Vikrant Walia

****, ******** *******, ****** **-C, Chandigarh - 160047

Phone: 987-***-**** Email: aca3x4@r.postjobfree.com

Highlights: Over More than Four years of experience in Technical

support.

OVERVIEW

A result oriented Professional with over Four years of

experience in Technical Support. Remarkable verbal, written and

interpersonal skills blended with professionalism & discipline.

OBJECTIVE

I would like to work for an organization where I can learn and grow

and would like to contribute maximum to the organization and attain

professional as well as a personal growth. With my experience I believe I

can do wonders to enhance customer satisfaction level for the organization.

V PROFESSIONAL EXPERIENCE

V Organization: DELL INTERNATIONAL SERVICES

Designation: Technical Support Expert

Tenure: Aug 2008 - Dec 2010

V Organization: INTERNATIONAL BUSINESS MACHINES (IBM)

Designation: Technical support Executive

Tenure: March 2011- June 2012

V Organization: Ratchet InfoTech

Designation: Subject Matter Expert (SME)

Tenure: 20th August 2012 - 10th September 2013

V Prime responsibilities:

. Resolving the technical issues (computer hardware and software) faced

by customers.

. Worked as an Active TSS and SME providing Floor support and Technical

training to the agents.

. Maintaining and generating reports and evaluating team's performance.

. Making sales and maintaining the Hygiene.

. Worked on Win xp, Win vista, Win7, Printers, Routers, Portables and

desktop computers.

. Spoc for sales and customer handling skills.

. Spoc for fun activities and business updates.

. Spoc for handling escalations and providing best possible resolution.

1. Achieving targets on a regular basis (call numbers, resolution rate

and sales).

2. Maintaining a wonderful customer experience.

3. Mentoring new joinees to enhance process knowledge.

V Achievements:

1. Responsible for the Enterprise business while handling escalations

from customers.

2. Educated the Team on DSN (Dell Solution Network) usage and Correct

Call logging.

3. Won the Star of the Quarter and Star of the Segment for the Q2 FY9.

4. Won the Star of the Quarter and Star of the Segment for the Q2 FY10.

5. Won the Star of the Quarter for Q3 FY10.

6. Won Certificate of Merit for achieving maximum number of sales in a

month as Technical Support Associate.

7. Won Gold medal in cricket in Dell Premier League (DPL).

8. Worked as a member of the elite SSR (Senior Support Resolver) Team in

Dell handling site level executive escalations.

9. Working as in SUBJECT MATTER EXPERT in Ratchet InfoTech providing

floor support.

10. Educated the Team and took sessions for performance improvement and

how to improve selling skills.

V ACADEMIC QUALIFICATION

11. Matriculation from C.B.S.E (2002) with first division.

12. Senior Secondary from C.B.S.E (2004) with first division.

13. B.Tech (IT) from P.T.U (2008) with first division

V PERSONAL DETAILS

. D O B: 25.01.1986

. GENDER: Male

Contact this candidate