Technical Support Consultant
Adobe Systems
Total years of experience :10 years, 1 Months
Creating e-Learning content using Captivate and Presenter. Help clients with reporting functionality (Scorm 1.2, Scorm 2004, AICC compliant courses) in various LMS say Scorrm Cloud, Captivate Prime etc.
Hands on expertise on the new Captivate 2017 and older versions.
Basic knowledge of Captivate Prime (A brand new LMS by Adobe).
Providing support to various Enterprise users (CLP/TLP, VIP and ETLA users) in creating their projects using Adobe Captivate, Adobe Robohelp, Adobe FrameMaker, Adobe Presenter.
Testing new issues reported by the user’s and escalating them for further investigation.
Managing cases received via email and routing them accordingly to the dedicated team or technician.
Basic knowledge of RoboSource Control and RoboHelp Server.
Basic knowledge of FrameMaker Publishing Server and Microsoft Sharepoint.
Awarded the best Performer Award for Q2 in 2017.
Handling Executive, Legal and Press cases related to Windows and MS Office.
Troubleshooting in Windows and Office Applications. Working with registry files.
Installation of Windows and Office.
Usage of Command prompt to reset settings and run scans. Hands on Windows operating system.
Was awarded the best employee in July 2014.
Joined as a Level-1 engineer and Promoted to Level -3 in 1.5 Years.
Researching on new issues and collaborating with the Product Group team to find a solution.
Handling cases related to Outlook.com and Onedrive.com. Collecting fiddler logs and escalating the cases to the Product team.
Responsible for providing training to new team members for Windows also involved in evaluating their performance.
Also acted as a Team Support for Windows Level-1 and Level-2 engineers. Managing cases and assigning them accordingly.
2009-2013 Completed B-tech in Electronics and Communication with an aggregate of 63.4%(First Division).
1996-2006 All India Secondary School Examination ICSE St. Joseph's College, Nainital 66.4%