Prashant Pachauri Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru Area, India

Bengaluru Area, India

Bangalore, India

Key Deliverables:Managing Yodlee’s Channel and Yodlee Interactive 200+ clientsManage onboarding of new clients, supervise their launch on Yodlee PlatformProvide consultation on Yodlee SDK and API (SOAP and REST), and manage developer relationsManaging upgrade projects for existing clientsManaging customer expectations through effective communication of status updatesCoordinating incident management across the Yodlee Technical Support environment in order to ensure maximum availability of Yodlee servicesEfficiently improving customer satisfaction levels with post sales activity by ensuring all Yodlee groups fully understand the customer's environment and situation as and when requiredSpearheading as an escalation point for the customer base of 150 FIs for business critical technical support issuesProactively governing and expediting resolution of customer technical support issues in accordance with the customer's business prioritiesAvoiding business critical situations by understanding the customer's timeline and priorities for installing, upgrading and maintaining Yodlee solutionOrganized standard or customized reports on the status of technical support issues for review with the customer and account teamsConducting regular status meetings with the customer to review open support issues and addressing any challenges impeding resolutionManaging and reporting on client SLAsProactively govern and expedite the resolution of all client technical issues

Account Management)Key Deliverables:Spearheaded as Technical Account Manager for HPIT and assisted HPIT configure & setup SAN Infrastructure in Data Center environmentProvided SAN troubleshooting support on Brocade, Cisco SAN Switches/Directors, HP XP Array 12000/24000, HP EVA, MSA, MSLs and ESLs (Tape Libraries), Virtual Library System (VLS) through Command View software to Mission Critical customers & HPIT in Europe, America over variety of Operating Systems like Windows, Linux, HP-UXImparted support for issues in remote management through HP Systems Insight ManagerInvolved in Hardware troubleshooting for HP Servers with Hardware RAID implementationProvided Hardware support for HP's Proliant, Blade servers and Tape devices across Windows, Linux platforms. Handling Linux issues and working as Linux Product SpecialistConfigured and setup SAN Infrastructure in Data Center environmentCoordinated onsite service engineer visits and parts delivery to client site

- Clarify 10.1 on modules Policies and Customers, Clear Support and Clear Logistics- Administrative control to EMC database using Clarify - Manage correct installation /reinstallation /upgrade of Boxes (i.e. Clarion, Symmetric - With associated Modem information at Remote sites.- Control & Assign Different Access levels to CRM users- Support CCA (Internet and Clarify based applications).- Client interaction for requirement analysis including Escalated call resolution, Process - Updates and dealing with Client issues on Clarify. - Create Weekly reports for peregrine incidents, Net agent for analytical purposes.- Key role in service delivery targeting the EMC’s Total Customer Experience Strategy with KM and Six Sigma- SME (Subject Matter Expert) for Change Control Automation (CCA 5), Citrix Clarify 10.1 and Oracle 11i Applications- SLA formulation, DRP roll out, developed SOPs

Key Deliverables: Provided support for Compaq Desktops, Laptops & printers and software support for Windows, anti-virus issuesResolved ISP, broadband related internet connectivity issues