Hemant Kumar Puranmath Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka

Managing day to day Cisco WebEx support for Enterprise Clients.Basic Incident management, assisting Engineering team with Change and Problem management.Engaging/Collaborate with other partners like DXC, Verizon, CBT, Cisco AV Ops team in order to investigate and resolve audio related issues affecting WebEx.As a tenured Engineer, handling Escalations and High Priority tickets.Handling tickets from P&G Stake Holders and interacting with DSM to provide efficient resolution on urgent issues.Providing support to other team members on technical and process related queries.Key contributor towards FCR and CSAT.Managing and driving towards faster resolution.Responsible to drive and deliver SL on phone calls and incidents.Training and on-boarding new hires with product and process.Key role in transitioning of a new Tier 1 process.Along with other senior Engineers created a transition Doc for reference, related to process and product support scope.

India

• Mainly assisted SMB and Enterprise user with WebEx related technical issues.• Effective troubleshooting for any issues with system, OS, application or network related to WebEx application.• Troubleshooting audio issue connected to WebEx conferencing.• Hands on experience of handling Partner Calls.• As a part of the Pilot team contributed for the setup of a Premium Help Desk to support high end enterprise clients.• Basic Incident management, assisting Engineering team with Change and Problem management.• Participated in most of the proactive testing and collaboration session to help Engineering team to resolve persisting issues.• Effective collaboration with other engineering teams to ensure resolution to the customer’s issues.• Managed daily reports for the team and maintaining hand of for critical incidents to ensure regular follow ups until resolution.• As a shift SPOC was responsible for maintaining SLA and ticket hand off for the team during and after shift hours

Bangaon Area, India

Part of "Global Escalation Management" team.Handled issues/cases reported to Better Business Bureau, Attorney General and Executive Escalations.Deep dive into case history and customer journey.Played major role in bringing balance between Customer Expectations and Company Policies.Customer handling. escalation management and customer satisfaction.

India

Day to Day support for Dell computer users.Helped resolve Hardware, Software, OS and Network related issues.Been a part of pilot team to ensure quality of support and resolution to tickets handled by new hires.Isolation of issue between Hardware and Software and resolve accordingly.Dispatched and replaced hardware parts.Handled elevated or unresolved cases from other team members.Effective resolution and recognized both by customers and internal management.

Bangaon Area, India

>Worked with a US based client named BELKIN. The experience includes wireless and wired router configuration for different ISP’s in US and trouble shooting. >Also installation/configuration and troubleshooting various network based devices like USB adapters, Range Extenders, Print Servers, and Access Points etc. >Was promoted to Escalation team and also worked as floor supervisor. >Assisted Front Line and handled escalated/unresolved cases for both technical and non technical issues.