Pratik Bihangam

• Project : Zendesk Presales (Feb -2023 - till date )
• CRM functional consultant.
• Knowledge of workflow, D365, Onpremise and Plugin customization.
• Handling support and sales in Zendesk, provides customer support and product support.
• Created tickets workflow on Zendesk instance.
• Learned Zendesk foundational path courses and also completed training.
• Handling US customers for setting up and configuration of their Zendesk instance.
• Configuration off all product, Zendesk support, messaging, talk, chat and Explore.
• Handling different kind of subscriber package, OTCA, pro launch, growth launch.
• Knowledge of Omnichannel routing, Chat bot & Answer Bot.
• Helping customers with help desk portal and guide, reporting of tickets and articles related to Zendesk.
• Creating Views, SLA, Automation, Triggers, Organization, Users, Agent interface
• Integration with SLAC, Jira with Zendesk.
• Knowledge of App integration like Round Robin, Pager duty.
• API and SSO integration with Zendesk.
• Creating reporting and documentation also required articles.
• Completed training on Zendesk support and certification with badge.
• Created documentation with solution for bulk number of use cases for support and sales and uploaded relevant video on K-point.
• Completed Explore/Analytics certification course on Zendesk with badge.
• Zendesk Guide/Self service training course completed with badge.
• Completed training on Zendesk Talk/Voice and earned badge.
• Zendesk Messaging / Chat completed with quiz test and implementation on chat/bot and also earned badge.
• Prepare onboarding project scenario documentation for end users and customers.
• Prepared Knowledge based article on help centre and guide.
• Worked on Zendesk trial instance and implemented all scenario.
• Completed training on Zendesk Sell users and Zendesk Sell Admin with 100% score and earned badges.
• LinkedIn 9 certification training completed with quiz related to customers support.
• Knowledge of all Zendesk backend Admin features.

• Project : Logics CRM product ( IRS Logics )
• Handling Logics CRM IRS Logics a cloud based software.
• Generating and sending out up-to-date IRS forms.
• Monitoring all billing and leads activities, Task management.
• Working on IRSLogics built-in reporting tools.
• Handling US clients on Call/Email/Chat
• Help with testing of Bugs in the CRM.
• Assisting customers queries on IRS Logics application.
• API integration and documentation.
• API Post and API Get method knowledge.
• Assisting customers with basic API queries.
• Webhook creation and integration with another application.
• Handling Ticketing Tool " Zendesk".
• Handling "Zendesk" full - fledged on frontend, assigning new tickets, applying macro.
• Merging and creating new tickets on client behalf.
• Monitoring all the started, open, done and hold tickets.
• Providing solution on the same thread/conversation of the ticket to our client.
• Changing status and priority accordingly.
• Scheduling training sessions and Demo for New/Existing clients.
• Account management and training.
• Sign -up new clients on standard and premium accounts
• Floor support for the Help Desk Team.Handling the accounts of new clients and setting up of their accounts.
• Knowledge Management, maintaining and updating all knowledge based articles for support.
• Assisting on integrating Merchant Accounts to successfully run payments.

As “Senior Technical Support” – 3.10 year’s of experience.

➢ Installing and Configuring SQL Server.

➢ Monitored & Managed SQL Server Versions(2005, 2008,2008R2, 2012,2014 & 2016 (Server & Client).

➢ Uses Sql Stored Procedure, Sql Queries, Sql Function’s, Sql Server Agent.

➢ Join and their Types,Insert into,sql commands.

➢ Monitored and Managed MS SQL Server Databases and MY SQL Server Databases.

➢ Troubleshooting & Configuring IIS in Windows Server 2003, 2008 and 2012, XP, WIN 7 & 8.

➢ Installation & Configuration and Web Hosting of Essl web software.

➢ Windows Server(2003,2003R2,2008,2008R2,2012,2012R2)

➢ Windows Os(XP,7,8,10,2000)

➢ Troubleshooting of Network connectivity issues part.

➢ Installation and Managing Networking Device’s Switche’s, Router, and Wireless Access Point.

➢ Working Knowledge LAN,WAN,MAN,DNS,DHCP,Protocol’s,Port, OSI Model,TCP-IP.

➢ Providing Technical Support in Biometric Devices like IP Based Standalone, Proximity, Finger Print, Face Recognition, MultiBiometric Identification Devices.

➢ Giving network and software related support to customers by taking remote access of their PC via,Teamviewer, Ammy Admin, Any Desk etc.

➢ Training and Demonstration of Biometric Products to Dealers & Clients.

➢ Product Support of Access control device, Cloud based device, Reader’s,Card’s e.t.c.

➢ Preparation of daily work reports, Good analytical and problem solving skills.

➢ Updating Firmware in Biometric devices.

➢ NAT & PAT configuration.

➢ Configuring GPRS, Wi-Fi, Push Data Technology in Biometric Devices with Web Server Software.