Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Awards
Hobbies and Interests
Certification
Disclaimer
Timeline
Generic
RAJIV MENON

RAJIV MENON

Pune

Summary

Experienced Technical support engineer along with technical advisor having overall 6+ years or experience, results-oriented with exceeding customer expectations and improving overall satisfaction. Skilled in resolving complex technical issues, implementing efficient troubleshooting processes, and collaborating with cross-functional teams to enhance product stability. Adept in driving customer success and revenue growth through innovative solutions and exceptional problem-solving skills and abilities. Strong self-motivator with exceptional work ethics having skills in providing exceptional assistance in client and internal practice development project.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Subject Matter Expert/ Senior Escalation Engineer

Concentrix (Microsoft)
Pune
01.2021 - Current
  • Successfully resolved over 95% of customer technical issues within the first contact, meeting the companies target and meeting the customer satisfaction
  • Advanced from a base level role to the highest customer facing role within the first year with consistently reviewing technical documentation and procedures
  • Developed and delivered technical training sessions for internal teams, resulting in a 40% increase in their ability to independently troubleshoot and resolve common technical issues
  • Played a key role in successful migrations of multiple customers infrastructure to a cloud-based environment, resulting in hardware costs and improved scalability
  • Also, worked as an Acting Tier 2 role for a period of 3 months to help team with meeting the deadlines and working with the escalated and Severity A cases where customers required 24/7 support and helped to resolve the issue much quicker by working with back-end team which helped customers with their business continuity and preventing any loss
  • Identified and solved technical issues with a variety of diagnostics tools
  • Defined, documented and logged best practices technical practices
  • Upheld Microsoft's high priority security protocols and level of customer service and satisfactions.

  • Provided technical support to customers and internal teams for escalated issues.
  • Monitored incoming service requests and provided timely responses to ensure customer satisfaction.
  • Resolved escalated tickets by researching, analyzing, diagnosing, and identifying solutions.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

Data Analyst

Black Diamond Industires provate limited (S.E.C.L)
Korba
01.2019 - 01.2021
  • Managed large data project, including workflow scheduling, data entry and accuracy verifications with compiled data and reviewed information for prior to input
  • Worked on GEM (Government E-Market) portal to submit bidding documents and to participate in a new tender project
  • Also, monitored tender notices to meet and acquire new project requirements
  • Maintained ongoing communication with relevant departments to confirm accurate data and drafted reports to upper management as directed
  • Located and corrected data entry tasks with accuracy and efficiency and also conducting site visits to evaluate progress and discuss operational issue
  • Multi tasked across systems and applications, analyzed and resolved technical issues and comfortably navigate a work environment.

Associate Consultant

Capgemini (Morgan Stanley)
Pune
01.2015 - 01.2019
  • Implemented problem-solving strategies when business needed to re-energize and contributed success of a client's organization by improving performance, ticket solving, job satisfaction and training program
  • Helped team optimize efficiency of current system by conducting training sessions and also strengthened storage systems to enhance efficiency
  • Ensuring all green checks in both QA and UAT environment by reviewing internal systems and addresses areas in need of improvement
  • Provided updates to all stake holders on key milestones for project by providing outstanding services to client to extend and maintain relationship for future business opportunities
  • Devised strategies to improve organization efficiency and optimize group management along with branding improvement initiatives and troubleshooting problems for corrective actions.

Education

Bachelor of Engineering -

Anna University
01.2015

High Secondary certificate -

Delhi Public School
01.2011

Secondary School Certificate -

St. Dominics Convent English Medium School
01.2010

Skills

  • Research capabilities
  • Strong analytical skills
  • Strategic Thinking
  • Problem-solving aptitude
  • Multitasking
  • Adaptability and Flexibility
  • Time management abilities
  • Problem-Solving
  • Excellent Communication
  • Teamwork and Collaboration
  • Interpersonal Communication
  • Effective Communication
  • Analytical Thinking
  • Continuous Improvement
  • Improvement plan knowledge
  • Self Motivation
  • Decision-Making
  • Goal Setting
  • Task Prioritization
  • Organizational Skills

Personal Information

Nationality: Indian

Languages

  • English
  • Hindi
  • Malayalam
  • Tamil

Awards

  • Microsoft Application Development
  • Microsoft 365 Fundamentals
  • Basic Linux Training
  • Cloud Foundation Services (CFS)

Hobbies and Interests

  • Bike riding
  • Tech Savy especially for Mobile devices
  • Travel Enthusiast

Certification

  • Microsoft Application Development.
  • MS-900 Microsoft 365 Fundamentals
  • Basic Linux Training
  • Cloud Foundation Service (CFS)

Disclaimer

I certify that the information provided in this resume is true and accurate to best of my knowledge. I hereby declare that the details furnished above are true and correct.

Timeline

Subject Matter Expert/ Senior Escalation Engineer

Concentrix (Microsoft)
01.2021 - Current

Data Analyst

Black Diamond Industires provate limited (S.E.C.L)
01.2019 - 01.2021

Associate Consultant

Capgemini (Morgan Stanley)
01.2015 - 01.2019

Bachelor of Engineering -

Anna University

High Secondary certificate -

Delhi Public School

Secondary School Certificate -

St. Dominics Convent English Medium School

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