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Techynical / Customer Support Analysyst

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Country: India
State: Andhra Pradesh
City: Hyderabad
Postal Index: 500016
Salary: 2.4L (PA)
Posted date: 11/28/2011   all resumes
Contact Info: *******@*****.***
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Resume Text:


Mobile +** 801 *** ****
** ****** ** ******* ****** experience, specialized in handling various processes in outbound & inbound Segment.

Academic Background
B.Com (III-Computers), from Dr. Br. Ambedkar University, Hyderabad, A.P
Technical Background
PGDCA-Post Graduate Diploma in Computer Application from PACE Education.
MCDST-Microsoft Desktop Support Technician from NIIT, Hyderabad.

Designation: Customer/Technical Support Executive (Voice Support)
Duration: One Year.
Location: Pune.
Roles & Responsibilities:
Provide support to customers by answering telephone calls (primarily) and replying to emails in line with departmental measures, which includes average call times, call wait times, with a focus on high quality, accuracy and customer satisfaction
Document and record all activity and communication with customers over telephone and email according to departmental standards of quality
Record all activity in the department’s call logging system, updating cases at least every 3 days in order that progress can be tracked with each customer’s incident, viewed via the customer portal and reports generated for high profile customers
Meet or exceed departmental goals for Case Management, Phone and Email response times, and Customer Satisfaction scores
Analyze and clarify customer queries though troubleshooting and researching existing knowledgebase articles/known issues
Review cases for technical complexity and make recommendations to team members with regards escalation according to departmental Best Practice
Use and create knowledgebase articles in line best practice based on new product information, support incidents, and/or common or critical issues
Participate in departmental projects, Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement

PDS Software solutions Pvt Ltd.,
Designation: Call Centre Executive (Voice Support)
Duration: Six Months.
Location: Hyderabad.
Roles & Responsibilities
User administration (setup and maintaining accounts)
Maintaining system, Verify that peripherals are working properly
Quickly arrange repair for hardware in occasion of hardware failure
Monitor system performance, Create file systems, Monitor network communication
Install software, Create a backup and recover policy
Update system as soon as new version of OS and application software comes out
Implement the policies for the use of the computer system and network
NIVISTA TECHNOLOGIES Pvt Ltd., (formerly Pundits Guild Software Solutions)
Designation: Process Associate (Voice Support)
Duration: Six Months.
Location: Hyderabad.
Roles & Responsibilities
Maintain the computer systems of a company, server management is a primary responsibility.
Responsible for installing, maintaining and upgrading Operating systems & servers
Ensuring the servers is backed up, and the server data is secure from unauthorized access.
Responsible for the day-to-day maintenance and operation of selected systems.
Track the status of each prospect post appointment schedule to update the feedback.
Strong documentation and record keeping skills, with extreme attention to detail.
Major Achievements
Selected as Quality for the processes.
Key team member of Quality special group to undergo training for Six Sigma methodologies.
Informatica series 9, SQL Server and Linux (Putty).

Personal Profile
Father’s Name : Suleman
Date of Birth : 15th Aug 1983
Address : 3-5-65/3, Indranagar, Ramanthapur, Hyderabad- 13
Languages known : English, Hindi & Telugu

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