Nitin Kumar Email & Phone Number

Noida, Uttar Pradesh, India

• Experience in using Salesforce, JIRA, Confluence, Knowledge base, OKTA SSO, Microsoft Teams, Slack. • Address customer technical issues through diligent research, reproduction, and troubleshooting while applying acquired knowledge.• Responsible for checking integration between client’s ATS/CRM and our tool, API integrations, checking XML logs, JSON file for any issue. • Pulling reports/data via SQL queries. Experience in HTML. • Perform post-resolution follow-ups to issues/requests and Document all in Salesforce.• Setup Zoom meetings with the clients to get more insights on the issue and provide resolution accordingly.• Consult with the software development team, internal users, and partners, clients to improve application performance Prioritize and manage several open issues at one time.• Escalate unresolved issues to appropriate internal teams.• Initiate and participate in triage and post-incident meetings sharing knowledge with other engineers and efficiently resolving customer problems.• Accurately identify, evaluate and prioritize end-users' issues, requests and/or questions. • Assist the DevOps team with investigating and resolving application specific alerts. • Report on support ticket resolution progress and results.

Noida, Uttar Pradesh, India

• The role was to provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and voicemail) with end-users of US and CANADA with technical issues for computers, printers, outlook, windows, no boot and no internet. • Involved in all weekly and monthly tech meetings to expose technical skills, manage skills and take the right decisions.• Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a given timeframe. Handle customer queries in the store related to MS Office, Outlook, Printers, Windows, Antivirus, Cloud backup.• Involved in the new launch product/windows meetings and sharing knowledge with other colleagues to efficiently resolve customer issue.• Screen share with the clients to resolve their technical Printers, Windows, Antivirus, Cloud backup.

Education record

Education record

Bachelor Of Computer Science, Computer Engineering