• Supporting CARBONITE (OpenText) accounts for their Cloud Services via phone, chat or email.• Support Carbonite data protection software on PC’s, Servers, and a wide variety of infrastructure.• Gather information/data from clients and determine the issue by analyzing the symptoms to identify the underlying problem.• Escalating the issue to internal engineering teams by analyzing the problem and logs.• Upselling new services and working with cross- sell and revenue generation.• Perform root cause analysis and if a resolution is not currently available, provide temporary relief while working with Software Development on a permanent solution. • Support customers and providing troubleshooting strategies under conditions of critical severity with very large enterprise customers and/or mission critical organizations• Promoted to mentor level after 4 months into the role to teach and train new hires across multiple sites remotely.

Jan 2020 - Sep 2020 (9 months)• Implementing BlackBerry, AirWatch Solution to meet security, business, financial and user requirements for complete MDM (Mobile Device Management) environment.• Providing technical support to 70+ customers for new products and technologies including Beta users.• Providing technical support for BlackBerry UEM and showing an understanding of user environment and providing alternate solutions for Mobile Management.• Collaborating research findings from multiple sites to find root cause for critical/ complex issues, whether environment-related (SQL, Active Directory or Operating System, Firewalls and Proxy) or BlackBerry, AirWatch solution-related issue.• Research and author technical articles. Involve in technical surveys and provide response.• Work with customer to provide root cause analysis of the issue through log review, suggest them with possible measure to avoid/ correct the situation.

• Acted as main point of contact between clients and the internal team in relation to resolving product/data issues.• Acted as the main point of contact between clients and the internal team in relation to resolvingproduct/data issues.• Completed in-depth analyses for business-optimization projects, reporting tools, back-office programs,and payment-processing apps.• Assisted in developing and successfully delivering the Project for Digitization of records for City ofPhagwara, India.• Collaborated with Punjab State stakeholder groups and Phagwara City officials to ensure businessand technology alignment.• Connecting with 3rd party vendors, negotiating services and contracts for our clients.