Susheel Bhat

• Part of the Microsoft Dynamics CRM Production Support Team.
• To provide proactive, timely, effective and efficient support to the business users.
• To perform production support activities which involve assignment of issues and issue analysis and resolution within the specified SLAs
• To own issues and projects, and work with the various teams to develop solutions for the users.
• Work in the Production support team; Provide front-line support for incoming issues to ensure timely and effective resolution of user issues, queries and projects
• Actively manage all incidents and issues to proper closure – escalate issues as appropriate to necessary teams and management
• Analyse, document and track all actions taken throughout the lifecycle of the issue including decisions made, successful and unsuccessful actions taken, and final steps executed for resolution. Evaluate documented resolutions, analyse trends, and make recommendations to prevent future occurrences of similar issues
• Participate and collaborate with the development team in requirements gathering, clarification, and analyse impacts on issue or users requirements
• Assist the application development team as needed by validating fixes or enhancement to ensure problems have been adequately resolved
• Embrace standard Change Control Management practices, procedures and guidelines for application releases
• Experience working with at least one of the ticketing software i.e Remedy.
• Hands on experirnce of handling ticket in UFIX crm application having telecom domain.

• Proficient in Citrix applications and to resolve application issue within the time frame.

• Taking Remote of user's system for installing/ troubleshooting.

• Having Active Directory knowledge .

• Handling such issues Gsuite/ Gmail on Gmail and phone.

• Excellent soft Communication Skills.

• Monitoring Solarwinds/ Pingdom Alerts for server/ website.

• Basic Knowledge of public & private DNS , FTP and SFTP servers.

• Create and maintain process documentation.

• Technical Support Engineer responsibilities include resolving issues, installing software and using remote tools to provide immediate support.

• Taking ownership of customer issues reported and seeing problems through to resolution .

• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues .

• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams(Timely closing the tickets and ensuring to meet 100% SLA).

• Ask customers targeted questions to quickly understand the root cause of the problem.

• Track computer system issues through to resolution, within agreed time limits.

• Prioritize and manage several open issues at one time.

• Follow up with the clients to ensure their IT systems are fully functional after troubleshooting.

• Contributing strategically to planning, managing and executing organization goals.

• Rating tasks on EWOQ tool by working on various types of ads.

• Maintaining the quality of Google search results.

• Responsible to analyze the data and come up with a new idea for future betterment of our project.

• Maintains a dashboard for the team members to track their live performances.

• Perform keyword search in coordination with client business objectives to optimize existing content and uncover new opportunities.

• Provide SEO analysis and recommendation in coordination with elements structure of website and webpages.

• Organize and prioritize work to complete assignments in timely, efficient manner.

• Analyze and review queries with more than 200 types of Ads and SEO data and according to each guideline need to rate the task.