Deekshith Shetty Email & Phone Number

Mangaluru, Karnataka, India

• First point of contact for internal and external teams in the absence of team lead/ Shift lead.• Vetting of tickets created by support engineers on Service now to meet the expected business standards.• Conducting technical audits on the troubleshooting done by support engineers.• Researching, diagnosing, troubleshooting, and identifying a solution to resolve issues on the DAZN website• Ensuring the team follows standard procedures for technical troubleshooting and proper escalation is followed.• Conducting new joiners training as per the assigned guild lines.• Providing floor support to support engineers and ensure workload balance is maintained.• Delivery of daily and monthly reports to shift lead/team lead.• Pointing out any irregularities in the team and suggesting improvement plans to shift lead/team lead.• Handling critical issues and prolonged issues present on the site.• Coming up with the innovative idea to improve the existing process.• Creation of documents on process guidelines and technical troubleshooting and placing it online.• I actively participate in the process calls such as Daily incident review call and Weekly Business development bridge call.

Mangaluru, Karnataka, India

• Extensive technical troubleshooting on live feed & non-live feed issues overall web platforms, iOS, Android & Gaming console.• First line support for all front-end issues and acted as a single point of contact for phone calls and emails for digital media products/service issues, queries, and requests• Support for live OTT services and follow up procedures when issues arise.• Monitor live critical systems using tools provided and follow troubleshooting procedures when issues arise.• Monitoring and reviewing live and VOD catch-up services using tools provided.• Provide stats for the Duty Engineering Team to report on incident trends.• Publishing support documentation to assist staff with requests for information & provide training if required.• Answer support queries from clients, account management, and remote offices in accordance with company policies and procedures.• As Incident Manager manages the process to restore normal service operation as quickly as possible to minimize the impact on business operations at Perform group.• Higher-end support to customer service and chat service teams on technical issues on video feeds and articles on websites also the first end quality check contact for application support, web support, and LTO engineers.

Mangaluru, Karnataka, India

• Troubleshooting Hardware / Networking / OS related queries of our global customers Over the Phone.• Provide remote solutions to problems, understanding the problems, and explain the solution in such a way that non-technical users understand.• Supporting Clients on Remote desktop tools like Dame ware, Live meeting, Remote Desktop Connection.• Escalating the Outages (Which require immediate attention) to the next level and working on it, until the issue gets resolved.• Providing support on MS-office applications, VoIP phones, Antivirus, Browser, Network printers, Stand-alone printer, and application-related issues – installation and troubleshooting• AD domain password reset and profile change.• Assist in the developing standards, guidelines procedures for network support including VPN and in preparation of project plans to track progress to assure the objectives within the feasibility limits and thereby track progress to ensure that the objectives are met• Testing and evaluating new technology.