Rashmi Mistry

Maximized customer investment in Lenovo products and services throughout the end-to-end customer lifecycle. Ensured effective ownership, communication, coordination, and facilitation of support service activities between customers and support teams.

Provided timely contact and communication with customers, including during and after Major Incident Reports. Managed and ran EQTL Change Advisory Board (CAB) Meetings, adhering to ITIL and ITSM standards.

Supported Adobe Connect on Hosted, On-Premise, and Managed Services platforms, managing incidents within SLAs. Collaborated with the engineering team to prioritize urgent customer requests and provided regular status updates on escalated issues.

Provided application support to internal users and external customers, responding to calls logged on the Service Desk in a timely manner. Monitored and maintained system alerts using tools like RabbitMQ, ensuring team procedures were documented.

Supported Adept/SurgaCentral customers on a cloud-based real-time feeds to commercial property management software. Assisted in setting up email marketing campaigns and updating web portal pages using CMS Umbraco.

Provided post-sales IBM Informix support, including call investigation, troubleshooting, and raising engineering cases for software bugs. Managed a team of 21 members on a shift rota basis for Informix call handling and training.

Provided IBM customers with Datastage (ETL) support, including call investigation, reproducing issues, and troubleshooting. Performed administration tasks such as starting/stopping DS server and managing user privileges.

Provided sales support to the sales team, including answering telephone queries and providing sales quotes. Coordinated customer requests and managed customer accounts using Sage Line 50.

Provided support to internal staff on internal applications, primarily using Lotus Notes, Outlook, and REMEDY call logging. Managed password resets and routed appropriate calls to relevant resolving agencies.

Provided 24x7 support to internal staff on Deutsche Bank applications, including new user creation and password resets. Monitored operational processes and system failure alerts, and wrote procedure documents.

Provided technical support to internal and external clients, from call logging to preparing test environments and reproducing issues. Responsible for client migrations and account management, including liaison with the US office.

Supported Quest products, primarily TOAD and SQL Navigator, for both internal and external clients on various platforms. Reproduced client problems and escalated issues to the US office when necessary.

Provided support for eData Management and eData Entry systems to UK, US, and European customers, managing problem logging and bug fixing. Attended User Group meetings and client visits to resolve issues.

Resolved in-house and worldwide problem-solving queries on P&O’s various trade systems. Analyzed trade systems to find more efficient means of transferring large volumes of data, both batch and online.

Prepared and delivered FOCUS training courses to customers, and managed problem logging, reproducing, and bug fixing. Managed a team of 4 staff members on call duty and rota, providing technical support.

Completed a Bachelor of Science with Honors in Information Management Technology. This program provided a comprehensive understanding of managing information systems and technology.

Obtained a BTEC National Diploma in Business & Finance. This course provided foundational knowledge in business principles and financial management.