Rahul Maheshwari

Escalation Engineer - SharePoint Online.

MS365 SharePoint Online Support Engineer

• Working on incidents reported for network related faults by Retails Service Provider and Service delivery partner for FTTN/FTTB and ADSL connection. Receiving calls from field technician reporting network faults impacting single and multiple users, then manage the fault end to end and get the network fault fixed. Troubleshooting with technicians over the phone and try to provide temporary solutions to the customer till the time network issue gets resolved. • Major Role was interacting with the technicians, Access seekers, and Delivery Partners to resolve the incidents within SLA. Also acting as an Expert for Validating Remediation cases reported by the technicians. • To support and mentor all three line of business (Inbound, Nebs and Remediation) for any queries that they may have. • To identify the faults impacting multiple services & raising it to NOC for expediting the resolution. • To contact other teams outside the assurance framework on complex faults. • Provided support efficiently as an SME within 7 months after on roll in the process. • Maintain all team data trackers, take initiatives and work in a team by helping the team members stay on course with all the process related updates and helping them to adhere to the process changes. • Performing internal quality audits of the team, maintaining reports, working thoroughly as a bridge between the QA, client briefings and the team to avoid any fatal errors and mentoring the team as well. • Knowledge of various Tools and Applications like Remedy, Jigsaw, AMS, NAC, TnD, MAXIMO, Service Portal, Spatial Net, COMPTEL (OM&SRI), SNPM, iPACT, BOB, MS Office and Outlook.

Troubleshoot issues related to ADOBE CONNECT(online web meetings application). Troubleshoot issues related to the application on various platforms like WINDOWS/MAC/HAND-HELD DEVICES. Performing data recovery, addin related issues, recording repairs, performance related issues, bug reporting, log analysis, Retrieving Data Using the SQL SELECT Statement, maintaining SLA reports. Experience of working with LIVE PERSON(for CHAT process), knowledge of SKMS, SPLUNK, JIRA. Handling the role of QUEUE MANAGER(QM) in rotation efficiently. CUSTOMER SERVICE- Account related issues(activation, billing/payment, product related information and customer satisfaction)

my responsiblity includes providing technical support on the netgear home and office products(routers, switches, adapters, extenders, etc) troubleshoot the various issues related to networking concepts including basic troubleshooting on windows OS(WINXP, WIN VISTA, WIN7/8/8.1)

NETWORK MANAGEMENT