CHR Solutions

Systems Analyst

CallTek

● Providing first call resolution (FCR) to customer issues.
● Day-to-day functioning/administrative work including report generation, team workload distribution, and structure to ensure consistent performance.
● Manage team performance and overall development of the team while ensuring that all key metrics as per the SLAs are met.
● Experience in assisting multiple customers simultaneously.
● Handling tools and process training, documentation, knowledge base management, and creation of SOPs (Standard Operating Procedure).
● Working with multiple vendors to ensure customer satisfaction and growth targets are achieved.
● Creating Incidents, Service Requests, and Onsite tickets on the customer’s behalf.
● Conduct or attend the daily stand-ups meeting with the team, and weekly governance calls with vendors to ensure service is delivered within the defined SLA timeline.
● Handling escalated issues at the corporate level and providing the best possible resolution to the customers.
● Monitoring, providing feedback, and insights to improve field service operation and its efficiency.
● Working in a 24*7 environment in rotational shifts.

Technical Support Engineer

HCL Technologies Ltd 

Technical Support Specialist

Senior Analyst

Concentrix

Worked as a frontline chat agent for Dell Technical Support for US and Canada customers.Experience in assisting customers in technical and software issues over chat or through remote sessions, assisting multiple customers simultaneously, following up with customers regarding the issues via calls and emails, creating Incidents, Service Requests and Onsite tickets on customer’s behalf, handling escalated issues of corporate level and providing best possible resolution to the customers, working in 24 x 7 environment in rotational shifts.

Sr. Technical Support Specialist

Technical Support Associate

CMS IT SERVICES Pvt. Ltd.

Troubleshooting of all the desktop related issues, hardware issues and software issues, also software/application installations.

Consultant

Wipro Infotech

Troubleshooting of all the technical issues like Switches, Routers, IP's, Softwares & Hardware issues etc.

ASSOCIATE NETWORK MANAGEMENT

Experienced Technical Support Engineer with a demonstrated history of working in the outsourcing/offshoring industries like Wipro, CMS IT Services Pvt Ltd, Concentrix India Pvt. Ltd., HCL Technologies Limited, and Calltekcenter India Private Limited, having 6 years & 10 months of work experience.

Skilled in Microsoft applications, Teamwork, Networking knowledge, Process training, Leadership, International Chat/Email/Voice process, and Electronics.

Strong information technology professional with a Bachelor Of Engineering (B.E.) focused in ELECTRONICS ENGINEERING from Rajiv Gandhi College of Engineering & Research Technology.

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