Looking for a change and worth challenging it to learn.

Name: Uday Kumar T

Email ID: ************@*****.***

IT Support Resume

Contact no: 964-***-****[pic]

Career Summary:

An enthusiastic and knowledgeable person who is able to provide front line

support as part of any IT Service Operation. I am a logical thinker and

handle 1st/2nd line support calls, analyze and investigate problems,

implement fixes, escalate support calls to 2nd/3rd Level and work closely

with the service desk team. Also, I am flexible, resourceful and willing to

take full ownership of user problems until they are fully resolved and

hungry to learn IT from the ground up, and currently looking for a suitable

position with a forward thinking company.

Academic Qualifications:

> B-Tech (EEE) from T.P.I.S.T Engineering college, Bobbili with 64%

(2001 - 2005).

> Board of Intermediate (MPC) from Vikas college, Guntur with 84% (1999

- 2001).

> SSC from Holy Mother High School, Hyderabad with 72%.

Achievements:

> Won the Consistent Team performer, Wall of Fame and Outlook Expert

award from the Clients.

> Won the Top Revenue generator prize in the company and also goodies

every week.

> Providing onsite technical service to the customers door step on phone

call.

Work Experience (5+ yrs):

> Working in IBM India Pvt Ltd, Hyderabad as an Incident Coordinator

since June'11.

Roles & Responsibilities

. Troubleshooting Technical (Hardware, Network, and software) issues.

. Creating Service Tickets for the issues and easy reference according

to Client policies.

. Providing the customers with detailed notes to perform the steps and

isolate the issue.

. Understanding the issue from customer perspective and respond

accordingly.

. Scheduling the team resources accordingly in the shifts to meet SLA.

. Updating Dashboard on Daily basis.

. Supporting Team on various issues and updating centralized database.

. Monitoring the calls and providing feedback to the agents.

. Taking huddles on new product or issues

. Training the new starters in the process training.

. Implementing ideas and running projects to drive team performance.

. Going on client calls for weekly review.

> Worked in Infinite Computer Solutions, Bangalore as a Sr. Tech Support

Exec from Apr'10 to Mar'11.

Roles & Responsibilities:

. Having IOB-Globally customer phone calls and e-mail while providing

superior customer service.

. Responsible for the ownership of incident creation, resolution and

closure. Utilize current problem and knowledge management software in

accordance with standard operating procedures to track all inbound

calls, e-mails and service requests.

. Actively listen to each customers request; confirm an understanding of

the issue, diagnose the problem and provide an accurate solution.

. Establishing a Remote connection to the customer's PC through the

Remote support tool and checking the PC status and resolving the

issue.

. Document all call information including troubleshooting steps that

pertain to a successful resolution and closure of the customer's

issue.

. Utilize basic networking functions and support for e-mail clients is

essential.

> Worked in MphasiS, Pune as a Sr. Transaction Process Officer from

Oct'09 to Apr'10.

> Worked in Brigade Corporation, Hyderabad as a Tech Support Exec from

Nov'07 to Apr'09.

Roles & Responsibilities for above two organizations :

. Troubleshooting Technical (Hardware, Network, and software) issues

related to HP PC's and Laptops through Voice for USA and UK Customers.

. Registering the New Customers PC with Serial Number and Product Number

in the Astro Tool.

. Troubleshooting issues related to Internet connectivity, formatting

the hard drive, recovering the Operating System, Updating Antivirus

and other software's etc.

. Providing the customers with detailed notes to perform the steps and

isolate the issue.

. Understanding the issue from customer and respond accordingly.

. Following up the customers if the issue still persist after the

solution provided or if the support can be provided more accurately

and effectively by walking the customer through the steps and knowing

the update of the issue simultaneously and act accordingly.

. Sending the follow up e-mails to the customers to ensure that the

issue is completely resolved etc.

. Updating the Customers about the new products and software updates

regularly.

Added Technical Skills:

> Proficient in MS Word and Excel

> People Management

> Call Monitoring

> Quick Learner

> Training

> Well versed in working with computer

> Internet Savvy

> Excellent Typing Skills

> CCNA (attempted) and MCSE certified.

> Worked with MS-DOS, Windows and Linux (Basics) Operating System.

Personal Skills:

> Proactively working as a member of a team.

> Active questioning & listening skills.

> Maintaining individual performance targets.

> Ability to work under pressure.

> Excellent problem resolution skills.

> Good communicator at all levels.

> Work well as a member of a team & in isolation.

> Open to different ideas, working practices and cultures.

I hereby declare that the above provided information is true based on my

experience.

Place: Hyderabad

Uday Kumar T

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