Harsh Kushwaaha

About Harsh Kushwaaha

Supported Office Core products including Excel, Word, PowerPoint, OneNote, Access…

Experience

1. Senior Technical Consultant

   Concentrix

   Aug 2023 — Present · Gurugram, IN

   Providing support with Office Core products such as Excel, Word, PowerPoint, OneNote, Access, Visio, Project.• Assessing the technical and professional capabilities of support staff and assist in developing training plans to address identified gaps. • Leading the CoPilot era through curated training to deliver cutting edge troubleshooting solutions which is empowering our customers to achieve more.• Delivering incident closures with quality customer sentiments and keeping the average volume with a high survey response of 50% and positive customer sentiment to 4.75 on scale of 5 net promote score. • The collaboration also extends to the different engineering groups, project managers and developers to bridge the within support and product teams so that we can higher business results across the organization.• Responsible for managing customer escalation, reviewing the high aged, idle and technically challenging incidents for faster resolution. • Solved complex/technically challenged cases for the team, prioritize hotfix escalation by taking accountability and evaluating customer requirement to achieve desired delivery time and expected outcome. • Performing incident management duties, assignment of incidents, filtering for right queue and making sure it is assigned as per priority. • As an active member of Buddy program where I am helping new hires in smooth learning and provide wonderful experience.• Keeping the customer at the center of delivery and maintain a good positive feedback, resolution rate, healthy customer, and partner experience.• Addressing Office deployment and activation issues by following the right behaviors. Support request queries and resolution as final point of contact.• Providing support in cases for Install, Activate, and Upgrade related concerns of Office 365 Portal related support requests pertaining to the Office Apps.

Education

• Rajiv Gandhi Prodyogiki Vishwavidyalaya

  BE IN MECHANICAL, Mechanical engineering

  2011 — 2015

• International Institute of Information Technology Bangalore

  Post graduate , Data Science