Customer Service Manager

Sunny Dhall

609-***-****; ************@*****.***

Career Objective

• Seeking a position in an organization that provides a flexible, friendly and vibrant work environment

with enormous learning opportunities and career growth.

• Identify and develop business and growth opportunities for the organization by establishing a healthy

client relationship and ensuring excellent service delivery.

TECHNOLOGIES

Windows 7 Active MS Exchange SAP TeamViewer

Directory

Maximo LogMeIn MacAfee MS Remedy

Excel

Lotus TCP/IP MS ITIL VPN / SecurID

Notes Project/Visio

CISCO MS Office Citrix AS400 Kronos

Professional Experience:

SRI International Dec 2014 – Present

Engineering Intern/Associate (Part-Time)

• Work in a team environment to assist the annotation of videos and imaging project

• Tagging and annotation of the video files

• Responsible for digital imaging and imaging processing

Dr. Reddy's Laboratories May 2014 – Present

Help Desk Lead

Provided first-level technical support for global IT infrastructure supporting employees throughout the

U.S. Manage a staff of 6, troubleshoot and resolve hardware, software and connectivity issues for

Windows environment

Responsibilities

• Cisco Phone Management

• Asset Management

• Lead Office Equipment Moves

• Vendor & Mobile Management

• Desktop Support

• Coaching & Training

• Re-Imaging & PC Deployment

• Video Conferencing

• Xerox Printers - Troubleshooting like mapping, toner replacement etc.

• IMAC (Install, Move, Add & Change)

• Phone/Email Support

• Badge Creation- New User ID Badge to be created for new employees

• New Employee Induction Process - Providing Laptop, New Badge, Assigning Cubical etc.

• VPN & MS Office 2013- Installation, Troubleshooting

• Lotus Notes- Adding/Access to a database

• SAP -Password resets, Lock/Unlock Accounts

• Active Directory-Add/Delete user id’s, Password Reset

• Lync used for communication, file transfers etc. among the employees.

• Setting up Polycom, and Cisco (Telepresence) meetings.

• Remote management utilities (Microsoft RDP, Join Me, LogMeIn, TeamViewer 9)

Key Contributions:-

• Manage the development and implementation of standards, processes, and systems required to

deliver high quality and consistent support.

• Act as a liaison between customers & internal support staff to assure accurate problem

interpretation.

• Monitor the technician’s status to ensure they are providing service level agreement and customer

satisfaction

• Manage and distribute site-based troubled tickets to the appropriate technician at their locations

• Lead and motivate the team – direct and indirect providing mentoring to technology team

member

• Provide technology recommendations on equipment purchasing request and orders

• Manage the implementation of methodologies that continuously improve first call resolution,

customer perceptions and foster strong client relationships

• Develop processes to monitor trends based on customer calls, issues, queries and recommend

ways to improve the quality of technical service as well as reducing repeat incidents.

• Escalate issues as needed and maintain communication with customer and technical teams.

Utilize Fresh Desk to record and track issues.

• Setting up meetings in conference rooms, video conferences (Polycom), and Cisco (Telepresence)

in a timely and professional manners.

• Led projects for migration of old Lenovo laptops to new models.

• Conducted scheduled meetings with Manager and team to review previous Week’s statistics and

forecast daily efforts required.

• Monitored, tracked and resolved end-user issue.

• Responsible for weekly and monthly reports for cases open in the ticketing system and update all

cases and ensure that each problem is resolved and closed.

• Responsible for assigning tickets to staff for resolution tier 1& 2.

• Responsible for training all new hires on Help Desk system as well as setting up the weekly

schedule for employees.

• Install company-standard software such as SAP, MS Office 2013 etc.

• Standard configuration of desktop and laptop computers, printers, monitors and cisco desk

phones.

• Troubleshooting in operating system software; including Windows XP operating system, the

Office 2013 suite, Outlook PST files, Lync).

• Responsible for the security badge systems ( i.e. providing badges to new employees)

IBM Global Process Services, Gurgaon April

2010 – April 2014

Service Desk / Level 1.5 / IMAC Analyst / Incident Management

Technical Services Competency / End User Services is part of IBM’s Customer Service Center (CSC) unit

which is established globally and offers IT Service Desk, Desk side, SPMS, IMAC & User ID

Administration services to corporate employees across the world.

Projects / Accounts Supported: Navistar & Hilton Hotels.

Highlights

• Technical content writing skills

• Voice, Email & Chat Support

• Demonstrated Process Trainer skills

• SLA Management / Incident Management skills

• Tool transitioning / Process Knowledge Transfer

Responsibilities

• Manage all IBM & client escalations, perform root cause analysis & implement appropriate

solution

• Experience working with offshore teams & working as a part Remote Team.

• Assisted in preparation of SLA, Productivity & Aging Reports and Weekly & Monthly account

reviews

• Point of contact for severity escalations on high priority request

• Conducted process training sessions for multiple batches and also created training manuals &

process documents.

• Severity 1 & 2 responsibilities include engaging the correct Dispatchers, On call Support, Team

Leaders, SDM’s & DPE’s and initiating bridge calls for quick action / resolution to ensure the

problem is fixed within service level agreement

• Performed Knowledge Transfers & Tool Transitioning’s.

• Provides mentoring to new IBM team members on firm processes and end user support.

• Updating Front end messages on the IVR for Major outages.

• Provide updates to the Management of daily outages

• Contacting the Support team manager in case of no response from the team.

• Coordinating Incident Bridge calls for quick and prompt resolutions.

• Follow-up on escalations and issue tracking & on any Delivery Team gaps on the Bridge.

• Coordinate cross department communications when required to assist in resolution of Incidents/

Problem/ Changes.

Key Contributions

• Provided First & Second level application support for multiple accounts at the same time as

per IBM’s Global Delivery Framework model where resources and accounts are pooled

together to yield the maximum performance and ensuring quality services.

• Good exposure on troubleshooting applications like IBM Lotus Notes, Outlook, Cisco VPN

Client & Blackberry email support.

• Performed tasks related to operating system issues, system recovery, data backup, hard drive

partitioning, Internet Browser tweaking / proxy issues, network connectivity, system

performance tuning & optimization.

• Performed tasks related to system security, virus threats & system health checks.

• Good experience on working on Blackberry Manager & RSA ACE Admin for managing

Blackberry & VPN accounts.

• Scheduling software installation activities with the end user as per user’s availability.

• Performed password reset for various applications / platforms such Windows, VPN &

Blackberry.

• Accountable and responsible for resolution of tickets related to customer queries

• Primary tasks which include monitoring critical client applications and applying strong

problem determination & decision making skills while initiating Severity 1 or 2 Incidents to

support groups.

• Configuring the applications like MacAfee Antivirus, secure add in for MS outlook for

secure messaging, etc.

• Perform change coordination activities in order setup new hires, employee termination, order

inventory / assets, service dispatch.

Skills

• Diligent and dedication towards work.

• Active team player & excellent team building skills.

• Good at planning & organizing activities.

• Strategic decision making abilities & strong problem determination.

• Excellent communication skills & good at developing interpersonal relationships.

• Fast learner & easily adaptive to a new workplace and culture.

Education Qualification

Standard University/Board Year

Master in Computer Applications I.P. University, New Delhi 2009

Bachelor in Computer Applications I.P. University, New Delhi 2006

AISSCE (12th) St. Marks Senior Secondary Public School, 2003

CBSE

AISSCE (10th) St. Marks Senior Secondary Public School, 2001

CBSE

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