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:

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).