Rushikesh Pawar
L3 Technical Support Engineer | Driving IT Solutions with Agile Methodology | Fostering Team Collaboration
- Role
- Support Specialist at NielsenIQ
- Location
- Pune Division, MH, IN
- LinkedIn followers
- 500 followers
About Rushikesh Pawar
I have 7 + years of professional experience, all specifically focused on application and…
Experience
Support Specialist
Oct 2022 — Present · Pune, IN
Maintain a working knowledge of Nielsen Connect supported products andtechnologiesFulfill service requests and respond to technical incidents by executingactions based on standard operating proceduresPrioritize, research, troubleshoot and resolve or escalate technical issues. Asneeded, identify workarounds and communicate to customers.Provide high-quality service to continually drive towards “first call, first touch”resolutionProvide meaningful analysis of issues back to users and provide timelyupdate for any on-going problemsWork cross-functionally with the user, other support teams, operations,technical delivery teams and vendors to resolve issues through root causeanalysis and problem management.Perform routine smoke testing, system, and job monitoringProvide consistent and clear updates on tickets in tracking tools (ServiceNow & JIRA)Maintain support documentation - Standard Reporting, Knowledge Base,FAQs, Job AidesEnsure compliance to standard Nielsen Practices / Tools (Nielsen ClientHelpline, Incident and Problem Management, Change Advisory Board,ServiceNow, JIRA)Remotely participate in responding to inquiries and issues during live clientdemos and training sessions.
Education
Savitribai Phule Pune University
Bachelor of Science - BS
2017 — 2020
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