Pratap G. Email & Phone Number

Raleigh, North Carolina, United States

Pune, Maharashtra, India

✦ Discover, Design, Deploy and Optimize Druva Solutions to meet customer requirements.✦ Consult customers and internal teams on best practices and meet expectations.✦ Plan, organize, and manage all phases of a project to ensure successful implementation. Thisincludes developing technical solutions and managing project plans, project schedules, successcriteria, and milestones.✦ Communicate status to key stakeholders on project status to drive the outcome.✦ Timely responsiveness to customer satisfaction.✦ Manage customer relationships and run Quarterly Business Review.✦ Collaborate with cross-functional teams on customer requests and enhancements.✦Project management, Customer management.✦ On-premise to Cloud migration, Data backup, solution migration.✦ Specialized in discovering infrastructure setup, network, and on-premise servers/devices.✦ Create a project plan for deployments, planning, designing, and execution.✦ Regular project sync-up meetings with customers, Sales & management.✦ Pro-activate elimination of blockers and project hurdles.✦ Plan and execute deployment as per deadlines & SLAs.✦ Conduct Infrastructure analysis and advise the best implementation techniques.✦ Create project plans, trackers & documentation.✦ Working on AWS-based SaaS, DRaaS, and DMaaS integrate with local File Servers, MSSQL servers, VMWare infrastructure, HyperV, Active Directory, etc.✦ Planning for a rapid, successful migration and deployment strategy.✦ Build custom solutions/scripts in Python/Powershell/Shell to help clients meet their requirements as a part of a professional services engagement.

Pune

✦ Druva products implementation & support for Phoenix, inSync and Cloud Ranger✦ Manage services for top platinum customers.✦ Manage EVAL customers.✦ Integration team for early adopter access program✦ Onsite customer engagement and training✦ Recreating and verifying software defects in the field reported by customers✦ Engaging with the product team, driving product roadmap with engineering along with customers.✦ Driving supportability requirements back to the engineering and product team.

Pune

Represent Microsoft as a Technical Support Engineer for SETUP & Cluster Team and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in Microsoft products.Participate in case triage and presentations to share knowledge with other engineers.Help solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; that may include support of additional product line. Frequently, these problems can not only be technically complex, but can be politically charged situations requiring the highest level of customer skill. Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Collaborate with Technical Specialist Lead and escalation resources when appropriate.Participated in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.Consistently shared best practices with team members. Ability to develop and deliver “in depth” technical training to other engineers.

Pune

Provide customer service for Time Warner Cable subscribers through chat.Resolve queries and handle escalations via email.Provide coaching to new recruits and support OJT’s.

India

Register the Incident and Service Requests for General Motors Employees.Provide initial support and classification, escalating ticket as necessary.Manage GM Employee Account through AD.Install updates& important patches on Client system.Provide Remote Desktop Assistance.Provide assistance to local I.T team.Test applications during site migration and Operating System up gradation.Promoted to Work Force Management team (WFM).Worked on CMS Supervisor 1.4Generate hourly report, EOD reports and scheduling roster.

Pune Area, India

Answering to Videocon D2h customer calls.Manage queries from customers by giving them suitable answers as required.Maintaining the quality of customer service by tracking the queries using software provided, escalating the queries whenever necessary, tracking the response time etc