• Extracting data using Snowflake and then modifying the data as per the requirement over DBT using Visual Studio Code. • Responding to data-related queries, and setting up processes to make data more efficient. • Analyzing and interpreting trends from the data, and reporting trends to add business value using Power BI which helped the organization increase sales value over a quarter. • Reporting data findings from Snowflake to the Power BI for various teams clear insights on Data for Service (Response & Resolution Time, Abandon Count & Percent & more), Survey, and ARR, which will help improve the service towards the Partner.• Global Scorecard Report for the technician across the company regardless of the location.• Quartley Analysis based on the data available on Snowflake.

• Focus on partner satisfaction and growth; help partners fully utilize product capabilities.• Handled partner’s escalations and made sure they get resolution and timely updates, which led to increased partner’s satisfaction. • Manage and respond to all inbound partner communication in a timely and helpful way.• Manage partner escalations and communication with internal and external teams.• Maintain recordkeeping to allow for tracking of key metrics.• Act as an advocate and voice of the partner for internal teams, Product, Service, and Marketing.• Onboarding new evaluation partners, giving a demo, and setting up the portal.• Promote success through regular communication, training, demonstrations, and evaluations.• Regular calls with strategic partners.• Provide Continuum partners with technical enablement, issue escalation management, documentation, training, and advice on how to engage with the Continuum Network Operations Center (NOC) or Help Desk.

• Focus on partner satisfaction and growth; help partners fully utilize product capabilities.• Handled partner’s escalations and made sure they get resolution and timely updates, which led to increased partner’s satisfaction. • Manage and respond to all inbound partner communication in a timely and helpful way.• Manage partner escalations and communication with internal and external teams.• Maintain recordkeeping to allow for tracking of key metrics.• Act as an advocate and voice of the partner for internal teams, Product, Service, and Marketing.• Onboarding new evaluation partners, giving a demo, and setting up the portal.• Promote success through regular communication, training, demonstrations, and evaluations.• Regular calls with strategic partners.• Provide Continuum partners with technical enablement, issue escalation management, documentation, training, and advice on how to engage with the Continuum Network Operations Center (NOC) or Help Desk.

"Continuum Managed Solutions Pvt. Ltd.” as Team Leader.• Resolving Client Escalation and issues related to the product.• Handling Team consisting of L2 tech and JR. Server Expert Team.• Handling Tickets, Tasks, and Chat Sessions.• Maintain Team SLA on Tickets/Alerts.• Handling Chat sessions and Calls from Clients.• coordinating with other Internal Team in order to get Resolution Quickly.• Break Management and mentoring.

Worked for “SUTHERLAND” as Escalation Engineer (Tier 2) since Aug’08 till Apr’11.Job Profile:Microsoft Setup Process as Escalation Engineer (Tier 2):• Helping customer in installing Windows XP/Vista/Windows 7.• Helping customer for activating Windows XP/Vista/Windows 7.• Helping customer in setting up the internet connection.• Troubleshooting with customer if they are unable to connect to the internet.• Troubleshooting with customer if they are unable to browse the internet. • Troubleshooting with customer if internet explorer is not working.• Troubleshooting with customer if unable to view online videos.• Helping customer in installing Windows service pack for Windows XP/Vista.• Creating and conducting training session for Tier 1 agents.• Uploading new resolution and resolved case details. • Maintaining daily performance report for the Tier 2 team.• Handling escalation done by Tier 1 support agent.• Recovering and explaining the customer the support option and troubleshooting.• Maintaining data for invalid cases for escalation team.

Help customer in installing modem/router.Troubleshooting with customer if they are unable to connect to the internet.Let them know about their broadband order status.Finding new resolution for broadband issue.

Job Profile:Maintaining account and students detailsSince computer institute also had separate cyber café and play station gaming zone.Helping customer in cyber café for printout and typing emails.Maintaining account for cyber café and play station gaming zone.