Yashashwini Gowda

• Company Overview: Empowering customers to realize business value & Delivering differentiated customer experiences
• Demonstrated expertise in advanced troubleshooting, acting as a Subject Matter Expert (SME) across multiple domains
• Effectively resolved complex, high-profile, and long-running customer issues, driving fast resolution and customer satisfaction
• Provided guidance to fellow engineers to streamline issue resolution
• Delivered exceptional support by effectively mitigating complex challenges, contributing to customer success
• Assisted in knowledge sharing through readiness programs, enhancing customer interactions and support team performance
• Led the development of advanced troubleshooting strategies to enhance team efficiency
• Mentored new engineers and peers, cultivating a collaborative environment for knowledge transfer and continuous professional development
• Contributed to the technical readiness of support teams through best practice sharing
• Collaborated closely with development, engineering, and escalation teams to resolve complex configuration, code, or service-related issues affecting customers
• Facilitated seamless communication across teams to ensure rapid and effective issue resolution
• Acted as a trusted advisor to the Engineering groups, providing insights and recommendations to drive product improvements
• Ensured customers received the highest level of support by influencing product development based on deep technical understanding and customer feedback
• Led People Excellence Initiatives: Spearheaded programs to enhance team engagement, performance, and development, aligning initiatives with organizational goals
• Empowering customers to realize business value & Delivering differentiated customer experiences.

Copilot SME:

• · Conduct case reviews with the RF team to ensure technical accuracy and alignment with technology-specific issues.
• Perform daily case assessments and ensure timely EG engagement within 7 days. Follow-up with bi-weekly post-EG reviews for smooth resolution.
• Drive engineering engagement within the first week, minimizing downtime and ensuring quick troubleshooting.
• Join Copilot SME calls to provide updates, discuss case trends, and contribute to process improvements.
• Mentor case owners on log collection, follow-ups, and value-driven conversations, ensuring adherence to best practices.
• Manage cases exceeding the 7-day TTE threshold, driving proactive escalation to prevent delays.
• Review potential Copilot cases daily in DFM, taking corrective actions to prevent backlog.
• Ensure ICMs and other requests with engineering are unique and accurate, preventing case duplication.
• Identify cases at risk of exceeding TTE and escalate to ensure timely resolution.
• Collaborate with customer success managers/Technical account managers to understand customer environments and align support efforts with their business goals.
• Prioritized cases based on impact, ensuring timely resolution of high-priority issues to maximize customer satisfaction.
• Promoted Copilot awareness, helping customers leverage its value to optimize operations and drive growth.

• Customer advocate for large enterprise users, assisting them in providing solutions ensuring optimal value and successful experience
• Gracefully handle difficult situations in a fast-paced environment
• Assisting IT Admins, CEOs with their issues with Office client applications and Office cloud services on server and client level within their organizations
• Collaborate with other teams to ensure consistency of delivery
• Solid confident verbal and written communication skills, with experience presenting to all levels of clients and co-workers
• Managing Critical situations, Major Incidents, and high severity incidents drive their resolution from the beginning to the end
• Able to take service impacting decisions and to organize a resolution community during in/out of office time
• Lead cross-functional teams to resolve critical technical incidents
• Send communication emails to teams with major critical incident summaries and status
• Monitor new hires- onboarding buddy and mentor
• Perform RCA on Office application issues in an enterprise environment
• Create bugs, hotfix, and Request for change requests/cases with Product teams and communicate with product engineers/owners
• Conducting triage on technical topics
• Mentoring new hires
• Providing assessment and reviewing their progress promptly
• Creating Knowledge base articles- customers and engineers can utilize to solve any issues they might be experiencing with the company's products or services
• Writing and publishing technical & Customer Success stories
• Leading SPOC for various entities like Readiness and Learning. An active People’s advocate

• Handling User Accounts and admin accounts
• Hands on experience with the following: Citrix, virtualization, and Proofpoint
• Diagnosing and solving hardware and software faults and software applications
• Working continuously on a task until completion
• Ensured accountability for the audit trail of documented processes and proactively addressed process exceptions during daily operations.
• Working on O365 and Office application case
• Raising priority incidents to mitigate risks and Solving Critical issues on priority
• Creating new knowledge base articles and updating articles to share information for re-use
• Working with specialist teams on various cases and bugs.

• Follow up on front line engineer’s cases, provide technical assistance and drive them to closure
• Work on Incident requests and work orders
• Incident Life Cycle Coordinator (Incident management)
• Driving the efficiency and effectiveness of the incident management process
• Work on outage issues and drive the priority tickets to “resolved”/” closure”
• Send out reminder emails and work with engineers to meet SLAs and help them reach out to right team to make sure Clients issues are resolved
• Engage in bridge calls till opened incidents and high priority cases/tickets are closed