Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic
Prateek Pathak

Prateek Pathak

Ghāziābād

Summary

Dynamic Technical Support Executive with a proven track record at Tech Mahindra, excelling in troubleshooting VoIP services and enhancing user experiences. Adept in incident management and compliance, I leverage strong communication and leadership skills to drive process improvements and deliver impactful training, ensuring seamless operations and client satisfaction.

Overview

11
11
years of professional experience

Work History

Technical Support Executive

Tech Mahindra
Noida
01.2022 - Current
  • Provide technical assistance to users experiencing issues with AT&T Office@Hand VoIP services.
    Diagnose and troubleshoot call quality issues, connectivity problems, and configuration errors.
    Assist in resolving issues related to softphones, desk phones, mobile applications, and integrations.
    Escalate unresolved technical issues to higher-tier support or AT&T Office@Hand engineers as needed.
  • System Administration & Configuration
    Set up and configure new users, extensions, voicemail, call forwarding, and call routing.
    Manage user access, roles, and security settings within the Office@Hand platform.
    Implement call flow and auto-attendant configurations based on business needs.
    Ensure proper integration of Office@Hand with other business applications (e.g., Microsoft Teams, Salesforce, etc.).
  • Expertly troubleshoot Cisco Webex application issues, including meeting disconnections and audio troubles, for a premier US banking institution
  • Proficient in diagnosing and resolving conferencing faults for users via phone, chat, and email support channels
  • Skilled in addressing network-related issues by coordinating with local carriers to ensure seamless conferencing and Webex user experiences
  • Delivered comprehensive training to professionals on leveraging Webex Meet and Webinar functionalities to maximize productivity.
  • Incident Management & Reporting
    Track, log, and document support tickets and resolutions using a ticketing system.
    Provide regular reports on system performance, user issues, and service improvements.
    Collaborate with AT&T support teams to resolve major incidents and outages.
  • Compliance & Security
    Ensure VoIP configurations comply with company security policies and industry standards.
    Implement security best practices, including multi-factor authentication (MFA) and encryption for voice data.
    Stay updated on compliance requirements such as HIPAA or GDPR if applicable.

Sr. Claims Analyst

EXL.COM
Noida
02.2014 - 01.2022
  • Expedited claims resolution with efficiency, ensuring swift progression to completion.
  • Claims Investigator, Subrogation, Ownership, and Litigation.
  • Consistently disseminated updates to keep the team informed and aligned.
  • Aged claims handler.
  • Acquired cross-functional expertise in finance, invoice processing, and business migration.
  • Contributed to process improvement by regularly proposing innovative ideas. Bridging knowledge gap between onshore and offshore teams.
  • Delivered comprehensive training to new hires, facilitating their sign-off and providing mentorship

Education

Diploma in Computer Science -

NIIT AGRA
01.2009

Bachelor of Commerce -

DR. B.R. AMBEDKAR UNIVERSITY AGRA

TTT Level 1 Certification -

EXL SERVICES

Skills

  • TECHNICAL SUPPORT EXECUTIVE
  • CLOUD BASED VOIP PHONE SERVICES
  • CLAIMS
  • CUSTOMER SERVICE
  • AUTOMATION
  • WEBEX AND CONFERENCING SERVICES
  • CERTIFIED INHOUSE TRAINER

Languages

ENGLISH, HINDI

References

References available upon request.

Timeline

Technical Support Executive

Tech Mahindra
01.2022 - Current

Sr. Claims Analyst

EXL.COM
02.2014 - 01.2022

Diploma in Computer Science -

NIIT AGRA

Bachelor of Commerce -

DR. B.R. AMBEDKAR UNIVERSITY AGRA

TTT Level 1 Certification -

EXL SERVICES

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Prateek Pathak