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Technical Support Management

Location:
Bengaluru, KA, India
Posted:
July 23, 2015

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Resume:

OBJECTIVE

A highly motivated and ambitious individual able to give timely and accurate advice, guidance, support and training to team members and individuals. Possessing excellent management skills and having the ability to work with the minimum of supervision whilst leading a team of twelve or more. Having a proven ability to lead by example, consistently hit targets, improve best practices and organise time efficiently.

Now looking forward to a making a significant contribution as a team leader with a company that offers a genuine opportunity for progression.

WORK EXPERIENCE

January 2013 – Till date: STYXL E-RETAIL LLP

Designation: Founder and CEO

STYXL E-RETAIL LLP was founded in the year 2013 with an aim to bring E-Commerce to Kolkatta and the North Eastern Region

My job responsibilities included:

oCo Found the organization

oHIring

oProduct Development

oClient Interaction

oVendor Management

oMarketing

June 2011 – November 2012: Dell International Services India Pvt Ltd.

Designation: Technical Support Supervisor

My job responsibilities included:

oEnsuring that staff are motivated, monitored and measured in line with company targets and performance standards.

oResponsible for making sure that any gaps in performance or quality are quickly identified and addressed.

oProducing accurate reports on team performance for senior managers.

oDuties: Preparing daily workloads for staff & co-ordinating the daily allocation of work.

oMotivating the team to achieve high standards and KPI targets.

oHandling new client enquiries and acting as the face of the business.

oDealing with and resolving problems and issues which arise.

oWorking with the sales and marketing team to drive sales forward.

oMentoring and training up junior and new staff.

oMonitoring & reporting on standards & performance targets.

oArranging & chairing daily/weekly team meetings, focussing on targets & achievements.

oImplementing new initiatives.

oInvolved in the recruitment of new staff.

oPraise team members and creates a positive working environment.

oEnsuring all administrative and IT records are entered and updated correctly.

oProviding prompt and accurate information on individual performance.

April 2008 – June 2011: Technical Support Coach II – Dell International Services

November 2005 – April 2008: Technical Support Coach – Dell International Services

My job responsibilities included:

oProvide second-level technical support on basic operational or maintenance of computers and /or peripherals using documented procedures and available tools.

oGuide L1 technical support rep's troubleshooting efforts to identify products that are defective and direct in issuing service calls in accordance with guidelines.

oRemain knowledgeable of Dell's procedural guidelines and technological updates for issuing service and handling technical escalations.

oArrange coaching and mentoring sessions based on needs analysis for adherence improvements.

oPublish various reports to the team and also to the floor. Arrange and participate in huddles to analyze team performance and improve business goals.

oParticipate in site-level conference calls to discuss and drive metrics on floor.

August 2002 – November 2005: Dell International Services – Tech Support Agent:

oWireless Specialist – US CTS Tech Support - Assisted the Portable Queue in the concept of wireless. Trained Portables department in the wireless networking concepts.

oCBT to a Wireless team – US CTS Tech Support - actively involved in the team performance improvement program. Coached and mentored techs and shared best practices and have provided training both on technical and customer handling skills.

oWireless Tech – US CTS Tech Support - Responsible for troubleshooting Wireless networking hardware on computers.

oDesktop Tech – US CTS Tech Support - Responsible for troubleshooting the hardware issues on Dimension computers.

KEY SKILLS AND COMPETENCIES

oProven ability to manage through others.

oStrong decision making and problem solving skills.

oAble to motivate and lead others in a team environment.

oExcellent communication skills, both written and verbal.

oAn ability to build rapport and trust quickly with work colleagues.

oAble to prioritise tasks and workloads in order of importance.

oTrack record of delivering results with deadlines.

AWARDS AND ACHIEVEMENTS

Dell International Services India Pvt Ltd.

oOntrac Star Certification Program for Team Leaders – March 2012

oDell Bronze Award for exceptional achievements – Q4 FY2012

oBest Team Manager – Q4 FY2012

oBest TSS – Q2 FY2009

oEthics Awareness Champion – May 2009

oBest TSS – Q3 FY2008

oBest TSS – Q2 FY2008

oEthics Awareness Champion – October 2007

oDell Smartstep – October 2005

oBest Tech Support Agent – Multiple times

oMultiple Appreciation mails from Dell Customers and Area Managers

TECHNICAL SKILLS

Desktops

Dell Dimension/Inspiron/Vostro/Optiplex

Laptops

Dell Studio/Inspiron/Vostro/Latitude

Networking

Dell Wireless Networking products

Operating Systems

Windows – All versions

Linux – Basic knowledge

EDUCATIONAL QUALIFICATIONS

oBachelor of Computer Application – EIILM University

oHigher Secondary (12th) – Higher Secondary Council of West Bengal

oMatriculation (10th) – West Bengal Board of Secondary Examination

CERTIFICATIONS

Dell Certified System Expert

Star Certification Program by Ontrac for Team Leaders – March 2012

Project Management Essentials – June 2008

Advenced Data Analysis in Excel 2003 – June 2008

Essential Skills for Tomorrow’s Managers – July 2008

LANGUAGES

English, Hindi, Bengali, Kannada

BEHAVIOURAL SKILLS

Strong people and group management skills.

Good facilitation skills.

Good coaching skills.

Excellent focus on customer satisfaction and client needs.

Ability to innovate so that learning is an enriching experience

Assertive and self driven

Good interpersonal skills and ability

Result oriented

HOBBIES

Travelling, Music, Movies, Photography, Rifle Shooting

State/Inter-state/Pre-national level medal winner in Rifle Shooting.

Participated in National Shooting Championship Competition – 1994

Was a part of Junior National Shooting camp



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