Customer Service Project

RESUME

MANISH PRAKASH

E- Mail: ******.****@*****.***

Contact no: 953-***-****

Vision:

The opportunity that I seek must provide adequate scope for self -

development and chance for growth. My aim is to excel in the position

entrusted to me and become a good team player.

Work Experience

Currently employed in AT&T global business solutions, Hyderabad

Profile: Cisco Network Engineer

Joining date: 7th May 2012

JOB Responsibilities:

. Ensure information is properly protected by assisting the Infrastructure

team in developing secure architectures within Production and corporate

network environment.

. Provide management with status reports throughout assigned projects

detailing project status and timeline, to include completing a project

completion report to document if all milestones and objectives were met

. Problem Resolution - Proactively oversee the activities involved in

quality resolution of complex technical issues, responding with an

appropriate sense of urgency to problems escalated to Network Engineer's

level; coordinate with appropriate departments to determine positive

solutions that increase end user satisfaction, following through to

completion, and communicating resolution results to end user; escalate to

management any situation that could adversely impact the service provided

to the end user; monitor trends in documented incidents and determine

appropriate actions necessary to eliminate future occurrences and improve

customer service levels in an appropriate timeframe; respond to 24-hour/7-

day-a-week service needs while adhering to established departmental

guidelines

. Looking after servers

. Perform technical support to a team of administrators in support of

consolidation of multiple networks under single domain structures,

provisioned with enterprise systems and services and executed within a

flexibleglobally networked operation force that is responsive to the

Global Combatant Commander and national requirements.

. Change management

. Incident management

. Project management and Day 2 proceedings

Handling all Outages and Call manager issues

. Configure Call Manager for AT&T store migration

. Handle upgrades on the platform and perform them as and when necessary.

. Trained on CUCM.

. Attended GPS training.

. Participated in various and outages troubleshooting and summary calls and

successfully managed to convince customer and concerned parties about the

cause and effort.

. Organized various calls with CSM's and customer requesting for updated

information about assets and inventory so that we have updated

information and do not work on false alarms and decommissioned assets.

. Lead the Migration call successfully and helped in VOIP Retail Store

migration

Certifications:

UCCE-S Cerified:

Certification completed: 28 September 2013

Exam Number: 642-243

Score: 920

Passing Score: 790

UCCE-D Cerified:

Certification completed: 28 Jun 2013

Exam Number: 642-241

Score: 990

Passing Score: 790

CCNA Certified:

Certification completed: 20 Feb 2013

Exam Number: 640-802

Score: 960

Passing Score: 825

SIX Sigma GREEN BELT Certified:

Certification completed: 17 Aug 2012

Previously Worked in WIPRO BPO Kolkata

joining date 25 january 2011

Leaving Date: 13 April 2012

process: BRITISH TELECOM

process details: voice process

assist customers on issues with broadband and isp

Academic Qualification:

Board/University Year of passing Academic

performance

(Percentage)

B.Tech Bachelor degree 2010 75

( B. Tech) in

Electronics and

Communication

from AUCET,

JNTU, Hyderabad

Senior secondary A.I.S.S.C.E. 2006 67

level (12TH)

Higher secondary A.I.S.S.E. 2004 83

school (10TH)

Vocational Training

. B.S.L.(S.A.I.L.)

Projects

. Mini project(2009)

Shopping mall security & power management

This project provides security from theft to shopping malls as well as

providing power management to shopping malls.

. Main project(2010)

Vehicle registration using smart card identification

This project provides security to apartments and mnc's by preventing

unauthorized entry to vehicles and other trespassers.

Additional Computer Skills:

. Programming Skills

. Java( core)

. C programming

. Operating System

. Windows 98/2000/XP

. MS-DOS

. MS-Office

. MS-Excel and MS-Acess

Inter Personal Skills:

. Team player: Played key role in organizing various functions and

seminars at school and college level

. Leadership Qualities: Class representative, Captain of college Cricket

team

. Excellent in Communication

. Adaptive in nature

Personal Details:

Date of Birth : February 29,1988

Father's name : Sheo Prakash

Address : Qr no 1283,

Sector 12F,

Bokaro steel City,

Jharkhand-827012

Hobbies : Reading books, listening music, interacting with new people,

playing cricket, chess.

Other Achievements:

Lead the cricket team to victory as a captain, won several prizes in Essay

writing, Won Quiz intra college school competition.

Declaration:

I, Manish Prakash declare that the above mentioned facts stated by me are

correct to the best of my knowledge.

Place: Hydearbad

Date: 22nd October 2013

Contact this candidate