Customer Service Management
Resume:
[pic] BASAVANNEPPA MUSALMARI
[pic]
( ******@*****.***
SUMMARY
A dynamic Technical Application Management Professional with 2+ years of
experience in handling Incident Management, Customer Service, Service
Requests, Service Desk Functions, Server Level & User Level Maintenance of
MS Dynamic CRM 4.0s, Query Solving, and Troubleshooting in the Information
Technology (IT) Industry. Excellent Technical Skills, and proficient at
Monitoring Server and Desktop Performance, Classification and Configuration
of IP address / subnet mask, providing Online Customer Support, and
handling Management Tools like Net-meeting, WebEx meetings, Windows Live-
meeting, and Windows Remote Desktop etc.
KEY STRENGTHS
* Technical Service Desk Functions
* Application Management
* Incident Management
* Customer Support
* Maintenance of MS Dynamic CRM 4.0s
* Troubleshooting
* Configuration & Monitoring
* Solution-oriented Approach
* Phone & Online Etiquettes
* ITIL V3 certified
EXPERTISE ON HARDWARE & SYSTEM ADMINISTRATION
* Excellent conceptual knowledge on hard disk partition and volume.
* Installation, reinstall and up-gradation of OS like windows XP,
windows 2003.
* Installation and configuration of all kind of applications, software &
device drivers.
* Troubleshooting of XP and hardware trouble shooting like BIOS setting,
Display problem, device manager, power issue, Master / slave
configuration, inventory and preventive maintenances, Dialup
connection creation & configuration etc.
* AD user management, File systems and NTFS permissions.
* Monitoring the performance of a server or desktop.
* Backup and restoration through NT backup.
* Classification and configuration of IP address / subnet mask.
* Services and event viewer analysis.
* Basic knowledge on network devices like hub, switch, router.
* Outlook and mail configuration.
* Management tools like Net-meeting, WebEx meetings, Windows Live-
meeting, and Windows Remote Desktop etc.
CAREER OVERVIEW
With a total experience of 2 years and 9 months, I am adept at handling the
various queries related to the field of Information Technology (IT). My in-
depth and conceptually-strong Technical Knowledge, coupled with my
excellent phone etiquettes, allow me to solve and troubleshoot technical
issues in the shortest time possible. I am proficient at maintenance and
performance analysis and fast problem solving.
WORK EXPERIENCE
1. NET CONNECT PVT LTD. (HP Project)
AUG 2012 till DATE
Designation: Technical Service Desk Engineer
Job Responsibilities
* Manage the overall desk activities, including the supervisors.
* SPOC for IT operations.
* Act as a further escalation point for the supervisor(s).
* Generating daily, weekly and monthly reports for calls logged on
daily basis sending across to customers.
* Operate under the ITIL framework, distinguishing incidents from
problems. With that said, any communication related to problems,
which taking down a server would fall into the category of a
problem, is managed by a distinct group within the Help Desk.
* Take on a wider customer service role Take overall
responsibility for incident management and request fulfillment
on the Service Desk. This could also be expanded to any other
activity taken on by the Service Desk - e.g. monitoring certain
classes of event.
* Providing first level support through taking calls and handling
the resulting incidents or Service Requests, using the incident
management and request fulfillment processes, in line with
Service Desk objectives.
2. WIPRO INFOTECH OCT
2009 to NOV 2011
Designation: Application Management Engineer
Job Responsibilities
* Based on ITIL process, working on incident management tools,
assigning tickets and resolving the issues within specified SLA.
* Online support to the WT customers in UK, US, APAC, Japan,
China.
* Server level and User level maintenance of MS Dynamic CRM 4.0s.
* Patch updating activities of the application in order to avoid
performance related issue (after the integration with Outlook)
at both the User & Server levels.
* Provide support on application/system/process related queries.
* Performance analysis.
* User creation as per the AD structure and provide appropriate
roles/hierarchy in the system.
* Prepare Quarter wise reports from the CRM application for Joint-
CEO level Reviews.
* Identifying the bugs to suggest suitable application and process
enhancements.
* Handling top-level management/escalated issues.
* Escalate/ follow up/work with MS Solution Team/Dev Team for the
solution of recurring issues.
* Lead, Contact, Account, Opportunity, and Order Booking
Management.
* Provide support on application/system/process related queries.
* Calendar, tasks, activities sync-up from Exchange Server to CRM.
* Server level and User level maintenance of MS Dynamic CRM 4.0.
* Configuration in the CRM production server as per the
Organization Structure changes for Wipro or high profile users.
* Patch updating activities of the application in order to avoid
performance related issue (after the integration with Outlook)
at both the User & Server levels.
* CRM Client Configuration in MS Outlook with latest patches.
* Bulk data of Sales/ Marketing Lead, Account, Opportunity and
Contact uploading to CRM production server.
* Prepare Quarter/ FY wise reports from the CRM application for
Joint-CEO level Reviews.
* Preparing the daily, weekly and monthly MIS reports.
* Identifying the bugs to suggest suitable application and process
enhancements. This is basically kind of testing in production
server and first level validation.
EDUCATIONAL QUALIFICATION
* BMS (Bachelor in Management Studies) From Indian School of Business
Management (3 years).
* (10th +2)Higher Secondary from CBSE Board.
* 10th from Karnataka Board.
IT SKILLS
* Operating Systems : Windows XP, Windows 2003, Windows 7 and
Linux
* Application Knowledge : Microsoft Dynamic CRM 4.0
EXTRACURRICULAR ACTIVITIES
* Playing Cricket, Chess.
* Adventure Sports like Mountain climbing and River Rafting.
PERSONAL DETAILS
* Date of Birth : June 1, 1987
* Address : #8, Gurukrupa Building
Munireddy Lay Out,
Chenna Sandra, Kadugudi Post,
Bangalore
* Languages Known : English, Kannada, Hindi, and Marathi
* Marital Status : Single
* Passport No. : J2383081
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