MRIDU SHRESTHA

Phone: 484-***-****

e-mail:ac0cul@r.postjobfree.com

Objective :

To be associated with organization that gives me scope to update my skills according to latest trends, especially in the area of Software Testing and be a part of the team that dynamically works towards the growth of organization

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Education: Strayer University, King of Prussia, PA

MS, Information Systems GPA: 4.0

Vel-Tech University of Engineering & Technology, Chennai

B.E, Computer Science Engineering GPA: 3.0

Programming/ HTML, Networking concepts, C, C++, Visual Basic

Language:

Database: MS SQL 2005

App Tools: HP Quick Test Professional (QTP), Visual Studio 2005, Adobe Dreamweaver CS

OS/Servers: Windows XP, Windows 7

Software Tools: Microsoft Project, Visio, MS Office, Adobe Photoshop CS, SnagIt, WebEx

Key

Courses: Multimedia and Web Technology, Software Testing, Computer Networks, Total Quality Management and Database Management System, Network Management and Security, Computer Network Architecture

Other Skills: Software Testing and debugging, User Training & support

Work Experience:

Iron Mountain, Royersford, PA Feb 2016-Present

Position: Customer Service Specialists

Iron Mountain Incorporated is the global leader in storage and information management services. Iron Mountain is committed to storing, managing and transforming what customers value most, from paper records to data to priceless works of art and culture. Providing a full suite of solutions – records and information management, data management, digital solutions, data centers and secure destruction. Iron Mountain enables organizations to lower storage costs, comply with regulations, recover from disaster, and protect their data and assets from a complex world.

Responsible for processing incoming calls for customer queries about the orders, retrieval, service date. Also, creating a repository for all communication between the customer and Iron Mountain with regards to the orders, using system resources to ensure requester is authorized, order will bill properly, and whether the customer requires any special handling.

Taking orders from the customer for box supplies or records that they need to retrieved or picked up or shredding.

Responsible for having orders created, processing Preliminary Reports, sending to the customer for sign off/authorization, ensuring return receipt and/or following up with customer. Responsible for any required maintenance of orders, and following up for subsequent authorization.

Responsible for estimate or quote prices, credit or contract terms and delivery dates. Also, placing customer orders and enter orders Accounts Receivable, Accounts Payable, Purchase Order maintenance, WH Transfers.

Functions as Strategic/Enterprise account support for local customer needs. Interacts with Supervisor, Manager and other departments for purpose of resolving customer concerns and needs. Ensure all interactions with customers are professional and courteous. Ensure prompt completion of all service requests in accordance with service level agreements. Ensure data integrity and adherence to Iron Mountain policies and procedures.

Marshalls (TJX Companies Inc.), Royersford, PA Aug 2016-Jan2016

Position: Customer Experience Coordinator

The MARMAXX Group, is to exceed the expectations of the customers, every day. It strive to deliver exceptional value in an atmosphere that’s friendly and fun.

To accomplish this, Customer service coordinator depend on their associates to provide a courteous, helpful and enjoyable shopping experience for all customers. In return, company have created a workplace that values honesty, mutual respect, teamwork, and high standards where every person has the chance to excel. I was responsible for the following job duties:

Responsible for operational controls at the Front Line Service Desk and Layaway.

Upsell the product and help customer open Marshall's card and ensures front Line associates provide prompt, courteous and knowledgeable service to all customers.

Responsible for fresh flow of merchandise from backroom to sales floor and ensure execution and maintenance of all merchandising standards (e.g., sizing, categorizing, signing, no tickets, mismates, damages, recovery, directives and planograms).

Assist in markdowns, Point Of Sales and also ensures that all cash handling procedures are done in accordance to policy and procedure as well as in a timely manner.

Performs other duties as assigned like helping customers at the assigned stations,

Maintaining the sales floor.

Learned Marshall's system and procedures to enhance sales and support.

Responsible for training and developing on store Associates on customer service standards, on proper merchandising procedures and markdowns, register procedures and proper Front Line procedures and controls.

Maintains back rooms, fitting rooms, sales floor, and work areas according to Company best practices.

Asteroid Venture, Nepal

Position: QA Engineer and Technical Support

Jan 2009-Dec 2010

Asteroid Venture is growing Global IT Solutions Provider. It delivers quality software outsourcing development services for organizations of all sizes. Also, have expertise in web application development, quality assurance, and software testing.

Worked as Technical support and QA engineer with Tzunami team members on SharePoint Migration solutions and provide support to our clients. Also, I worked on migration SharePoint 2003, Microsoft Office SharePoint Server 2007 and SharePoint Server 2010. I was responsible for following job duties:

Identified and resolved issues with system changes in collaboration with all teams.

Used Advanced SQL techniques to document testing processes, implementations, executions and procedures.

Discuss any problems or bugs in the program code with the developers of the software.

Involved in writing a test case that checks application for bugs.

Recommend changes and modifications to the developers of the program.

Validate if the overall UI and design of the software is good enough for end users.

Provide client support and technical issue resolution via E-Mail, phone and other electronic medium.

HCL BPO Technologies Ltd, Chennai, India

Department: Falcon

Position: Technical Support Officer

Jun 2007- Dec 2008

HCL BPO Technologies is an Indian provider of Information technology (IT) services and consulting company headquartered in Noida, Uttar Pradesh, India. It is primarily engaged in providing a range of outsourcing services, business process outsourcing and infrastructure services. HCL Technologies, to manage their information technology needs and back office tasks as part of their downsizing and outsourcing efforts.

I worked on Falcon process with Charter as a Technical Support Officer. My responsibilities include providing technical support to technician and was responsible for following job duties:

Handled the inbound and outbound calls of the technician and resolving their issues within turn round time

Installation of the telephone Lines online through applications

Solving the installation issues with the Technician online

Troubleshooting the calls like modem issues, Dial tone issues, Feature change and error handling requests

Checking the signal levels for the customer’s modem and updating all changes in clients billing system

Providing the training to the new hired employees as well as mentoring and conduct the call monitoring

Organizations/Activities:

Member of National Cadet Corporation (NCC), India. Participate in Technical Symposium, India. Sport enthusiast

REFERNCES UPON REQUEST

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