Project Manager Customer Service

Rajkumar

Parsi

Mobile: +919*********

Email: **********@*****.***

Career Objective:

Self-motivated, firm believer in team work and highly creative, Looking

forward to work in a challenging & professional atmosphere that can exploit

my capabilities to the fullest and contribute my best towards the growth of

the organization.

Educational Qualification:

Bachelor of Science in Computer Science (B.Sc.-CS)

Experience:

9 Years of experience as Technical Support Representative / Quality Analyst

/ Business Operations Analyst. Currently working as Business Operations

Analyst at IBM Global Services, Hyderabad.

Professional Profile:

March '2002 to Feb '2003 NIIT Ltd, Kukatpally.

May '2003 to Dec '2004 Swift Solutions Pvt. Ltd.

Jan '2005 to Dec '2005 Satyam Nipuna Services

Jan '2006 to Till Date IBM Global Services

Technical Skills:

Operating Systems : Dos, Windows 95/98, Windows XP and Windows 2000.

Computer Languages : C, C++.

Packages : Microsoft Office 97/2000.

Organization: IBM Global Services, Hyderabad.

Working as a Business Operations Analyst, responsible for a full range of

activities which ensure the operational effectiveness and excellence of the

business unit.

Business Operations Analyst:

Works directly with Client to understand project concept, objectives and

approach.

As a Sr. Business Operations Analyst I was involved in various business

operations and helped the organization to achieve efficiency and satisfied

customer service, documenting the business process by identifying the

requirements.

My responsibilities included handling various activities of the project

like information gathering, analyzing the information gathered, documenting

the functional or business requirements.

Prepares reports for different Service Lines (Oracle, SAP, BAO, AIS, S&T)

on a weekly and daily basis.

Responsible in preparing reports for Europe IOT.

Created slide presentations for quarterly business reviews for corporate-

level management documenting business status, performance, and pending

business initiatives.

Worked with production managers to design and implement tools and controls

to achieve performance goals and compiled and presented chart presentations

to them on a regular basis comparing performance and quality trends against

set goals

Experienced in working with various tools like BRIO, SI Studio which is

used for requirements gatherings in business.

Validate incoming operational requests for feasibility, adherence to

process and priority.

Identifies issues, analyzes available data and information, and recommends

changes to management.

Responsible for ensuring that all documentation accurately reflects the

current status of changes and outstanding issues so that business

requirements reflect application features and functions.

Participated regularly in Review meetings with Project Manager, Architect,

Application System Engineers.

Project Administrator (Kraft Foods):

Executed the daily Operations of running and setting reports to complete

Metrics

Created Power Point Presentations for the all hands Weekly and Monthly

meetings

Maintained and Created Databases

Responsible for timecard auditing weekly

Review existing workflows to improve automation

Assisted in preparation of support and mod plans to ensure implementation

of support deliverables

Self compliance and driving the team to adhere to Quality process and

guideline

Create Procedure and testing templates for Processes

Testing initiatives are required by the project and tracking reports

Analysis on Reports base on various contracts and processes

Associate Remote Support Specialist AT&T (Second Level):

Providing Technical support for Lotus Notes, AT&T VPN Client, Print Server

Management, and TSM.

Coordinating with the appropriate technical or systems personnel (Conf

call) to troubleshoot hardware, software and/or network problems.

Handling a team of 20 associates, acting as support tech and also

responsible for achieving the process metrics and standards.

To provide basic to moderately complex support to customers on products,

systems, peripherals and software Logging of calls from customers onto

a database and following escalation procedures to

resolve problems or issues.

Responsible for Quality audits and handling tech sessions, process reviews

to maintain and attain highest level of quality.

To provide and maintain strong, professional relationships with all

customers and show empathy for the customers at all times.

Achievements:

. Eminence and Excellence Award for the Year 2012.

RNR for the months of March and April 2006.

.RNR for the months of August, September and November 2007.

.Amongst the Top Ratings since 2010.

Being a part of AT&T Pilot batch completed successfully Transition

period.

Provided Technical training for the new hires and also session on

Quality Parameters.

Organization: Satyam Nipuna Services, Hitec City-Hyderabad

Work Experience:

Providing Technical support to dialup customers in Windows 95, Windows XP

and Windows 2000 and also responsible for providing assistance with

connection issues as well as assistance with various internet software

programs.

Responsibilities:

Handling a team of 20 associates, acting as support tech (L2) and also

responsible for achieving the process metrics and standards.

Supporting customers that have purchase a premium support contract. Assist

first level, second level, professional services and escalations support

engineers with support calls.

Responsible for audits and handling technical sessions, process reviews to

maintain and attain highest level of quality.

Precisely document IT trouble tickets, solutions, modifications,

installations, and upgrades for Modems, Basic LAN/WAN Connectivity check

and to ensure proper issue prioritization, quick resolution, serving as a

detailed reference in the knowledge base for solutions and proposed

changes.

Provide support for Internet Explorer, Outlook Express email client

configuration, Troubleshoot TCP/IP and Ethernet connectivity problems, dial-

up account configuration.

* Two-time award winner - Outstanding Help-desk Support.

Organization: Swift Solutions Pvt. Ltd, Panjagutta.

Work Experience:

I had an opportunity to work with SWIFT SOLUTIONS Pvt. LTD, as a Sr. TSE

(Senior Technical Support Executive). The company gave me a good start to

my career as a TSE. I have been working in different campaigns where in I

got an opportunity to explore myself.

Job Profile:

We follow standard diagnostic procedures with an emphasis on handling the

most frequently asked questions as quickly and effectively as possible.

To provide and maintain strong, professional relationships with all

customers and show empathy for the customers at all times.

To make ourselves available to make calls on-line and provide feedback on a

daily basis to the team leader on newly emerging issues.

Organization: Niit Ltd, Kukatpally.

Niit Ltd. is an organization providing training support to Corporate

Divisions, Graduates and under Graduates.

Work Experience: Worked as Machine Room Coordinator and also carrying the

responsibility of handling classes.

Extra-Curricular Activities:

Successfully led the college cricket team for 2 years

Personal Details:

Fathers Name : Sri. Parsi Rajeshwar Rao.

Date of Birth : April 28 1979

Languages Known : Telugu, Hindi, and English.

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