.2009

Analyzed process flows and identified areas of improvement to increase productivity and reduce costs.
Monitored and reported on process performance to verify compliance with established standards.
Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
Developed standard operating procedures and document workflows to drive current and future processes.

Education

Bachelor of Computer Applications - Computer And Information Sciences

MCRP University, Gwalior

09.2006

Skills

DevOps
Scenario Manual Design

Process Improvement

Timeline

Senior Technical Support Engineer - Dell International Services Pvt. Ltd

09.2010 - 03.2023

Technical Specialist - Convergys India Services Private Ltd

03.2009 - 08.2010

Process Associate - Genpact India Private Limited