• Collaborated with cross-functional teams to enhance product functionality and offered customer training to manage relationships.• Provided mentorship and guidance to new support engineers, fostering their development and enhancing their technical proficiency.• Assisted in end-to-end readiness programs, delivered training, shared knowledge, and created technical documentation.• Coordinated as a member of the People Advocacy - Career pillar team.• Updated the team on KPIs and… Show more • Collaborated with cross-functional teams to enhance product functionality and offered customer training to manage relationships.• Provided mentorship and guidance to new support engineers, fostering their development and enhancing their technical proficiency.• Assisted in end-to-end readiness programs, delivered training, shared knowledge, and created technical documentation.• Coordinated as a member of the People Advocacy - Career pillar team.• Updated the team on KPIs and SRRs to enhance the quality of support. Show less

• Furnished technical support for Microsoft Project Management Tool and Microsoft Planner, resolving customer issues promptly.• Acted as customer advocate, ensuring their concerns are addressed within the organization.• Resolved product issues, provided root cause analysis, and shared strategic advice to maximize Microsoft product value and minimize downtime.• Managed customer expectations and addressed satisfaction concerns to improve support services.• Contributed to Customer… Show more • Furnished technical support for Microsoft Project Management Tool and Microsoft Planner, resolving customer issues promptly.• Acted as customer advocate, ensuring their concerns are addressed within the organization.• Resolved product issues, provided root cause analysis, and shared strategic advice to maximize Microsoft product value and minimize downtime.• Managed customer expectations and addressed satisfaction concerns to improve support services.• Contributed to Customer Obsession initiatives and recognized in Customer Wins Newsletter and Success Stories. Show less

• Increased tool usage in client environments and handled customer discussions and product demos for new business wins.• Worked in Agile and Scrum methodologies, ensuring efficient project delivery.• Participated in weekly client review calls and provided L2 support.• Prepared monthly dashboards, project health check metrics and weekly status reports to maintain compliance with planned costs, schedules and goals.• Documented SOPs and created project plans for tool implementation… Show more • Increased tool usage in client environments and handled customer discussions and product demos for new business wins.• Worked in Agile and Scrum methodologies, ensuring efficient project delivery.• Participated in weekly client review calls and provided L2 support.• Prepared monthly dashboards, project health check metrics and weekly status reports to maintain compliance with planned costs, schedules and goals.• Documented SOPs and created project plans for tool implementation in customer environments. Show less

• Performed tool implementation, support, functional, non-functional, and manual testing for customers across various domains.• Knowledgeable in AI concepts including chatbots, bot classifiers, auto ticket routing, and mobile apps.• Worked SSL certification, Redis, and SQL queries.• Designed and executed test cases, plans, scripts, and scenarios.• Performed API testing utilizing Postman to ensure functionality and reliability.