Abhinav P.
Senior IT Professional Video Conferencing Subject Matter Expert
Open to offersNew to PlatformAbout
Abhinav P. is a seasoned IT Professional with over 8 years of experience across the technology and customer support sectors, particularly within cloud services and video conferencing. At Capgemini, he advanced to Subject Matter Expert (SME) for the Webex Team, where he now leads by providing technical guidance and mentoring Tier 1 and Tier 2 engineers. Abhinav specializes in managing escalations and tackling complex Webex platform issues for high-profile global enterprises, directly collaborating with engineering and product teams to improve platform reliability. His background includes end-to-end video endpoint support under Cloud Meeting Services, maintaining service level agreements, and consistently delivering first-contact resolutions for premium Webex customers. At Convergys India, he built expertise in hardware/software troubleshooting and client upselling, consistently surpassing KPIs in a high-volume call center context. Abhinav holds a Bachelor of Technology in Computer and Science from Punjab Technical University.
Experience
SME, Webex Team
Capgemini (formerly Altran Technologies) · 2024 — PresentServe as the leading Subject Matter Expert for the Webex Team, offering technical guidance and mentoring to Tier 1 and Tier 2 engineers. Oversee escalations and ensure the resolution of complex issues for a global client base, including high-profile enterprises. Provide engineering and product teams with feedback to improve platform stability and user experience.Video Endpoint Specialist / Premium Help Desk (PHD)
Capgemini (formerly Altran Technologies) · 2021 — 2024Oversee end-to-end support for video conferencing endpoints and devices managed under the CMS (Cloud Meeting Services). Offer dedicated support for premium Webex customers while managing SLAs and ensuring first-contact resolution. Work collaboratively with backend teams to address platform and integration issues.SBR Analyst / CSFL Tier 1 Support (Webex Team)
Capgemini (formerly Altran Technologies) · 2019 — 2020Deliver Tier 1 support for users of the Webex platform (CSFL), tackling access, connectivity, and feature-related challenges. Transition into SBR (Skilled-Based Routing) to manage specialized support queues aligned with agent skillsets. Contribute to the maintenance of the knowledge base and assist in training material development for internal teams.Associate (Sales & Basic Hardware Support)
Convergys India Pvt. Ltd. · 2016 — 2018Engaged in hardware and software troubleshooting while also upselling services to international clients. Regularly surpassed KPIs related to customer satisfaction, call resolution, and revenue generation. Established strong communication and customer handling abilities in a high-volume call center environment.
Skills & Expertise
Education
- Bachelor of Technology, Computer and SciencePunjab Technical university · — — 2014
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