Abhishek Jain

Raipur (Chhattisgarh), India +919********* adglzd@r.postjobfree.com

www.linkedin.com/in/abhishekpjn, DOB: 23/07/1996

Statement:

An experienced and highly skilled Escalation Technical Support/Operations Engineer and people-first point of contact with a successful track-record across various industry sectors. During my degree, I have developed an excellent eye for detail due to the heavy demands of assignments and research. As a result, I am also able to work under pressure, especially when balancing my educational workload with my volunteering placement at local companies. Specialises in troubleshooting and future-proofing underperforming call centre, operational and support functions, passionate about developing people and totally customer-centric. Looking to re-establish a career in a progressive organization which requires technological and managerial expertise. Education & Certifications

The University of Northampton Northampton, UK

“MBA in Business Administration (MBA)” September 2017 - Present Modules studied: ‘Critical Issues in Business, Competitive Strategy and Innovation, Financial Decision Making, International Business Negotiation, Management and Organisational Behavior, Managing Operations and the Supply Chain, Organisational Culture and Work Environments, Strategic Marketing, The Entrepreneurship Project, Perusing Master of Business Administration

Mats University Raipur, India

“Bachelor of Computer Applications (BCA)” 2017

Core programming in Java, System programming, E-commerce, Programming in C, C#, C++, database management system, Web designing, Linux, Entrepreneurship, Principles of Marketing, Quantitative methods, Basic analog and digital electronics, Fundamental of computers, Environmental studies, Discrete mathematics, Human Rights, Multimedia Technology, Graphical user interface-visual basic, Principles of management and Project management.

Baynes Memorial Baptist Church Matriculation Higher Education Chennai, India Modules studied: ‘Accountancy, Business Studies, Commerce, 2014 Computer Science, Economics, English, Hindi’

SJT Surana Jain Vidyalaya Higher secondary Chennai, India 2013 9th Grade to 11th Central Board of Secondary

English Communication, Hindi course, Mathematics, Science, Social Science. Agarwal Vidyalaya Matriculation Higher Secondary School Chennai, India Student 2010

Grade ‘Pre-K.g’ to ‘8

th

Matriculation’ Board Basic Subjects

Employment & Work History

8x8, Technical Escalation Support Engineer Aug 2019 – Jan 2020

• Confidentiality and data privacy knowledge (GDPR/CPNI/FCC)

• Excellent customer service skills and dealing with escalations

• Raising and resolving issues with NOC/Carrier

• Hands-on experience with OPS tools and backend operations

• On-call engineer on weekends and handling major outages and incidents

• Specialist in crisis management for enterprise customers

• Handled call quality issues by doing network checks such as Ping Plotter and Network Utility Tests to identify latency and packet loss related issues on the client system

• Knowledge and troubleshooting proficiency of LAN & WAN technologies, Routing & Switching, Internet access connectivity types, Network protocols and mission-critical network environments

• Performed necessary testing and escalated the required cases to higher tiers

• Taken swift action during outages which caused business impact and sent management alerts to internal teams and all affected customers.

• Assisted the team in raising cases to the Atlassian team by creating JIRA/Confluence cases for the fixing necessary issues for the deployment/development 8x8, Advanced Technical Support Engineer Oct 2018 - Jul 2019

• Expert in unified communication technologies like VoIP/SIP/RTP/Cloud computing/Contact centre concepts and training

• Liaised with various ISP’s in case of user’s outage and assisted them to perform various tests

• Have good experience in factory reset and provisioning the devices such as Cisco, Polycom, Yealink and Panasonic DECT Phones

• Effective knowledge in troubleshooting the hardware related issues and updating firmware versions when required.

• Remoted into the user’s machine and assisted them in installing and updating and resolving issues they have with Virtual Office Applications and integrations (Maestro)

• Assisted users by checking the call routing setup in Virtual Office through Auto Attendant (AA), Ring Groups (RG) and Call Queues (CQ)

• An analytical and process-oriented approach

• KCS Graduate/Publisher and knowledge of Salesforce/Multiple integrations

• Performed second line checks and assisted customers to resolve their issues efficiently

• Created and Managed user accounts in 8x8 PBX telephony system Svante System LTD, IT Support Trainee Oct 2017 – Sep 2018

• Extremely skilled in responding to user queries or issues through calls or emails and provide troubleshooting to resolve the issue.

• In-depth knowledge in assisting the user by remoting into Hardware user’s machine or Liaised the user to walk through the steps required for troubleshooting.

• Managed user accounts efficiently (including creation, deletion, permission and VPN access).

• Created and maintained e-mail addresses and distribution lists in MS- Exchange.

• Knowledge in handling user and shared mailboxes, permissions and verifying licenses in Office 365 admin.

• Expertise in Exchange. ServiceNow tool to log, track, manage Incidents and Service Requests.

• Provided technical support for corporate users to include setting up computers, passwords, rights and responsibilities using Active Directory (Computers and Users).

• Performed password resets, software installation, performance-related issues, network connectivity and VOIP troubleshooting.

• Hands-on experience in SQL commands (DML, DDL.TCL, DCL) for the retrieval of user data.

• Coordinated with clients at times of business impacting issues by initiating chatrooms, bridge calls based on the priority.

• Have extended service to account management team by handling user accounts.

• Taken prompt initiative to escalate out of scope issues to other towers.

• Possess excellent email monitoring skills by swiftly actioning the emails based on the request

/replies.

Intern, Feasible Research & Technologies Pvt. LTD Apr 2017 – Sep 2017

• Provided direct support in the day-to-day operations on network hardware and operating systems

• Operated as the Level - 1.5 SYSTEM X Production Support

• Applied a structured methodology and led change management activities along with conducting impact analysis

• Coordinated with Incident Management Team for instant analysis and impact of the change implemented

• Performed deployments in stage and production environment during the release period.

• Provided input, document requirements and support the delivery of the change programs

• Provided specialized investigation and diagnosis of all Incidents and Service Requests

• Worked on user maintenance (Adding/deleting user and user groups) and granting of roles & privileges

• Perform Device Validation to make sure the devices match the criteria before the pre-sale.

• Performed troubleshooting of the application; supervised the smooth implementation of the same.

• Have raised Change Requests (CR) to make sure, efficient change is assured in the Change Management Phase

• The monitor server status and performed restart and shutdown when required.

• Liaised with support teams for database server maintenance Junior Business Analyst, Sanam Tours and Travels Jul 2014 - Mar 2017

• Generating and analysing data on request

• The creation and programming of MI and KPI reports

• Identify opportunities that can improve the efficiency of business processes, particularly asset management & compliance

• Assist in troubleshooting software application issues.

• Provide assistance and advice to business users in the effective use of applications and information technology.

• Design and development of dashboards.

• The analyst will be technically experienced with BI Visualisation tools

• Support in complex analytics application configuration to meet end-user requirements while also configuring workflows, analyses, templates, reports and other application controls.

• Engage in business improvement, data analysis, project management, problem-solving and operational management.

• Develop & tailor the account’s chosen system to meet asset management & compliance requirements.

• To ensure satisfactory KPI performance and associated reporting

• Reviewing, analysing and modifying data and presenting this data in the required format.

• Experience in SQL DB, VBA, NET and advanced level Excel skill. Languages

• Hindi (Fluent)

• Tamil (X)

• English (Fluent)

Certifications:

• Total: CompTIA Network+ Certification (N10-007)

Certification body: Udemy

Year: 2020

• IT Helpdesk Professional

Certification body: Udemy

Year: 2020

• ITIL Foundation Level

Certification body: Simplilearn

Year: 2020

Additional Information

• Management and maintenance of PC's, routers and switches

• Experience managing network security tools

• Experience managing firewalls, anti-virus and intrusion detection systems

• Identifying network performance issues

• Configuration of network equipment’s

• Managing and maintenance of network equipment’s

• Experience with general telecommunication devices

• Experience monitoring network performance

• Experience in using JIRA/Confluence

• Troubleshooting, solving and documenting network connectivity issue Skills:

• Languages: C++, C, Java

• Web Designing: HTML, CSS, JavaScript, JSP

• Database: MySQL, Oracle

• MS Office Applications: Word, Excel and PowerPoint

• Operating System: UNIX, LINUX and Shell

• Networking. VoIP, Contact center scripting, Product/Technical Support. References

References are available upon request.

Contact this candidate