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Technical Support Resume

BangalorE

Career Objective:

To work in a responsible position in a challenging environment, which offers scope for innovation and creativity to help deliver desired result and contribute significantly to the organization\'s growth.

Summary:

  • Nearly 7 Years of total experience in Team Handling, Shift Handling, Client and process Management, Presentation, Product Launch, Vendor management, Enhancing Sales and Marketing and Market Survey on the products
  • Worked as a Quality auditor /Process analyst.
  • Six sigma Green belt trained and worked on several six sigma Projects
  • ISO-2000-9001 Trained
  • Attended trainings for Program Manager and Leadership
  • ITIL trained
  • Basic knowledge of LAN/WAN, TCP/IP, VLAN, VTP, Configuring Switch/Router.
  • CCNA (Cisco Certified Network Associate’2005) Trained
  • Worked as a Senior Supervisor on Incident management platform.
  • Currently working as Channel Technical Support officer (North and East India )
  • Performing all the outbound marketing activities, like representing the product to the customer, marketing of the product and analysis of the competition products.
  • Business Development strategy and delivering product related knowledge in the market to increase the market value of the product and enhance sales
  • Responsible for defining and scheduling the delivery of high quality output in line with business requirements and priorities

Academic Qualification:

  • Bachelor of Commerce (B Com)

Professional Experience:

  • Responsible for delivering commitments made in SOW, SLA, and contract on time, on budget and to Customer\'s expectations.
  • Plan, schedule and conduct performance reviews with Customers and conduct Customer satisfaction surveys where applicable
  • Monitor service delivery quality, cost and track profitability of contract and assist in continuous improvements of delivery processes and quality.
  • Provide overall, cross-functional leadership for Service Delivery unit within the country including Service Delivery to customers, Solution Architecture, Transition Management, Delivery Management, Quality, Business Operations, Business Support, and Staffing & Training.
  • Lead Service Delivery division to ensure country and region needs are met, aligned to standards agreed at regional level
  • Managing Service Operations with a span of control extending to many customers across the geographies.
  • Incident Management.
  • Vendor Performance Management

Projects Details:

  • Confidential,Bangalore (March May 2010 – Till Date)
  • Brief about the Client- Belkin offers a diverse product mix that provides people with seamless electronics integration in their homes, cars, and on the go. Belkin, a privately held company founded in California in 1983, is the recognized global leader in connectivity solutions. Since our inception, Belkin has experienced an amazing 20-plus consecutive years of dramatic growth.
    Our product mix includes award-winning innovations for easy-to-set-up networking solutions, accessories for iPod« players and XM player devices, and the first Cable Free USB Hub. Our PureAV« brand, a line of cables, power, and digital wireless accessories, extracts the full performance potential from high-end home theater equipment, while offering elegant designs and advanced features.

    Duration : May’2010 – Till Date
    Role : Channel Technical Support Officer (North and East India)
    Client : Confidential,

    My Role and Deliverables in the team

    • Pre-sales product support & Training for the channel partners
    • Post-sales technical support and escalations
    • Handle all RMA from customer thru Accel.(Vendor Management )
    • Product testing before launch and post Launch
    • Increasing Sales and play a major role in Product marketing by educating Distributor (Technically) to promote and create an appeal for the product.
    • Product promotion
    • Performing all the outbound marketing activities, like representing the product to the customer ,marketing of the product and analysis of the competition products .
    • Business Development strategy and delivering product related knowledge in the market to increase the market value of the product and enhance sales
    • Responsible for defining and scheduling the delivery of high quality output in line with business requirements and priorities

    2. Confidential,Bangalore (March 2006 – Feb 2010)
    Duration : March’2007 – Feb 2010
    Role : Senior Supervisor
    Client : Confidential,

    My Role and Deliverables in the team

    • Managing THE GLOBAL ESCALATION TEAM of Tech Leads and Escalation associates (US/UK/ANZ/APAC)
    • Curbed the Statistics according to the Programs Requirements.
    • Maintained program AHT.
    • Handling Escalation Calls, Call Drops, and Client Call backs.
    • Providing technical assistance to fellow agents.
    • Dealing with any sort of process related analysis (EG Call forecasting ,preparing the weekly rosters ,FTR report Tech PPT –US/UK and ANZ ETC)
    • Monitor calls and provide feedbacks.
    • Reputation for being hard working.
    • Handling weekly TECH CONFERENCE CALL WITH CLIENT and providing the data required by the clients
    • Also maintaining Technical quality.

    Helpdesk Management:

    • Assigning Calls to the Helpdesk Team members depending on the Roster and call
    • Load on each member.
    • Updating the Team Members about outages and breakdown problems reported.
    • Coordinating with other teams (Network, Server, Asset Management, etc) to get the user’s issue resolved in the least possible turnaround time.
    • Organizing and Conducting Training Sessions for the Team Members.

    3. Confidential,Bangalore (March 2005 – April 2006)
    Duration : March’2005 – April’2006
    Role : Technical Support Executive
    Client : Confidential,

    Brief about the Client- Confidential, are the leading manufacturer of router, switches, hubs, and wireless devices.
    My Role and Deliverables in the team

    • Provided first-level technical support for “Belkin” a US based Company.
    • Handled issues related to SOHO products E.g.: Wireless Routers & Wireless Adapters
    • Promoted as a Technical Specialist & maintained team performance.
    • Handled issues related to SONY laptops and desktops.
    • Independently designed Intranet and Flash Guides providing step-by-step Troubleshooting instructions for client and fellow agents.
    • Installation, configuration and Administration of Win NT, Win 2000, Windows Vista, MAC Networks.
    • Configuring TCP/IP (Wins, DHCP and DNS).
    • Capable of administrating V-LAN (Virtual LAN).
    • Troubleshooting of Computer Hardware, Operating Systems (Windows 95, 98, ME, XP).

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