ROHIT GUPTA OM APPARTMENT

FLAT NO.*,*ND FLOOR

DEVLI,KHANPUR-110062

MOBILE#882-***-****.

Professional Experience

IYOGI TECHNICAL SERVICES JAN 2012-TILL DATE

JOINED AS TECHNICAL SPECIALIST,DUE TO EXCEPTIONAL PERFORMANCE MOVED

TO PREMIUM QUEUE HANDLING PREMIUM AND BUSINESS CUSTOMERS.

INCLUDES ADVANCED SOFTWARE SUPPORT WITH ALL BRAND OF COMPUTERS AND PERIPHERALS

TAKE CARE OF SPECIFIC ESCALATED CALLS WHICH INVOLVES EXHAUSTIVE TECHNICAL TROUBLESHOOTING.

WORKING AS TEMP FTL(FLOOR TECH LEAD),HANDLING A TEAM OF MORE THAN 15, L2 TECH SUPPORT

TECHNICIANS.PROVIDING REAL TIME SUPPORT,MANAGING TEAM ON A DAY TO DAY BASIS.

CONDUCTING SESSIONS FOR NEW HIRES,BRIEFING THEM ABOUT PROCESS,EXPECTATIONS,HOW TO ACHIEVE TARGETS,WHAT TO DO AND NOT TO DO ON THE FLOOR.WORKING AS BRAND AMBASSADOR FOR IYOGI(CONDUCTING REGULAR AGENT NEW HIRES SESSIONS) THEREBY REDUCING ATTRITION AND SETTING RIGHT EXPECTATION AND GOALS FOR NEW HIRES.

Major Achievements at Work.

1.Have been a consistent performer and has been rated

QPC for the last 6 quarters.

2.Mentoring and Coaching new hires

3.Taking sessions of new hires explaining nuances of the trade.

DELL JUNE 2009-OCT 2011(TECHNICAL SUPPORT EXPERT)

1Working for premium software paid support DSS .

2Includes advanced hardware and software support.

3Hard core technical troubleshooting with hardware and support

No support boundaries as if now as long as customer is ready to pay.

Worked on all operating systems from windows 98 to windows 7.

All peripheral devices like printers,mobile,iphone, pc set up;digital

camera support;mp3 player, Support(ipod,itunes);printer support

(hp,dell,Lexmark,brother,Epson );inter Net set up(aol,sbcyahoo

verizon,msn),network setup/support;wifi setup/ Support;pda/

smart phone support(black berry,iphone and more);complete

Windows support;pc software support (adobe,msoffice and more);pc

Speed up support; pc security set up/support;adware/

/spyware removal support

Major Achievements at workplace

2Joined as a4(senior tech) within a year promoted to a5(TSE).

3Has been the top RE for the last 18 months

44 times globally acclaimed bronze award winner.

5Rated the highest revenue earner consistently for 5 quarters

6Has been assigned COD spoc for LOB.

7Has been recommended for B1 for exceptional performance.

Employment History

SERCO INTERNATIONAL

(TECHNICAL SUPPORT),DEC 2007-MAY 2009

1Worked for U.K. ISP.(talktalk)

2Have indepth knowledge about wired and wireless technical troubleshooting on all OS and nearly all routers.

3Worked on all types of escalated and complaint calls.

4Worked for complaint department as well.

5Worked on REMEDY callbacks,avaya,citrix as well as all types of security software.

6Worked as L2,taking care of all technical issues and taking escalated calls and managing the team in absence of team manager.

CONVERGYS

(TECHNICAL SUPPORT),JULY 2005-APRIL 2007

1Worked for U.S. ISP(AT&T)

2technical troubleshooting for advanced modems,routers and p.c

3mentors for new recruits.

Educational and Professional Development

B.E, 2003

ELECTRONICS AND COMMUNICATION 67%

HSC 1998

WBHSE 62%

ICSE 1996

DON BOSCO 81%

.

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