Summary
Overview
Work History
Education
Certification
Interests
Timeline

RISHABH GAUTAM

Edmonton,AB

Summary

5+ years of extensive experience in supporting Enterprise Customers at L3 Level. CCNA, MCP and MCSA certified computer engineer with hands on experience on configuring secure networks including Cisco routers, multilayer switches, firewalls, VPNs, remote access, servers, active directory management including hardware and software troubleshooting. Experienced working with CRMs such as Salesforce, NetSuite, Sugar CRM, MS-Dynamics and Goldmine. Experience working with G Suite and Office 365. Excellent time management, presentation and problem-solving skills. Performance driven, go-getter, and team player with passion for business and product development. Ability to communicate technical issues clearly too non-technical colleagues. Excellent understanding of network and endpoint security threats. User account and folder permissions management with Active directory Installation and Configuration of Windows server and Active Directory. Experience with JIRA, OTRS SIEBEL and Zendesk Ticketing system. Experienced working with tools like OSSIM (Alien vault) for behavioral monitoring, intrusion detection, vulnerability assessment and cyber security attacks. Experience in Deploying builds and Releases for Products on Octopus Deploy in an AWS Environment (DevOps) Experienced in Pre-Sales and Deployment process for the products.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Project Program Coordinator

DEEL
11.2022 - 06.2023
  • Support planning and coordination of a program and its activities Ensure implementation of policies and practices Maintain budget and track expenditures/transactions Manage communications through media relations, social media etc
  • Help build positive relations within the team and external parties Schedule and organize meetings/events and maintain agenda Ensure technology is used correctly for all operations (video conferencing, presentations etc.) Prepare paperwork and order material Keep updated records and create reports or proposals Support growth and program development
  • Rishabh Gautam B .Tech, GDIS 587-921-5587,Gautam.rishabh7@outlook.com Worked with Handling Projects related to Sales Operations Managed users provisioning and deprovisioning users on Applications such as Outreach, Chill piper,
  • HubSpot, Ample market and Cloud talk
  • Devising strategies to improve the User Experience and generate more Revenue.

Technical Support Specialist

DEEL
04.2022 - 11.2022
  • Proactively handling escalations, responding to issues in JIRA and product enhancement requests in
  • Deel speed
  • Do pre-investigation on the issues, categorise them accordingly and assign to a relevant team following
  • Service Legal Agreements
  • Contact the partners and stay in touch with them to ensure they are fixing issues that impact customers
  • Collaborating with other internal teams globally and stay in touch until the issue is resolved
  • Communicate clear & concise answers to complex technical questions
  • Decrease the level of basic escalations from frontline teams
  • Optimize escalation processes to increase the quality and efficiency of operations
  • Working with PSP such as Wise, GoCardless,Dlocal, Revolut, PayPal and JP Morgan Chase and the local service providers all across the Globe to coordinates issues related to payments
  • Investigating issues related to Invoices and Global Payroll
  • Proactively handle deeper escalations related to payments and cards issues or requests that are raised via our general support team
  • Within strict Service Legal Agreements, deeply investigate these issues or requests, categorize them for broader analysis, and/or assign them to a relevant team
  • Contact any relevant third-party partners to further escalate issues or requests and stay in touch with them until resolution
  • Collaborate with other internal teams and actively update the affected users until their issues are resolved
  • Communicate clear & concise answers to complex technical questions
  • Decrease the number of escalations from frontline support teams by helping with training or suggesting additional product enhancements, tools, or process improvements to implement
  • Use data to conduct root-cause analysis to suggest ways to prevent customer support escalations in the first place.

Support Services Analyst

Dexco Inc
10.2021 - 03.2022
  • Providing help in Process and Quality control analysis
  • Familiarity and understanding of the current Acumin ERP application Interfacing with or representing support and taking ownership of complex problem resolution for both internal requirements and client-facing questions
  • Training of software application in our ERP solution in context of pre-defined business process definition Participating in the architecture and design process Participating in the ongoing stabilization of the product including driving success in functional user experience, refactoring efforts, testing, etc
  • Consultative functions for client-facing improvements (process re-engineering).

Cloud and Enterprise Specialist

RIVA International Inc
09.2018 - 10.2021
  • Monitoring ticket queue and assigning and actioning tickets as appropriate Monitor Ops/Enterprise ticket queue and assign or action tickets as appropriate
  • Ensure Splunk errors are assigned as tickets to the Tier 1 & 2 team and that the team have the instructions necessary to resolve the tickets
  • Manage high priority partners and clients
  • Provide outstanding client service by phone and email for account set up and product support
  • Continuous training of Ops agents to build an effective team – teaching time management, taking on enterprise customers/partners
  • Be up to date with current product features, bugs and fixes
  • Communicate with fellow team
  • Attend product retrospectives to prepare the team for new product features and fixes Monitor JIRA release tickets and KB release notes
  • Identify and attend technical training to acquire more knowledge of technical procedures and applications related to enterprise engagements
  • Work off the list provided by Success Team Manager
  • CRM/mail gatherer and other required training – assist with updating and creating documentation related to this
  • Identify training needs and work with the Success Team Manager to have them facilitated
  • Establish, recommend and implement policies to ensure quality, timely and efficient design of customer- oriented services Identify errors/pro-active customer issue resolution areas
  • And coordinate the appropriate reports and actions for each
  • Identify new client options facilitated by the CTO and the Chief Riva Architect
  • Document and demonstrate to the CTO that the team can perform these actions
  • Then start taking them on
  • Involve CTO, Chief Riva Architect, or CET as required
  • Work closely with Tier 3 and CET to ensure client success
  • Remember that all enterprise engagements require a project management plan
  • Handling escalated issues from customers – liaising with managers and appropriate teams to resolve Identifying client engagements with Ops agents that require escalation
  • Determine severity of issue, based on users affected, priority status and customer feedback
  • Review with management team for resolution
  • Schedule monthly check-in meetings with Success Team Manager – bring forward questions, suggestions and have a plan in place for each meeting
  • Integrating with Sales Team Leveraging Splunk and Fiddler to investigate the issues Creating Pro active Dashboards on Splunk

Sales Specialist

The Source
04.2016 - 02.2021
  • Greeting customers, responding to questions, improving engagement with merchandise and providing outstanding customer service
  • Operating cash registers, managing financial transactions, and balancing drawers Achieving established goals Directing customers to merchandise within the store
  • Increasing in store sales
  • Superior product knowledge
  • Maintaining an orderly appearance throughout the sales floor
  • Introducing promotions and opportunities to customers
  • Cross-selling products to increase purchase amounts
  • Devise new sales models to increase the revenues for the store.

Deployment Analyst

Microserve, City of Edmonton
08.2016 - 08.2017
  • Developed engagements for new product developments and product upgrades
  • Worked with customers and project team to determine deployment requirements
  • Evaluated existing deployment procedures and recommend improvements
  • Assisted in deployment risk assessment and mitigation activities
  • Analyzed deployment issues and provide effective resolutions
  • Coordinated with management to develop deployment communication plan and deployment continuity plan
  • Understood clearly company’s deployment processes and standards
  • Developed deployment documentations for customers and maintain training and learning materials for team
  • Provided product implementation trainings to customers as needed
  • Provided post-deployment support to customers as needed.

World Vision
Edmonton, Canada
02.2016 - 04.2016
  • Raised funds for poor children all around the world for their Education and Economic Development Raised Awareness about the usefulness of Drinking Water and Cleanliness.

IT Helpdesk Analyst

Netsmartz LLC
11.2014 - 11.2015
  • Provided technical support to over 250 users at different branches of our company on the phone and through e- mail as well as on desk installations
  • Provided prompt and courteous customer support on all areas of corporate IT services
  • Troubleshot desktop and notebook computer hardware and software problems
  • Performed Level 1 Windows Server support namely user account creation and maintenance (Active Directory and
  • MS-Exchange), network printer configuration; application, resource and file access authorizations
  • Troubleshot network connectivity problems (cabling to network switches)
  • Assisted users on software problems, viruses and spy wares
  • Troubleshot computer peripherals like printers, scanners and backup devices
  • Ensured that workstations are updated with latest Windows updates and virus signatures
  • Maintained an inventory of computers, peripherals and software’s
  • Answered telephone calls and email requests submitted to the Help Desk and maintain the IT Services Ticketing system documentations
  • Recorded and monitor software licenses, hardware inventory and IT purchases
  • Performed routine software updates on servers
  • Windows Deployment using MDT, Ghost and SCM
  • Scheduled main-frame applications and print jobs
  • Provided support to remote users accessing corporate IT services using Windows Terminal Services and Log me- In client software
  • Troubleshot network login, printing and software installation issues
  • Worked in a full team environment of Linux SME and Windows and Cloud SME which included both Level 2 and
  • Level 3 experts.

Technical Support Associate

DELL International Services
08.2013 - 10.2014
  • Provided support through telephone/email/chat, online, social media and performed remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.) and software custom or off the shelf software–industry or proprietary
  • Answered questions about installation, operation, configuration, customization, and usage of assigned products
  • Achieved sales targets for the company
  • Managing customer records through CRM software
  • Acquiring new customers by making outbound calls and bring them on board with the company
  • Marketing new DELL products through calls to new and existing customers
  • ACHIEVEMENTS Received best customer service award from the Area Manager recognizing my initiative and exemplary performance
  • Received the TRIPLE CROWN Associate Award for exceptional performance in sales and management at the store
  • Ranked amongst the top ten Associates in Alberta at The Source.

, India
01.2010 - 05.2011
  • Raised awareness about the ill effects of Pollution for the Environment
  • Organized Street Plays.

Education

Graduate Diploma - Information Security

Concordia University of Edmonton
01.2018

Bachelor of Technology - Electronics and Communications

Punjab Technical University
08.2012

Certification

Cisco Certified Network Associate Microsoft Certified Professional Microsoft Certified Solutions Associate. CompTIA A+ Microsoft Certified Azure Administrator

Interests

Emerging consumer technologies, Photography, Travelling and Cooking.

Timeline

Project Program Coordinator - DEEL
11.2022 - 06.2023
Technical Support Specialist - DEEL
04.2022 - 11.2022
Support Services Analyst - Dexco Inc
10.2021 - 03.2022
Cloud and Enterprise Specialist - RIVA International Inc
09.2018 - 10.2021
Deployment Analyst - Microserve, City of Edmonton
08.2016 - 08.2017
Sales Specialist - The Source
04.2016 - 02.2021
- World Vision
02.2016 - 04.2016
IT Helpdesk Analyst - Netsmartz LLC
11.2014 - 11.2015
Technical Support Associate - DELL International Services
08.2013 - 10.2014
-
01.2010 - 05.2011
Concordia University of Edmonton - Graduate Diploma, Information Security
Punjab Technical University - Bachelor of Technology, Electronics and Communications

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RISHABH GAUTAM