Customer Service Manager

Harsh Mehta

Unit – ****,** Tuxedo, Markham at Tuxedo

ON M1G 3S7

Mob: 519-***-****

**********@*****.***

OBJECTIVE

TECHNICAL SKILLS

RELEVANT EMPLOYMENT

Providing quality solutions to major incidents and complex business problems whilst, considering excellent customer service, budget and tight SLA agreements. A regular contributor of ideas and solutions for changes to business processes, I aspire to work in an organization and contribute my all efforts to achieve team goals and share in the success of a passionate organization.

Programming/Scripting Languages: Java, VB.NET, JavaScript

Web Technologies: HTML5, CSS, PHP

Database Technologies: MySQL, Oracle, SQL Server

Operating Systems: Windows 7/Vista, Windows XP, Server 2008, Exchange Server 2005/2008/2010.

Excellent MS Outlook and MS Access skills.

Exceptional skills in Active Directory, Remedy, Telephony, SCIT, PRISM and many in-house applications.

Intermediate SAP skills in Officeworks SAP Production Systems

Excellent computer knowledge, exceptional skills in Microsoft Windows Operating Systems, Windows NT, XP and 7.

Exceptional MS Office skills.

Troubleshooting first layer network issues such as LAN, WAN, wireless EDN and remote access.

Mar 16–April 18 WIPRO Ltd India

Position IT Application Support – Tier 2/3

CONFIDENTIAL Harsh Mehta

Responsibilities Providing 24x7 Tier-2 and 3 IT support to NBN employees for network management systems and critical servers.

Incident management: Perform troubleshooting, escalation and resolution of incidents through defined Service Level objectives.

Access control management: Provisioning required access to NBN employees based on service requests generated by NBN Co IT Connect in Active directory.

Escalation and ownership of outstanding incidents to higher technical support/resolver groups.

Providing remote support via phone, email and remote applications like SCCM console, Skype for business and RDP.

Cisco phones provisioning and troubleshooting using CUCM (Cisco Unified Comm. Manager).

BMC Remedy: Maintaining complete service request/ incident lifecycle history and keeping track of existing incidents.

Provisioning and troubleshooting various Citrix platform applications: XenApp (applications) and XenDesktop (Virtual Desktops-VDIs).

Managing software deployment through SCCM Software Center and supporting MS SharePoint accesses.

Oracle Identity Manager: Provisioning required level of systems access to users in Oracle CDS.

Jul 15 – Feb 16 Miles Software Solutions (P) Ltd.

Position Associate Software Engineer

Responsibilities Involved in complete Life Cycle including Analysis, Design, Development and Testing.

Developed modules of the application in ASP.NET

Used Web services to communicate with the business layer objects.

Written stored procedures in SQL SERVER 2008.

Involved in complete documentation of project.

Expertise

To handle live project support for domestic and international clients in CMS system.

To resolve client issues regarding the products Moneyware Integra and Moneyware Vantage.

To troubleshoot and debugg the issues.

To maintain the TAT by determining the severity and prioritizing the issues.

To coordinate with clients regarding their issue and making them understand the solution for same.

Oct 08 – Jan 11 : D-mart supermarket (India/Gujarat/Baroda). Position Department in Charge/ Customer Service

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CONFIDENTIAL Harsh Mehta

EDUCATION

INTERESTS

REFERENCES: References are available upon request. Responsibilities Appointed as 2nd In-Charge Manager within 6 months of joining for exceptional leadership skills.

Effectively helping customers with questions and purchases, ensuring high level of customer satisfaction is achieved always.

Sending and receiving orders via phone and web.

Actively managing team rosters, ensuring no conflicts arise, along with considering team member circumstances.

Managing weekly budgeting for store and sections.

Addressing promotional materials for weekly specials.

Perform monthly analysis and review of stock take within team.

Actively contributing ideas for organizing and prioritizing tasks within team to achieve required outcomes.

Assisting senior management in recruiting new team members. Sep 17 – Apr 18 PG Diploma in Mobile Application Development. Centennial College, Scarborough, Toronto

Major: Application Development and Business Intelligence Sep 16 – Apr 17 PG Diploma in Information Security Management. Fanshawe College, London,Ontario

Major: Network Support and Management

Jul 11 – Feb 15 Bachelor of Computer Engineering and Mathematical Science SVIT, VASAD, Gujarat

Major: Analyst Programmer and Web Development

Jun 09 – Mar 11 Diploma of Information Technology and Computing Vadodara Registration & Qualification Authority

Major: Application Development and System Analysis

Swimming

Cooking

Travelling

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