Senior Technical Support Engineer @ Bentley Systems | ProjectWise Administrator
7 Years of Experience
Pune, Maharashtra, India
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Not Available
As a Senior Technical Support Engineer at Bentley Systems, I leverage my knowledge and expertise in ProjectWise (EDMS) to provide timely and effective solutions to complex technical issues. I have also obtained certification in Microsoft Azure administration fundamentals. I have a Master of Engineering (ME) in Computer Engineering and a Bachelor of Technology (BTech) in Information Technology. I have over 8+ years of experience in the IT support industry, working with various customers and technologies, and delivering high-quality and consistent service. I am passionate about learning new skills and technologies and enhancing my engineering capabilities. I am also motivated by the opportunity to contribute to the operational continuity and technological growth of Bentley Systems and its clients.
Bentley Systems, SaaS/Cloud Product, Information Technology & Services
Bentley Systems
Bentley Systems
Bentley Systems, Bentley Systems, Bentley Systems, VDA Infosolutions Pvt.Ltd., VDA Infosolutions Pvt.Ltd., Lal Bahadur Shastri Polytechnic Institute, MeritTrac Services
Job Title : Senior Technical Support Engineer
Company name : Bentley Systems
Period : October 2022 - Present
Summary : • Leverages knowledge related to industry/solution trends to provide input to the product team
• Produces artifacts and leads training sessions to collect and disseminate information to users, wider Bentley colleagues, and their team to leverage best practices and educate.
• Coaches, mentors, and serves as a resource to lower-level colleagues.
• Provides timely responses to complex technical issues
• Manages client inquiries and accurately documents incidents via an online case management tool
• Researches and troubleshoots to diagnose the root cause and resolve issues quickly and effectively
• Performs testing to ensure that solution was successful
• Consistently responds to client inquiries within SLA targets
• Works with other teams to ensure consistent communication of tool alerts or system-wide outages.
• Handle any cases with high-quality standards to ensure customer satisfaction.
• Invests in career and personal development; training, utilizing available mentoring, coaching opportunities
• Understanding of the functional components that build the front-end product, this includes networks, databases, IIS, CONNECT, and cloud services
• Supporting all product functionality and touchpoints with adjacent products/brands, via phone, email, and web, utilizing the ticket tracking system, knowledgebase, industry knowledge, and independent thinking
• Staying up to date with product/user trends in the industry/solution and best practices to answer business needs
Location : Pune, Maharashtra, India
Job Title : Technical Support Engineer
Company name : Bentley Systems
Period : August 2021 - September 2022
Summary : • Provide Technical support via incoming phone calls, chat, and taking issues from SAP CRM Queue &
web- portal (BE Communities)
• Client and Administrative software includes-
• ProjectWise Administrator: Troubleshoot and Configuring workspaces, environments, workflow and states, interfaces, global views and document code standards.
• ProjectWise Explorer: Troubleshoot and Configure Projectwise usability, permissions, project folders, and export import tools.
• Assist with all facets of Bentley users and technical support by helping to identify user issues by isolating and resolving the issue or by proper escalation.
• Advice and train users regarding the product’s proper use and address specific user issues.
• Act as liaison between user and development support.
• Provide proper diagnosis and resolution to the user.
• Keep accurate notes and details on user support requests.
• Recreating the issue in-house on test systems to isolate the cause of the issue.
• Communicate with staff members regarding current/ongoing issues.
• Review, analyze and evaluate information technology systems operations to diagnose the issue.
• Document software problem defects for review and corrective action.
• Meet with internal Bentley teams to provide the users’ perspective on our products and services.
Location : Pune, Maharashtra, India
Job Title : IT Support Specialist
Company name : Bentley Systems
Period : January 2019 - July 2021
Summary : Roles & Responsibilities:
• Serving as the primary support liaison between the Customer & Bentley Systems
• Promoting & maintaining a high-quality, professional, service-oriented company image for customers
• Providing & delivering a high and consistent standard of customer service aligned with the contracted Service Level Agreements & Service Level Objectives
• Responsible for working with others in Technical Support, Development, Services, or Sales organization to ensure that Customer incidents and requests are resolved and/or fulfilled within committed time
• User management operations in Active Directory and Azure AD i.e. email forwarding, mailbox operations, security and distribution groups management, account validation, OU management, etc
• Worked with other Level 2 & 3 teams to resolve all incidents and requests as per ITIL
• Resolving and documenting all customer incidents and requests.
• Leveraging the Bentley Service Management system for documenting all incidents and requests.
• Keeping Customers informed of the progress of all escalated incidents and requests.
• Handling inbound call and email traffic to resolve requests and incidents
• Analyzing any incoming incident to ensure correct identification, categorization, prioritization
• Providing users with status updates concerning help tickets Incident resolution
• Diagnosing, troubleshooting, resolving incidents following documented procedures and solutions
• User requests management operations in SAP CRM
Location : Pune Area, India
Job Title : Data Center Engineer
Company name : VDA Infosolutions Pvt.Ltd.
Period : August 2017 - December 2018
Summary : Data Center Administration (L2)
• Create the HSD (Hosted Shared Desktop) servers on Citrix AppCenter
• Monitoring and Troubleshooting load balancing on the servers
• Analyze CPU usage, server up-time, used space of server using XenCenter
• Hands-on experience - Citrix XenCenter & Citrix AppCenter (V6.5 & V 7.15)
• Hands-on experience - VMWare VCenter 5.5 & 6.5 appliance
• Installed and created the New VM machine on DELL, HP, IBM servers
• Analyze CPU usage, Memory (RAM), Storage, and network load on hosts
• Manage and troubleshoot alerts on VMs
• Hands-on Comm-Vault (V11) and VERITAS NetBackup Administration
• Assign Back-Up policy to the respective back-up tape in Tape Library
• Analyzing the Backup reports and Troubleshooting the errors
• Managing File, Mail, Print DNS & DHCP servers (Windows 2008 R2 & 2012 R2)
• Processing requests of Creating User Domain & Mail ID on Exchange server through SharePoint
• Thin-client user creation and managing folders users on the file server
• Provide application control to users and assign the proxy groups
• Creation of Groups & Policies required in domain & Assigning the same to user
NA
Title : Bentley Accredited Technical Support Engineer - ProjectWise
Period : June 2023 - Present
Summary : credly.com, https://www.credly.com/badges/a2073604-4b7e-4fea-8b7b-a477b745aa80/linked_in_profile
Issuing Authority : Bentley Systems
Title : Bentley Accredited ProjectWise Administrator
Period : March 2022 - Present
Summary : credly.com, https://www.credly.com/badges/6a9bf40d-7dc5-4a80-8929-5fa3f9d046b2/public_url
Issuing Authority : Bentley Systems
Title : Microsoft Certified: Azure Fundamentals
Period : May 2021 - Present
Summary : credly.com, https://www.credly.com/badges/6354c8ac-7da8-49fe-948b-c1b04e97e96b?source=linked_in_profile
Issuing Authority : Microsoft
Title : Microsoft Ignite Azure Admin Challenge
Period : April 2021 - Present
Issuing Authority : Microsoft
Title : MSUS Cloud Skills Challenge Champion
Period : February 2021 - Present
Summary : youracclaim.com, https://www.youracclaim.com/badges/5ea4d39f-08c4-4455-aa80-d660f10a0a2f?source=linked_in_profile
Issuing Authority : Microsoft
Title : GDPR Compliance: Essential Training
Period : January 2021 - Present
Summary : linkedin.com, https://www.linkedin.com/learning/certificates/318183cb140cd671edf8bd1a757e05084492169f108b8a7e41761baf9d4a199f?trk=backfilled_certificate
Issuing Authority : LinkedIn
Title : AZ-104 Microsoft Azure Administrator
Period : October 2020 - Present
Summary : udemy.com, https://www.udemy.com/certificate/UC-48e6d68d-7345-426b-99d8-328e16855c50/
Issuing Authority : Udemy
Title : Microsoft Teams Essential Training (2018)
Period : December 2019 - Present
Summary : linkedin.com, https://www.linkedin.com/learning/certificates/83133124a5c9cf48793c02d82aa30e7b2c9d3cf00b7ef0a539231b1c051a3e25?trk=backfilled_certificate
Issuing Authority : LinkedIn
Title : Business English Certificate Preliminary - B1
Period : November 2019 - Present
Issuing Authority : Cambridge Assessment English
Title : IT Service Desk Careers and Certifications: First Steps
Period : May 2019 - Present
Summary : lynda.com, http://www.lynda.com/IT-Infrastructure-tutorials/IT-Service-Desk-Careers-Certifications-First-Steps/599614-2.html
Issuing Authority : Lynda.com
Title : Improved Covering Blanket method for Choroidal Neovascularization (CNV) texture quantification
Publisher : IEEE
Publication time : 2016
Summary : The proliferation of blood vessels originating from the choroid area causing a rupture in the Br
English (Full Professional), Hindi (Native Or Bilingual), Marathi (Native Or Bilingual)
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