Saurabh Gupta

• Basic Troubleshooting for Switches and Routers.
  Cable Connections, Check Power Supply, Link Status. Reboot the Switch. Power Cycle the Router. Check Internet Connection. Inspect Network Cables. Check Router Settings.
• Dealing with RMA operations in Cambium Networks for wireless networking devices and switches.
  Coordinating with Enterprises, vendors and logistic partners for RMA process.
• Receive RMA requests from enterprises or vendors.
• Verify product warranty and eligibility for return.
• Communicate RMA status, gather necessary information, and provide updates to the customers.
• Collaborate on product returns and replacements, ensuring compliance with policies.
• Organize shipping and tracking for returned devices, ensuring timely processing.
• Maintain accurate records of RMA requests, approvals, and returns.
• Generate and store shipping labels and tracking information.
• Assess returned devices upon receipt to determine fault and eligibility for replacement/repair.
• Ensure smooth logistics for both sending replacements and receiving returns.
• Analyze RMA trends and issues to improve product quality and reduce future RMA occurrences.
• Helping customers elevate their devices. Issuing credits and activating devices by generating the keys.
  Coordinate with the tech team to handle device and license transfers.

Dealing with PTP, PMP, and ePMP devices of all types.

• Technology & Tools Used: Google workspace admin console, salesforce, Google meet, Google Admin dig tool, Speakeasy
• Troubleshoot issues related to every aspect of Google workspace admin console like: Users, Groups, Organizational units, Security: 2SV, Audit log, Devices, Billing, Admin roles and Data Migration, email issues, MX record, SPF, DMARC, DKIM, Domain verification, website hosting issues
• Troubleshoot workspace related products such as Gmail, Drive, hangout, sheets, slides, docs, meet, sites, forms
• Solving cases via chat, pqm/email in salesforce
• Add/delete users and organizational units in admin console
• Suspend/restore users accounts
• Assistance in adding/removing/renewing domains
• Assistance in creating domain alias and email alias
• Assisting in updating MX records to domain DNS settings to verify domain and activating Gmail
• Assisting in updating MX records to domain DNS settings to verify domain and activating Gmail
• Assistance in email related request/issues
• Set name formats, enable user preferences such as themes, read receipts and email delegation in Gmail
• Setting up routing/forwarding in Gmail using Google workspace admin console
• Whitelist/blacklist email domain or accounts
• Set global policies for sharing files outside the organization, and define the default link sharing visibility of new files

• Use to receive the call from all over the world related to the technical issues
• We are dealing with partners as we as end user
• Resellers call us for their order purchase sales invoices and office 365 related issues
• We assist our partner over the related their issues, we can take remote if it is required and try to resolve the within time line
• Hands on Experience with Zendesk for keeping the record
• Use to explain about the process and help them to clear the certification
• Achievements:
• I was the C sat Champ couple of times as well as Productivity Champ

• Handled inbound customer contacts including but not limited to voice, emails and online chat; listens actively to determine customer needs and answers questions
• Demonstrates courtesy, patience and professionalism while providing information to customers
• Researches information to answer and respond to customer inquiries pertaining to Signpost products and services using a telephone computer electronic reference tool, the internet, and manuals
• Provide first contact resolutions that are clear meets the customer’s needs, and confirms the customer understanding of the solution in accordance with contact centre service standards and guidelines
• Applies Sing post customer service standards on each type of contact to suggest appropriate Sing post products and services, to educate customers, and maximize up-sell opportunities
• Determines complexity of inquiry and if it should be escalated and routes inquiry in a timely manner
• Identify and reports unusual or repetitive customer inquiries, complaints or areas of misinformation to Associate Leads and Supervisors
• Creates a record of the type of contact in a computerized tracking system for referral and historical purposes
• Hands on experience of Microsoft Dynamics CRM (Customer Relationship Management)