Adwaith Prasad
PMO support officer at Emerson
- Role
- Pmo Support Officer at Emerson
- Location
- Nashik, MH, IN
- LinkedIn followers
- 500 followers
About Adwaith Prasad
Application Support Analyst | PMO & Clarity PPM Support | ServiceNow | Global User Support professional with experience in incident management, ticket handling, troubleshooting, UAT, resource management, and stakeholder coordination. Currently supporting global users at \"emerson.com\"(https://reference-url-citation.invalid/1) across APAC & EMEA regions, delivering effective support solutions and ensuring high customer satisfaction through calls, chats, and email support.
Experience
Pmo Support Officer
Nov 2021 — Present · Nashik, IN
Implemented and maintained Project management office tools including Clarity PPM, DocPro, and Test Studio to optimize project management processes.• Conducted comprehensive Clarity timesheet training sessions via MS Teams/Office, ensuring seamless onboarding for new team members.• Monitored Clarity data integrity daily, achieving a remarkable record of addressing just 1-2 job failures over 365 days. Swiftly resolved issues by collaborating with the technical team and meticulously documented resolutions to maintain peak operational efficiency.• Served as the primary point of contact for Nashik/Pune-related tickets and user concerns, ensuring prompt resolution and high client satisfaction.• Provided extensive support to users across Asia Pacific, Europe, Middle East, and Africa regions, fostering strong client relationships.• Troubleshooted complex tool issues reported by global Emerson users via email, delivering well-documented resolutions and effective workarounds.• Proactively communicated with customers to identify and resolve issues, gathering critical information to support troubleshooting efforts.• Independently replicated and resolved customer-reported issues, ensuring timely resolutions and escalating complex issues to development teams when necessary.• Took ownership of support tickets, coordinating effectively with next-level support staff to prioritize and resolve issues based on severity.• Conducted thorough user acceptance testing for bug fixes, providing valuable feedback to development teams during product release cycles.• Demonstrated commitment by maintaining availability during critical production downtimes, actively contributing to expedient issue resolution efforts.• Conducting training sessions for project team members on tools, processes, and methodologies.
Education
Savitribai Phule Pune University
Bachelor's of Computer Application, Information Technology
2015 — 2017
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