Engineer Customer

Sylvester Stalloon

(C) 998-***-**** *********.********@*****.***

Education : Bachelor of commerce from Bangalore university in the year 2006

Professional summary

I come from a background of varied experience such as Technical support, Partner engagement, Client/customer support, Service desk, Training and WFM

Microsoft Global Technical Centre

Period: 16 May 2016 – 30 September 2018 Designation: Support Engineer

Responsibilities of a Support Engineer:

Represent Microsoft and work with partners via phone and written correspondence with regard to finding solutions for technically complex problems identified in Partner Center

Research client's issues a timely manner and follow up with the customer with recommendations and action plans and provide root cause analysis for issue reported

Work on different ticketing tool and resolve highly complex problems, involving broad, in-depth product knowledge on Partner Center

Efficiently manage outages and maintain relationship with partners and thoroughly document cases

Collaborate with Product Engineering on partner requests, product features

Worked on Partner center API’s, webstore front s

Raise bugs with the product team and work together on resolving partner’s issue

Participate in case triage meetings to share knowledge with other engineers and develop efficient partner/customer solutions

Consistently share best practices with team members. Act as technical resource for broad and complex issue

Write complex technical articles and sample programs for knowledge base

Responsibilities as Duty Manager

Acting as a single point of contact for support engineers with regard to assignment of cases

Monitor emails, mssolve and call queues, ensuring calls are handled within SLA

Raising requests for soft phone access and applications for new joiners and Prepare case load reports

First Advantage Global Operating Services

Designation: Customer Experience Consultant Period: 09 May 2014 – 18 Dec 2015

First Advantage is a Symphony Technology group company which is a background verification Company.

Following describes the role and responsibilities of a Customer Experience Consultant. The support is provided for both Clients and the Applicants. This was predominantly a client facing role.

Help Clients with password reset, security questions, website URL’S & guide clients to logon to the Enterprise Advantage website where the clients place background search orders

Guide Clients to navigate the webpage, educate clients about the options available in the webpage

Explain client about the background searches available, prices and access level rights

Provide guidance in placing an order, status of an order, adding & deleting users onto the account & submit orders and also help with billing questions

Conduct process training and refreshers to team members

Raise JIRA tickets for complex issues and handle escalations, update client on the progress of the issue

Provide assistance to applicants with the application links and help to clear errors on the application

Magna Infotech (Project with Microsoft Global Technical Centre)

Period: 12 Dec 2013 to 22 April 2014 Duration: 4 months

Designation: Duty Manager

The work nature of the Duty Manager is to manage the pubsec queues.

Maintain SLA and repsond to the emails within the specified time

Cooridnate with the support engineers to work on the Incident SR tickets

Assign cases and escalate cases which are received on MS Solve

Route cases to the respective teams after analysing the contract sales region

Ernst and Young Global Shared Services

Process: Ernst and Young portal service desk Period: 05 Nov 2012 to 8 Aug 2013

Designation: Senior Specialist

Client Portal is a webpage of Ernst and Young (EY) which provides global knowledge and about evolving business issues and provides updates on various functions like Tax, Assurance and Advisory. It is also a platform for individually tailored content, tools and resources. We troubleshoot and resolve issues with Client Portal webpage and also a part incident management team.

The following describes the nature of the work.

Register companies & users to Client Portal and assign content as requested by the users, requests are received through emails, calls and chats

Troubleshoot issues related to Client Portal such as password reset, reactivate user’s account, replicating issues and escalating level 2 technical issues to Global IT team

To process account change requests like change in email address, company name, default landing page and bulk accounts. Assign tools/applications as requested by users and provide guidance to the users.

Handle level 1 eRoom requests (eRoom is one of the tool within Client Portal) such as help users to add members in an eRoom, folders creation, access control & provide guidance in creation of an eRoom

Update the eRoom coordinator details in the database and troubleshoot issues related to finding the coordinator completion certificate. Also update the eRoom size monitor report

To work closely with the IT team on Level 2 eRoom requests related to server outages and send communication to the clients updating the progress. Also to work on Service now incident tickets

Convergys Private Ltd

Program: NetApp Global Support

Designation: Senior Technical support officer Period: 08 July 2011 to 24 September 2012

NetApp being our Client we at Convergys provide Enterprise Technical Service support.

Job Profile:

After customer purchases a NetApp product we become the contact for support

Customer creates case on the support site; we investigate the cases and provide resolutions to all disk fault issues. Alternatively, customer calls us to create cases and to assist them with the technical issues

Disk failed is verified and we ship the part and send an engineer as per buyer contract. Also, update our end customers about the ETA of the part delivery and the engineer’s details

We interact with our Third Party Maintainers like Unisys, IBM and FTS from where an engineer is sent to onsite to fix the issue. This involves a lot of tasks where if the TPM is unable to contact customer we provide them an alternative, send emails to customer to grant access to TPM, reschedule the call as per customer request etc.

Update TPM details to customer and to work on B2B Messaging system between NETAPP and TPM.

Customer related issue like contact validation, part shipped, address change, entitlements expiry

notifications, approval for expired support and creation of Sales order fulfillment cases are dealt by us.

AXA Business Services PVT LTD

Designation- Analyst to Specialist Period: From 25th Jan 2007 – 26th Aug 2010

Team -New Business & Renewals

Process involves work related with new policy creation and lapsing of policies. Key accountabilities include

quality in service delivery and work queue management.

Job Description:

Scrutinize the scanned new business application of the customer and set up policies, policy creation

can include contents, personal possessions and caravan covers

Mid-term adjustments to existing policies like adding joint holder, additional covers etc

Renewals of existing policies as per customer request and processing direct debit and credit card payments

Send letters of cancellation and lapse polices at customer’s request

Team –Axa Solutions

Process involves work related with policies of commercial property.

Job Description:

Setting up of leads which is an preliminary stage of an insurance cover

Renewals of commercial property policies like shops, hotels & restaurants

Provide quotes for the different type of household propertieswhich involves a detail investigation of the

year built, construction &security systems of the property which the customer furnishes

Team - Portfolio Administrative Solutions

Process Involves work associated with investment polices and contribution of funds to the customer

accountwhere the key accountabilities include quality in service delivery and work queue management

Job Description:

Investment policies applications are scanned and sent us by the internal team where we create

superannuation polices & pension for the clients in Australia after following the process guidelines

Adding & deletion of the beneficiary on the superannuation plans & pension plan

Allocating contribution of funds sent by the customer to their account

Create regular savings plans where the customer contributes every month & making adjustments

to the plan like change in the amount etc

Additional responsibilities :

Have been an IDEA SPOC & helped my team members to understand idea tool as well to log their own ideas

Updating weekly MI Report which was sent to VP to do AHT analysis for the reduction of unit time

Achievements:

Have got accredited on quotes, new business, and renewals processes by UK

Accredited on facilitation skills programme

Have received several awards for best quality & best productivity.

Second best performer in the month of May 2010

Received appreciation award for clearing cancellation backlog

We received the best team award in the year 2007 & 2009 and my contribution was by achieving the targets in terms of productivity & quality

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