Pratish Jamarkatel

Currently working as a Customer Support associate, oversee support for seven products under Autodesk Construction Cloud, including ACC Docs, ACC BUILD, PlanGrid, Cost Management, Pype AutoSpecs, Pype Closeout. In my role as a Customer Support Associate, I provide support to a vast global user base, consistently delivering a quality troubleshooting of queries and concerns from the customers. Prioritizing customer satisfaction and fostering strong relationship with other teams within the organization.

• Troubleshooting multiple products, hardware devices, operating systems while handling sensitive data.
• Troubleshooting customer reported issues, consistent follow-ups on outstanding issues, ensuring timely resolutions and ongoing communication updates.
• Maintained comprehensive knowledge of product offerings to ensure accurate information is provided to customers during troubleshooting efforts.
• Collaborated with product development team by relaying customer feedback, leading to product improvements.
• Reduced resolution times for customer issues by implementing structured problem-solving approach.
• Collaborating with Sales to provide exceptional onboarding and ongoing support for tier one users.

• Answer phone calls, resolve incidents immediately, close the ticket with my technical understanding
• Receive and review of help tickets through JIRA Ticketing system
• Escalate the tickets to Level 3 senior engineers if required
• Enrol and manage devices such as iOS, Android, Windows and macOS using Endpoint manager
• Provide administrative support in Active Directory, Office365/Exchange
• Manage Office 365, creating user account, access permission, licensing from Office 365 Admin Portal
• Onboarding and Offboarding staffs
• Installation, configuration and troubleshooting of desktops and laptops
• Provide technical support across the company, which includes both onsite and over the phone
• Networking of the cloud servers via Microsoft Azure
• Webroot to ensure endpoint security by blocking site access
• Used 3cx for communication purpose- create extension, inbound rules update and call forwarding
• Schedule off hour backup using Cloud ally, create alerts on Jira for any failed backup.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

• Engaged and contributed on completing the back end of website for the Organization that included integration of AI, live chat and website traffic compass
• Through various collaboration with Business Analyst team did extensive research and contributed on Content management system
• Closely worked with Front end development team to establish a common ground to resolve any issue incurred
• Apart from my own skills on programming language and other project management software had a chance to induce myself to JIRA and Atlassian to track individual progress.

• Worked with a hospitality software called Guest Centrix Customer Management System (CMS)
• Gained in-depth knowledge about the software's user interface, multiple security levels, and detailed multi-level reporting
• Achieved maximum customer satisfaction by ensuring their stay felt like a home away from home.

• As part of my final assessment, I have led a team to develop a Newspaper tracking system website
• Ensured that team members were supported by effectively communicating with relevant stakeholders
• This Web Application helped store manager update the receiving and sales of varieties of the newspaper online rather than doing it manually.