Hardev Raikmo Email & Phone Number

London, United Kingdom

Provide support and resolve queries for xMatters customers primarily within the EMEA region.Work cross-functionally with other departments (e.g. Sales, Engineering, Consulting) to fully address customer queries/issues.Become a key point of contact for a high value customer.Attained product certifications.

London, United Kingdom

MY ROLE & RESPONSIBILITIESWork with Customer Engineering, OPS, professional services and product teams to diagnose and solve problems on behalf of customers, partners, and the long-term health of Apptio products.Run weekly cadence meetings with my customers to review outstanding tickets and how to progress them.Review community articles and posts and answer queries where possible.Attend weekly escalation meetings to discuss progress on key customer issues.Assuming CSM responsibilities for my customers, providing a near end-to-end service for them.ABOUT APPTIOWe transform the way IT runs its business and makes decisions. With our cloud-based applications, IT leaders manage, plan and optimize their technology investments across on-premises and cloud. With Apptio, IT leaders become strategic partners to the business by demonstrating value of IT investments, accelerate innovation and shift their technology investments from running the business to digital innovation. Hundreds of global enterprise organizations choose Apptio as their business system of record for hybrid IT.

Bracknell

My role at Portal means that I strive to deliver the best possible level of support available to our Customers. To ensure that their expectations are met, and that issues are progressed in a satisfactory manner, I keep my skills up to date with all of the latest IBM Cognos product releases, as well as setting up and configuring entire Cognos environments within a virtualised platform. This has given me further confidence in dealing with issues that relate to environments that I may not have otherwise experienced before.My day-to-day responsibilities include (but are not limited to) the following:- Problem resolution within Customer's existing IBM Cognos product environment, including root cause analysis- Pro-active maintenance, such as recommendations for Fix Pack upgrades/installs- Providing "how to" guidance on common features such as AD/LDAP configuration, skin customisation, best practice, etcIn addition to providing desk-based support, I have also been able to experience on-site work with a Customer. I was tasked with going on-site for a day to help troubleshoot an existing issue with the Cognos environment. This allowed me to build on my Customer facing skills and also give me a taste of consultancy, which I thoroughly enjoyed.▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬ABOUT PORTALPortal is one of the UK's leading business and technology consultancies. We are famous for helping some of the world's best known brands transform the service they provide to their customers.Blending high level business consulting with best of breed technology has enabled our clients to streamline information, cut costs, improve customer acquisition, maximise customer satisfaction and uplift profit through improving the customer experience.Our brand is testament to the power of exceptional customer service. We have retained over 97% of the hundreds of clients that have worked with us since our inception in 2006.

United Kingdom

During my tenure at IBM, I was responsible for dealing with daily Customer queries relating to the usage of IBM Cognos BI software. This would include such issues as:Installation & ConfigurationSecurity setupsCompatibility/conformance issuesPerformance tuningIntegration with existing systemsIn addition to this, I was also responsible for handling escalations of urgent Customer queries, whilst managing Customer expectations accordingly in order to deliver a satisfactory outcome. I would also provide out of hours support on a rotating shift basis and work extra hours during the normal working week (when needed) to progress Customer issues.In this environment, I gained exposure to a lot of 3rd party software applications such as FileMon, Fiddler, Softerra LDAP Browser to name but a few. I was also made aware of (and in some cases, gained further experience with) various database platforms, including Microsoft SQL, MSAS, Oracle, Informix, DB2 & MySQL.As my confidence and subject matter grew, I was tasked with providing mentoring for the yearly student intake as well as new starters. This lead to me liaising with the team leader and manager to determine the training needs for new starters when appropriate, as well as delivering the training. I helped develop & deliver training plans for the following IBM Cognos tools:AnalysisStudioQueryStudioReportStudioIBM Cognos ConnectionIBM Cognos ConfigurationIBM Cognos AdministrationAnother aspect of my role was participating in internal case reviews & tech conference calls. These were used to discuss outstanding issues across the team as a whole and, after reviewing the nature of the issue, providing possible solutions and/or steps to help progress the issues towards resolution.

Staines

I was employed by the then fledgling Reporting team to provide Cognos technical support. The Customer base was varied, with companies such as Vodafone, DVLA & DTI being among them. I was responsible for maintaining and configuring the Impromptu and IWR reporting environments, which included activities such as:User administrationReport designSystem maintenance & configurationIt was my responsibility to ensure that the environment was available on a day to day basis for end-user reporting needs. This required me to run backups of the environment when necessary, updating available content and investigating any issues that would arise. Shortly afterwards we began collaborating with a team in Manchester to help expand the Reporting team and to also provide a stronger support base for our growing list of Customers.Whilst working with the Reporting team, I gained exposure to the following applications and technologies:Cognos Series 6Cognos Series 7Cognos BI 8Cognos ReportNetMicrosoft SQL Server 2000Microsoft SQL Server 2005Oracle 9iI also attained certification in IBM Cognos Series 7 products, which not only helped increase my understanding of the product toolset but also put many concepts into practice around best practice advice, system maintenance and report design.

Staines

I was employed as a Peregrine Systems software Developer under the graduate scheme at Fujitsu. Here I came into contact with Peregrine Asset Center and Peregrine Service Center software tools and I was tasked with working on projects to deploy these particular tools to Customers. I managed to successfully pass the requirements projects after sitting the training courses for these tools and was deployed on some in-house projects. The requirements were to deliver these applications as a total solution for managing assets and for processing service requests.Although the amount of work available was limited, I made sure to pick up as much as possible and to also assist my colleagues in the team with anything they were working on. This position was short lived as the team was down-sized and I moved into the Reporting team shortly afterwards.

Stevenage, United Kingdom

This was my first taste of employment after finishing full-time education. I was employed by Fujitsu (then ICL) on the "Pathway" project, which supplied technical support for the newly configured computer system that had been rolled out to Post Offices nationally. Our team was responsible for taking calls from Post Office clerks who were using the system and had queries about its usage or any problems they faced when using it.In addition to this, I was also engaged on an inter-department project to help setup an intranet site that would assist the team members with these Customer queries. This involved collaborating with 2 other colleagues based in Manchester. The idea was to try and imitate closely the actual working system, so that the call centre agents could follow along visually with the Customer and get a clearer picture of the issue they were facing.Shortly afterwards I applied for an internal graduate position that had become available, which I then moved to.

London, United Kingdom

During my University course, I had to spend 1 year working in an industry-specific placement as part of the course requirements. I spent 1 year working for British Telecom on the internal support desk. It was my responsibility to provide 1st line support to the internal users, which included activities such as:User account maintenanceProblem troubleshooting & resolutionEscalation of issues Server maintenance & administrationI was also involved on an internal project to help deliver a new helpdesk call logging system. It was my responsibility to help design, configure and install the software that was to replace the current logging system. This was done in collaboration with my team leader at that time.This was my first taste of what working in the IT sector would be like and gave me a much better idea of what to focus on during my studies at University.

Bsc (Hons), Computer Science

Activities and Societies: PSIFA (University Sci-Fi Association) Alternative Music Soc Photography Club

A-Levels, Sociology And Computer Science

Gcse; Gcse'S, English Literature; Grades; C (English Language, Mathematics, German

Activities and Societies: Took guitar lessons