Support Training
Resume:
CONTACT ADDRESS
Sri Skandapurvaja
Flat No. B-*, 1st Floor
Thondamatur main road
Vadavalli,
Coimbatore- 641046
C/o M.
MOBILE NUMBER
***********@*****.***
CAREER OBJECTIVE
To create individual worth that will add tremendous value to any global corporate through professional skills and constantly keep moving up the value chain as a dedicated team player who can bring to your organization excellent skills like analytical, planning, organizing, time management and communication
ACADEMIC PROFILE
Course
Discipline
College/
school
University/ board
Passing year
Diploma
E&Telecomm.
S.S. Jondhale Polytechnic
Maharashtra State Board of Technical education, Mumbai
2000
HSC
Science
National Education Society High School and Junior College
Mumbai University
1997
SSC
Sampson High School, Mumbai
Mumbai University
1995
TRAINING AND CERTIFICATES
Certified Training in Mumbai
1. VMware Certified Associate - Data Center Virtualization (VCA-DCV)
2. Fortinet FCNSA.v5 certified training
3. VMware VCP4-DCV certified training
4. IBM X series technical specialist training
Professional Experience
Working with Absy Technologies India Pvt Ltd, Coimbatore from Feb 2016 till date, As Process Trainer- Sales Proces
Responsible for conducting new hire training and refresher for existing population in the company.
Responsible for facilitating, organizing and delivering training for all processes within the company.
Responsible for training delivery to new hire batches on product and process
Audit calls and share feedback to improve performance
Preparing and updating training related reports
Actively participates in all training & process level initiatives
Responsible for defined training conversion
Work closely with the operation and Quality teams to improve process performance, design action plans to plug areas of opportunity
Demonstrating innovation in training by carrying floor requirement into classroom training
Participating in calibration session with all functions to drive consistency in Feedback
PERSONAL DETAILS
Father Name:
M. Viveknanthan
DOB: 23.06.1979
Sex: Male
Nationality: Indian
Languages Known:
English, Hindi, Tamil, Marathi.
Marital Status: Married
PERMANENT ADDRESS
Sri Skandapurvaja
Flat No. B-1, 1st Floor
Thondamatur main road
Vadavalli,
Coimbatore- 641046
Mobile: +91-950*******
Maintaining Data as per training Processes
Conduct analysis to identify training needs
Developing and updating process level training content
Preparing Training Material & Schedule
Managing retention during training
Conducts weekly and/or monthly refresher including 0-30 days monitoring at
the floor level immediately on completion of training and ensure that the
Trainee’s daily attendance and attrition level are also closely monitored.
Responsibility for the overall performance, discipline and other activities of all the trainees until they are officially placed in the department of operations.
Working with Safe & Safety Security Systems, Coimbatore from 10th July
2015 till 31st Dec 2015, As Manager- Admin.
Job responsibilities
Coordination with appropriate section/officer & sharing information for
solution
Write reports of daily activities
CCTV Administration
Facilities management
Office Management & Coordination
Manages potential channel conflict with other sales channels by fostering excellent communication internally and externally, and through strict
adherence it channel rules of engagement.
Inventory of inward and outward stock with CRM Software
Necessary paperwork for inflow and outflow of goods.
Maintenance of petty cash
Checking on Payment details
Working with iinfrasol services, Mumbai from 2nd May 2008 till 29th March 2014, As Manager- Technical support.
Job responsibilities
Provide quality service to Iinfrasol customers in all assigned tasks, while upholding Iinfrasol values at all times
Support all internal and external customers with product training, knowledge and expertise.
Provide solutions in a timely fashion for issues that may arise with all Iinfrasol products.
Log and track support calls in the designated Iinfrasol system(s) prioritize and escalate jobs as required to ensure customer satisfaction.
Identify trends in the support calls and develop documentation to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity.
Brief customers as well as management on the status of current resolution efforts and attend daily/weekly meetings as requested or required.
Access software updates, drivers, knowledge bases, and FAQ’s resources on the Intranet to assist with end users issues.and function
Effectively communicate the ideas, expectations, and goals while working with and through others to achieve desired result.
Recommends means for product or system improvements including procedural steps, increased training, and enhanced documentation.
Assist other teams (LAN, Sales, Marketing, support) to initiate, design and manage effective support solutions as directed by our business needs.
Assist with the development and testing of newly designed products for operational integrity and function
Effectively communicate the ideas, expectations, and goals while working with and through others to achieve desired result.
Preparation and circulation of Monthly Training Calendar
Implement and maintain the effective training modules
Ensure accurate, timely efficient analysis of weekly/monthly reports.
Ability to use innovative methods of training
Designing and effectively presenting the presentations to clientele
Coordination and conducting various training programs and skill development trainings.
Participated and conducted various seminars and training lectures.
Tracking user calls for resolution and escalation
Maintain and Renewal of AMC’s for Vendors and Customers.
Working with STP Systems (India) Put Ltd, Mumbai from 22nd July 2006 till 30th April 2008, As Customer Support Engineer
Job responsibilities
Develop trends by monitoring and analyzing incoming calls, problems and support requests
Provide user data and application recovery
Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
Deployed hardware with custom images to traders and support staff created with Ghosting software
Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office and any other authorized desktop applications
Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
Customize desktop hardware to meet user specifications and site standards
Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels with the vendor
Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Engineers will escalate the issue/problem to proper tier 3 support team member
Providing mail solution using Ms Outlook, Exchange server and webmail
Support and configure wireless connectivity
VPN setup and support using a Fortinet VPN client.
Create user accounts and assign group rights using Microsoft server tools (ADS) Active Directory
Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Engineers will escalate the issue/problem to proper tier 3 support team member
Develop trends by monitoring and analyzing incoming calls, problems and support requests
Provide user data and application recovery
Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
Configured printers and Scanners on Network
Install, upgrade, support and troubleshoot Enterprise Applications hosted on Windows Server 2000/2003.
Install, upgrade, support and troubleshoot Enterprise Applications running on Microsoft Terminal Services
Supported network connectivity issues at desktop level anything escalated would resolve with network team
COMPUTER PROFICIENCY
Operating system : windows-2000, xp, windows 7, windows 2008 windows
Server 2003, windows server 2008, Windows server
2012, exchange server 2003/2007, linux suse
Tools and packages : Ms Office 2003, 2007, 2010, 2013
MANAGERIAL SKILLS
Strong leadership and decision making skills
Excellent analytical and problem solving skills
Understanding of complex information and requirements
Good prioritization skills and be flexible enough to adapt plans
Great IT skills combined with a good head for business
Ability to explain complex systems in simple terms
An ability to work to tight deadlines and within constraints
Vendor management
Time management
Effective writing
Meeting delegates on periodic basis
Delegation
Conflict Resolution
Collaboration
Coordination
JOB TECHNICALITIES
Excellent technical knowledge of pcs and desktop hardware
Working technical knowledge of current protocols, operating systems and standards.
Software and Hardware Troubleshooting
Windows XP, Windows 7, Windows 2000/2003/2008 experience
Routers, switches and firewall experience
Microsoft Office 2007, Office 2010 support
TCP/IP
VERITAS Enterprise Backup Software
Working knowledge of SMS, AD, Exchange 2007/2010 and remote control tools
Knowledge of all software applications used within the organization
Ability to operate tools, components and peripheral accessories
SOFT SKILLS
Ability to grasp and learn new technology quickly & accurately.
Very enthusiastic and highly motivated with a Positive attitude.
Flexibility & Adaptability
Ability to work in a team.
Committed to work in project deadlines and schedules.
Organized and well structured at work
Professional image and grooming
Self-confidence and interpersonal skills
HOBBIES
Reading Religious Books, Playing Music, Leaning newer things.
DECLARATION
I hereby declare that all the information and facts given above are true to best of my knowledge and belief.
Yours Faithfully
Place: Coimbatore. (Kirti Vivekanathan)
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