Product Support Consultant
Adobe Systems India Private Limited
Total years of experience :15 years, 10 Months
• Providing support to first line chat and email support user group for Adobe Muse and Business Catalyst.
• Taking care of HTML, JavaScript and CSS issues (implementation issues). If the issue is not supported then redirect user to the correct resource.
• Taking care of liquid templating engine (from SHOPIFY) and debugging user’s code to fix the issues.
• Liaising with Engineering team by escalating cases(in JIRA) for Critical issues/enhancements and then keeps a track of it to provide updates to the user.
• Use Business Catalyst CRM and SAP CRM to manage cases and work on them.
• Perform testing to identify bugs and log them in Watson bug tracker system for known and new issues.
• Launching CSOs in case of Outages (for issues on BC servers) and co-ordinate with AWS (Amazon Web Services) engineers to fix the outages.
• Updating the knowledge back articles.
• Mentoring a team of 12 level one support members.
• Participate in weekly Tier 2 meetings.
• Managing queue for Cases and Chats.
• Provide training to new hires.
• Work closely with OpenSRS mail system providers to confirm setup of email accounts and to check issues with mailboxes.
• Support user installation/Activation/crash issues for Adobe Muse on MAC and Windows.
• Support user for issues related to Business Catalyst appearing on MAC and Windows.
• Provide support to users for FTP into the Business Catalyst using various FTP clients like Filezilla, CuteFTP or Adobe Dreamweaver.
• Supporting users with Domain name setup and troubleshooting issues with Nameservers, A records, CNAMES, domain forwards, MX records, SPF/TXT and SRV records.
• Support users with Analytics- in creating report for the site analytics and with CMS reports for customers, sales, products etc.
• Supporting users in implementing Google Analytics code on the site.
• Take calls and help the customer in troubleshooting Desktop issues for the software like installing and configuring the ODBC database client, installing SYBASE, DMS applications etc.
• Taking care of Business users Domain Accounts using Active Directory by resetting passwords, unlock the AD accounts, adding or removing groups as per software requirements laid by ITIL V3.
• Taking care of Business users email Accounts using Mission Control tool in sync with Active Directory.
• Configuring the MS outlook profile on user's desktop as well as taking care of PST files by repairing or recovering them.
• Taking care of the mainframe accounts for the user by resetting or unlocking the IDs using AS400 mainframe display tool.
• Taking care of all shared resources- printers, shared files and folders as per the Domain Requirement.
• Taking care of Troubleshooting of the VPN client software Remote access from AT&T.
• Configuring the LEAP connection (office secure WI-FI)
• Taking care of the Severity ticket creations, updating of the status of tickets using IT service management tool 'Service Now', which is laid on ITIL V3 format for the hardware issues dispatching the Technicians to the user location
• Take calls and help the customer in configure the PPPoE connection (Windows XP and Windows 2000).
• Support configuring the connection on the firmware page on the modem.
• Help the customer in configuring up to 5 email accounts in Outlook Express, Microsoft Outlook(for windows XP), Windows Mail (Windows Vista), Mac Mail (version X and above).
• Helping customer in configuring the wireless connection on supported routers and connecting to them up to a maximum of 3 computers.
• Creating Manual wireless connection in Windows vista, windows XP and windows 2000 from Wireless Zero Configuration Utility.
• Resetting, Renewing, Refreshing the TCP/IP stack using netsh, ipconfig release, renew commands.
Completed Bachelors in Commerce in 2006 from Delhi University (School of Correspondence).