Harsh Nandan

• Delivered Tier-3 support and SME input to internal and external customers.
• Performed root cause analysis of reported issues to enact corrections.
• Responded to support requests from enterprise customers and patiently walked through troubleshooting tasks.
• Documented faults and bugs for referral to development staff for use in updates.
• Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
• Developed and implemented preventive maintenance procedures.
• Researched and identified solutions to technical problems.
• Monitored system performance to identify potential issues.
• Configured and tested new software and hardware.
• Patched software and installed new versions to eliminate security problems and protect data.
• Created user accounts and assigned permissions.
• Generated reports to track performance and analyze trends.
• Collaborated with cross-functional teams to escalate and resolve critical customer issues.

• Troubleshoot and debugged complex customer issues to prevent big escalations
• Automated custom reports and data requirements and integrated them with BumbleBee command to save 4hrs/day of manual reporting
• Monitored and analysed splunk platform alerts and helped to get the right resolution and prevent any major platform downtime with 99.2% accuracy
• Utilize troubleshooting techniques to determine the root cause of problems and helped to implement effective solutions to provide timely and accurate support
• Worked with some top customers like 3PL, cab aggregators, food delivery etc to optimise their flow/use cases and help them to scale up bring some good revenue to the company
• Trained new team members on technical support procedures, tools, and best practices to ensure consistent service delivery
• While taking charge of an incident, maintain accurate, complete situational awareness of a problem, its impact, decisions, and the work that has been done to resolve it and steps to prevent in future
• Collaborated with cross-functional teams to escalate and resolve critical customer issues.

During this tenure he was trained with the skills essential to kick-start a career as a technology consultant.