Shivanshi Dwivedi

Working as Software Technical Support Specialist with Adobe Systems, India, outsourced from Dimensions India Limited, India. Working on the Enterprise Client Product Backend Cloud Server Migration Project.

Project Name: Adobe Sign, Cloud Server Migration.

Overview: The project deals with the act of migrating the complete backend database of Adobe Sign Enterprise Global accounts from the current cloud server (AWS/Azure) to a newly purchased or client-requested cloud server (AWS/Server).

• Cohort (1) - M4/M7 Migration: Migration of the Adobe Sign Admin Management practice from the old Legacy Sign dashboard to the Admin Portal on a requested or purchased Cloud Server (regional basis) as per the contract purchased.
• Cohort (2) - Ad hoc Migration: Migration of Adobe Sign backend and admin management from the existing Admin Portal to the newly purchased Admin Portal.
• Cohort (3) - Cloud Server Migration: Migration of the Client Sign database from one cloud server data center (AWS-AWS, AWS-Azure, or vice versa, and Azure-Azure) and between regional cloud servers.

Job Roles:

• Technical Migration Specialist:

-Realtime usage of Ticketing tools-Zendesk, ServiceNow, CustomerOne to optimize management of raised Migration ticket enhancing customer satisfaction

-Troubleshoot and resolve software issues,SSO Setup, Active Directory linkage, focusing on APIs and system integration.

-Backend database testing performed followed by Frontend admin Interface on Live interaction.

-Bug-JIRA raised to collaborate with the Engineering to identify, report and prioritize software bugs and product enhancement

-Ticket SLAs are followed contributing to the designed KPIs.

-Serve as an expert resource for complex technical issues, resolving escalted support cases with precision and efficiency.

-Collaborate closely with the product team to understand the operational needs and develop automation strategies improving efficiency

-Perfrom account management request analysis to automate routine and manual task

-Conduct Root-cause Analysis for high priority incidents

• Production Process Trainer

-Conduct training to new hires as per the project process guidelines, mentoring to enhance the overall team competency

-Create and maintain detailed documentations knowledge based articles and support resources

-Drive Improvement initiatives to optimize customer support journey.

-Docuement automation processes and orovide comprehensive training materials to enable the support team to effectively use new procedures

-Reporting the Newhire KPI and quality analysis report with the Process management team to enhance the team efficiency and outcome.

-Collaborate cross functionally with Product, Quality and training teams to improce existing workflow and process

• Technical Product Onboarding Specialist

-Cross team collab work with Adobe product Onboarding team

-Contributed to the Adobe revenue generation by analysing the technical request and providing the optimal product and migration overview

-Technical guidance with onboarding team resulted in product Sales.

-Act as Subject Matter Expert for Adobe Sign onboarding team

Project Name: AT&T

Company Overview: Deals with the operation of a major telecommunication and broadcasting company in The United States Of America.

• Provide Frontline IT support to business users over the phone and emails
• Ticket Monitoring and remote support.
• Create Proper documentation using ServiceNow Ticketing Tool
• Tracking of issues and solutions resolving or routing escalations to appropriate team
• Maintaining client SLA's while working with the L2 and L3 network support technician remotely at the Work Centre and assisting them to coordinate with the Business customers in getting the raised ticket of service trouble resolved at the earliest time possible
• Ability to drive process improvement and assist the team mates to move the tickets towards resolution, moreover, communicate with associates to resolve any operational issues/data
• Working as a L1.5 tech support between the business customers and tier 2 and 3 technicians to detect and resolve all the issues
• And prevent similar problems in the future
• Checking the health and reachability of the Routers and circuits on initial stage and assisting the clients to troubleshoot at the basic level before expediting for further investigation
• Working on highly escalated cases with the higher management and simultaneously guide the team members with technical expertise
• Troubleshoot operational issues, identify and prioritize issues based on the severity
• Escalate priority issues as per the client specification to immediate lead and engage L3 on need basis and managing stakeholder communication for ticket handling
• Achieving and maintaining the set records for the allocated KRAs
• Deals with the operation of a major tele-communication and broadcasting in The United States Of America

• Company Overview: Deals with the operation of a travelling smart card named MYKI which is extensively used in Australia as a mode of payment in various travelling vehicles like metros, tramps etc
• Monitor the Application, Handling the Flow of files from the Travelling Devices to the Back Office and Vice versa, Keeping the track of the Software installed in the devices and their upgradation or deletion as per the latest version, creating a record of files entering and getting deleted
• Deriving the java codes which enables us to connect to the database and receive the required information via mails like Files received, Data Count, Success or failure of a running an SQL query, The State of the Application i.e
• The health of the application
• Deals with the operation of a travelling smart card named MYKI which is extensively used in Australia as a mode of payment in various travelling vehicles like metros, tramps etc