Kaseya Software, Bangalore as Professional Services Consultant - November 2017 to Present Title: Professional Services Consultant Responsibilities: • Liaise with clients post sale to develop project documentation including Statement of Work and implementation plans.• Implement the solutions and deliver training for the implemented technology.• Helping Managed Service Provider (MSP) & Mid-Market Enterprises to set-up the Professional Services Automation (PSA) tool to manage their… Show more Kaseya Software, Bangalore as Professional Services Consultant - November 2017 to Present Title: Professional Services Consultant Responsibilities: • Liaise with clients post sale to develop project documentation including Statement of Work and implementation plans.• Implement the solutions and deliver training for the implemented technology.• Helping Managed Service Provider (MSP) & Mid-Market Enterprises to set-up the Professional Services Automation (PSA) tool to manage their business.- Setting-up Service Desk (Ticketing, Workflows, RMM Integration, Asset management etc.)- Configuring Finance (Contract creation, Billing review, Invoicing, Integration with Xero, QuickBooks Online/Desktop)- CRM: Account creation, Adding Contacts, Quotations- Configuring other modules of product like Project, Inventory as per requirements.- Creating reports as per requirement of the business (Ad-hoc Reports).• Work with customer to optimize system performance.• Resolving tickets during the implementation period. Show less

• Deployment, Maintenance and Troubleshooting related to MSO and DOOH.• Leading a team of 6 members for the wide spread of SureWaves network (across India).• Carried out the deployment of SureWaves MediaStation at more than 100 channels at various city across India.• Handling escalation calls (technical and non-technical).• Coordinating with MSO partner for pre and post deployment of SureWaves MediaStations.• Creation of Master Image of server and cloning, testing of each… Show more • Deployment, Maintenance and Troubleshooting related to MSO and DOOH.• Leading a team of 6 members for the wide spread of SureWaves network (across India).• Carried out the deployment of SureWaves MediaStation at more than 100 channels at various city across India.• Handling escalation calls (technical and non-technical).• Coordinating with MSO partner for pre and post deployment of SureWaves MediaStations.• Creation of Master Image of server and cloning, testing of each system before dispatch of each and every server.• User acceptance test for any new software and patches release by the Engineering team, before actual deployment in field.• Day to day monitoring & reporting of ad performance of more than 400 local channels across India.• Direct interaction & reporting to all level of Management.• Assignment of Engineer for deployment (travel plan and technical help).• Working closely with Sales and Marketing people to meet customer requirements.• Customer Support & training. Training of new members of the team.• Internal IT support (technical support, procurement of hardware). • Got a chance of setting up Infrastructure and Networking of two new offices (Bangalore & Delhi). Show less

• Leading a team of 9 members for NA voice support (Union Bank of California).• Taking calls in case of high call volume.• Monitoring call and updating call audit sheet.• Training new agents on process and technology.• Handling escalation from client and reporting update to Manager on daily client meeting.

• Help desk for JPMC employees’ worldwide (Voice support).• Regarding p/w reset, software installation and trouble shooting on s/w on mainframe.• Creating tickets for h/w issues and assigning to proper resolver groups.• Paging resolver groups to get status on issued tickets.• Installing business applications from the shared folders.• Creating and configuration of Lotus notes for new joiners, end to end troubleshooting on Lotus note.• Adding database, mail send and… Show more • Help desk for JPMC employees’ worldwide (Voice support).• Regarding p/w reset, software installation and trouble shooting on s/w on mainframe.• Creating tickets for h/w issues and assigning to proper resolver groups.• Paging resolver groups to get status on issued tickets.• Installing business applications from the shared folders.• Creating and configuration of Lotus notes for new joiners, end to end troubleshooting on Lotus note.• Adding database, mail send and receive, archiving, sametime (chatting on lotus note).• Supporting VPN clients and remote access and resetting RSA tokens.• Prioritizing tickets depending on severity and management need (conferencing calls with resolvers and desktop engineers.• Guiding clients to raise request for access to various application on GARS,EURC and AACT.• Logging to different domains through CITRIX server.• Mapping network printers.• Basic trouble shooting on blackberry phones for employees Show less

• Working in a customer support program for the call center division• Basic support is for the various ranges of printers, cameras, scanners, faxes.• Equipped with the technical knowledge and training from HP L&D dept.• Trouble shoot various aspects of printers, connectivity, hardware, software, • Replacement issues, • Supporting customers from India and Asia Pacific• Provide basic voice support and troubleshoot virtually.• Updating the cases on “Astro” (internal DB… Show more • Working in a customer support program for the call center division• Basic support is for the various ranges of printers, cameras, scanners, faxes.• Equipped with the technical knowledge and training from HP L&D dept.• Trouble shoot various aspects of printers, connectivity, hardware, software, • Replacement issues, • Supporting customers from India and Asia Pacific• Provide basic voice support and troubleshoot virtually.• Updating the cases on “Astro” (internal DB tool)• Preparation of reports on daily basis for the team, no of calls, pending cases, call back arrangements, follow ups, assigning cases to services engineers for onsite support• Awarded as the best service engineer twice. Show less