VAIBHAV SHAH Mohammadwadi
Sr. Tech Support Specialist
Pune
Summary
Reliable employee seeking Technical Support position. Offering excellent communication and good judgment.
Dedicated IT professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Enthusiastic Application Support eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Process and training. Motivated to learn, grow and excel in IT.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Methodical Application Support Engineer with in-depth understanding of application process optimization and performance evaluation. Offering 4 years of technology industry expertise to enhance development team.
Overview
9
9
years of professional experience
Work History
Engineer Field Operations
C.S
Mumbai
- SITA (Societe International Telecommunication De Aeronautiques) is the world's leading service provider of IT business solutions and communications services to the air transport industry
- (www.sita.aero)
- Accomplishment during tenure:
- Leading a Team of Engineers in daily Operations
- Currently, handling a team of 2 people
- Develop exceptional relationships with co-workers, management and end users
- Responsible for hardware and software applications for workstations
- Responsible for e-mail system meeting employee and customer needs 24/7
- Maintenance and troubleshooting Airport LAN
- Reporting and escalating all observed problems to proper SITA operational escalation points
- Ensure the correct functioning of internal SITA office IT equipment
- Performed diagnostics and troubleshooting of system issues and maintain equipment inventory lists.
Sr. Technical Support Specialist
Johnson Controls
09.2020
- OpenBlue Companion
- Handling “OpenBlue Companion App” internal JC sites and customer tickets from APAC, EMELA and NA region using Salesforce (ticketing tool) and Avaya (softphone)
- Working on different issues like Desk Bookings, Login issues, Space Reservations via Salesforce cases
- Preparing Dashboard reports to higher officials
- Providing weekly report counts for the Inflow and Outflow cases
- Troubleshooting the application using the analytical skills
- In-depth knowledge of CRM: Salesforce
- Smart Connected Chillers
- Working on the new account and renewal cases
- Provide them end to end solutions for hardware ordering, installation and configure
- Create and send the proposals, order hardware (shipping and delivering), create credentials, book contracts
- Booking the contract for the hardware subscriptions and checking for the renewal contract for the respected site names
- Creating Remote Service Credentials to login to the chillers
- Creating Dashboard credentials to login to the Dashboard chiller accounts
- Monitoring the chillers including their health status
- Troubleshooting the hardware attached to the chillers
- Understanding the requirement from the branch and providing solutions
- Handling different query cases to provide end to end solutions
- Primary role is to provide world class technical support to Johnson Controls OpenBlue Connected Chillers customers
- Worked closely with Stake holders, branch teams and provide first level onboarding/technical support
- Interact with all relevant internal and external stake holders to get all required inputs necessary for solving issues
- Understand scope of services, SLA depending on issue severity
- Co-ordinating with the DevOps and development team to seek faster resolution
- Apply problem solving skills, critical thinking an analysis during troubleshooting by application of correct knowledgebase articles
- Capture & report performance related KPIs in master tracker
- Monitor, evaluate, or record training activities or program effectiveness
- Assess training needs through surveys, interviews with employees, focus groups, or consultation with managers, instructors, or customer representatives
- Check to ensure that appropriate changes were made to resolve customers problems
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Check to ensure that appropriate changes were made to resolve customers problems
- Refer unresolved customer grievances to designated departments for further investigation
- Resolve customers service or billing complaints by performing activities such as exchanging
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions, are taken.
Customer Care Support Specialist
Veritas Software Technologies LLC
Pune
04.2018 - 07.2020
- Serve as the first point of contact for Customers and Partners for general queries relating to licensing, entitlement, portal access, and technical support
- Quickly respond to customer calls, web cases, emails, and chats
- Deliver a high level of service and provide prompt resolution to ensure customer satisfaction
- Support ongoing customer retention activities, including researching what may be the root cause of a customer issue or problem - Assist with queries and end-to-end resolution relating to (but not limited to) product licensing, activation, upgrades, renewals and customer portals; liaise with other Veritas business units as needed
- Adhere to defined case handling processes and use appropriate reference materials and internal knowledge documents efficiently
- Strive to impress customers with exceptional service and continually search for ways to improve processes and deliver additional value to the customer, thereby driving customer loyalty
- Build and maintain customer relationships in support of Customer Onboarding and Customer retention
- Facilitate a positive and productive team environment.
Sr. Representative
03.2014 - 10.2017
- Accomplishment during tenure:
- Worked with Orange and Virgin Media, the leading ISP providers in UK
- Troubleshoot issues for ISP like Slow speed connection, Intermittent connection, no connection and Landline related issues.
IT Customer Care Support Specialist
SITA Inc
01.2010 - 05.2013
- Has terrific troubleshooting and good interpersonal skills to assist customers with licensing issues
- Possesses thorough knowledge of licensing and software compatibility of Veritas Products
- Hold bachelor’s degree in Information Technology and more than 9 years of experience working as Care Support Specialist
- Acted as backup Team Lead in case of requirement
- Experience in software and hardware support, Application support
- Experience in quality coaching and training
- PERSONAL SKILL SETS
- CRM
- SLA improvement
- Client Engagement
- Client Success
- Salesforce
- Team handling
Education
Bachelors of Science - Information Technology
BSc - undefined
Yashwantrao Chavan Maharashtra Open University
Skills
Nationality: IndianPassport: YesFluencyEnglish, Hindi, Gujrati Cell no: 91-9820356509Place: Pune Vaibhav Shah
Field engineering
Operations support
Technical application support
Technical support expertise
Desktop Technical Support
In-field technical support
Technical support knowledge
Remote Technical Support
Technical issues analysis
IT solutions
[Type] troubleshooting
Operational analysis
Configuration management
Team Building
Performance Analysis
Application flow processes
Technical issue resolution
Application support
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 15 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved results through effectively helping with Escalation task.
- Documented and resolved Application issue which led to Positive outcome.
- Achieved Positive by completing Important tasks with accuracy and efficiency.
- Collaborated with team of 15 in the development of OpenBlue Companion App.
Travel, Exercising, Listening to Music, Bike Ride, Playing BAsketball and Cricket
I love travelling and Discovering new places.
Exercise on regular basis to keep fit.
Listen to Bollywood music.
Go for a ride n the nearby areas.
Play Basketball with friends over the weekend.
Timeline
Sr. Technical Support Specialist
Johnson Controls
09.2020
Customer Care Support Specialist
Veritas Software Technologies LLC
04.2018 - 07.2020
Sr. Representative
03.2014 - 10.2017
IT Customer Care Support Specialist
SITA Inc
01.2010 - 05.2013
Engineer Field Operations
C.S
Bachelors of Science - Information Technology
BSc - undefined
Yashwantrao Chavan Maharashtra Open University