desire to learn new technologies and put them into practice

Ashish Jindal

Date of Birth: **st January **** 28/42, 3rd Floor

Sex: Male West Patel Nagar

Marital Status: Married New Delhi -110008

Father’s Name: Mr. R.P.Jindal 91-011-********

Father’s Occupation: V. Rtd. Bank Manager MB: 880*******/987*******

Passport No: G2476134 E-mail: ******.********@*****.***

Career Objective: Continual desire to learn new technologies and put them into practice

Career Highlights

Have 10 years of experience with companies like ‘VCustomer, Quatrro, DCC, John Keells BPO & Cyberworx Technologies across various domains like ‘Tech Sales, Tech Support, Training and Quality Control’

Have done studies in Software Engineering (Advance Diploma in Software Engg), Networking (CCNA) and Domain Management (MCSE)

Have worked in various technical support processes like HP & Compaq, Netgear, Netgear DELL, Linksys, Cyber Defender, AOL, TSG (Blended Process) and many more

Have worked on payment gateways like “GS PAY, Magneto, Check 2 Pay, Google Wallet, Chase, BOA & Balanced Gateway”

Have worked & supported desktop, laptop, printers, routers, switches, WIFI and many more at various levels

Created a software named as ‘Case Notes Generator’ in Visual Basic in Quatrro to streamline the case documentation procedure

Project handled at “Quatrro” to minimize “Refunds & Chargeback’s”

As a SR. QA Analyst, I was involved in a project with Operations team with an objective to minimize the refunds/chargeback for the product so as to streamline the process. The project was named as “Process Improvement – Refunds & Chargeback”

The project was based on the Six Sigma “Yellow Belt” standards which included the following layout: Define > Measure > Analyze > Improve > Control > Replicate

I was responsible for providing data and graphical representation for the analysis phase of the above mentioned Project on the following parameters:

Top Reasons for Refunds & Chargeback

Month on Month Refunds & Chargeback trend

Queue wise and Team wise Refund Attribution for every month

The Analysis phase was a crucial component of the Project being the building block of the improvement phase which was the primary objective. I further contributed to the proceeding layout which was implementation in the operations to successfully reduce the percentage of the Product’s refunds/chargeback

Various fields worked in

Quality Control {Quatrro, DCC (Audney), John Keells & CyberWorx Technologies}

Training {Quatrro, DCC (Audney), John Keells & CyberWorx Technologies}

Technical Support {Quatrro, DCC (Audney), John Keells & CyberWorx Technologies}

Business Development (Quatrro)

Training (Technical & Process) {Quatrro, DCC (Audney), John Keells & CyberWorx Technologies}

Participated in various workshops

Yellow Belt

Email Writing Skills

Corporate Etiquettes

Feedback & Coaching Skills

Leadership Skills

Advanced MS Excel (I Learn)

Cisco (Routing & Switching Skills)

Static Routing, RIP, RIP v2, EIGRP, OSPF, BGP, Redistribution, VTP, DTP, STP, RSTP & MST, HSRP, GLBP, VRPP, Frame Relay, TCP/IP, OSI Layers, System Analysis and Design

IT Proficiency as a programmer

Programming Languages

C, C++, Visual Basic 6.0, Java 1.2 & HTML

Database Known

SQL 7.0, MS-Access

Scripting Languages

Java & VB script

MCSE Skills

Handling server operations, Installing & configuring of Print, Web & Terminal Servers, Implementing & Administering Windows 2000 Directory Services, Centrally Management of computers through group policy, Organizing & designing an Active Directory, Designing a Domain Tree and a Forest, Migration of Windows NT to Windows 2000, Creating & configuring volumes

Work Experience

Name of Firm

CyberWorx Technologies INC

Career Highlights

Took sales from $0 to $30K in 6 months

Responsible for entire Operations teams like Bing, Sales, Tech, Recruitment & Quality

Duration

Since 17th March 2015 to Till Date

Designation & Job Profile

Deputy Manager (Quality & Training)

Responsible for entire operations like Bing, Sales, Tech, Recruitment & Quality teams

Responsible for cost analysis

Preparing WBR & QBR reports

Conducting calibration sessions and generating all kinds of reports

Conducting training and maintaining quality across the floor

Name of Firm

John Keells BPO Solutions India Pvt. Ltd.

Career Highlights

Has always been a part of core team to discuss strategies in the improvement RPC, CSAT, Transaction Quality, Chargeback/Refund Percentage, etc

Duration

Since 13th June 2014 to 16th March 2015 (9 Months)

Designation & Job Profile

Quality Analyst

Was Responsible for the Team in Manager’s absence as was reporting directly to Sr. Manager Quality

Responsible for transaction quality (Sale/Tech), refunds/chargeback/escalation RCA

Driving C-SAT and preparing WBR & QBR reports

Conducting calibration sessions and generating all kinds of reports

Preparing improvement plans and implementing them across the floor

Name of Firm

Audney Information Services Pvt. Ltd. (Gurgaon Sec-14, SCO-34)

Career Highlights with Audney

Has always remained a part of discussion panel to discuss strategies in the improvement of RPC, CSAT, Transaction Quality, Chargeback Percentage, etc

Handled Payment Gateways like “GS PAY, Magneto, Check 2 Pay, Google Wallet and Balanced Gateway”

Was able to successfully maintain the ‘Chargeback Percentage’ below 2%

Duration

Since 9th Jan 2013 to 22nd Oct 2013 (10 Months)

Designation & Job Profile

Sr. Performance Specialist

Was handling a team of 12 QA’s & PS’s

Was reporting directly to Senior Manager Quality

Was taking care of all the transactions on Payment Gateways like “GS PAY, Magneto, Check 2 Pay, Google Wallet and Balanced Gateway”

Responsible for transaction quality (Sale/Tech), refunds/chargeback/escalation RCA

Giving “Monthly Quality Review” to the top management

Conducting calibration sessions and many more

Generating all kinds of Quality related reports

NOTE: There was a gap of 14 months after Quatrro; in this span I tried my luck in a business opportunity. It didn’t work out well as I thought

Name of Firm

Quatrro Global Services Pvt. Ltd. (TSG – Technical Support Group)

Career Highlights with Quatrro

Was involved in a Project to minimize ‘Refunds & Chargeback’s’ that was based on Define > Measure > Analyze > Improve > Control > Replicate

Participated in ‘Yellow Belt Workshop’

As a ‘QA TL’ has always remained an active player in driving CSAT & RPC by suggesting ways & techniques to achieve the same

As a ‘Sr. Technician’ has always maintained a personal CSAT score of 95%

Was involved in Business Development activities

Key player in contributing towards ‘KB Articles’

Took several training sessions of ‘DM’ to ‘Agent Level’ to improve performance

Created a software named as “Case Notes Generator”

Total Duration

Since 13th Nov, 06 to 30th Oct, 11 (60 Months)

Quality Team Leader since 1st Jan, 11 to 31st Oct, 11)

Quality Analyst since 1st Jan, 09 to 31st Dec, 10

Sr. Solution Engineer since 13th Nov, 06 to 31st Dec, 08

Designation & Job Profile

Quality Team Leader (Since 1st Jan, 2011 To 31st Oct, 2011)

Publishing Monthly Quality data for the floor

Conducting Calibration sessions for the TTL’s, AM, DM & Quality Team

Discussing refunds improvement scenario’s with the managers, Senior Managers’

Performing special compliance audits to improve the process

Finding TNI and deploying it as per the plan

Quality Analyst – Tech Sales (Since 1st Jan,2009 To 31st Jan, 2010)

Conducting Quality Sessions for (QA’s, TTL’s, fresher’s and AM’s)

Preparing a trend line of the audit failures/Fatal’s and working towards the improvement

Performing RCA of the client Escalations, Refund’s and DSAT’s

Improvising CSAT by suggesting momentary benefits to be given to technicians

Preparing presentations and data for the new joined and many more

Held responsibility of the Quality Team in Managers absence

Sr. Solution Engineer (Since 13th Nov. 06 To Dec 31st 2008) (Voice Based)

Maintained a personal CSAT score of 95% throughout

Given a good contribution in creating KB, Chat, Email and Voice scripts

Created Webinars for online support, worked on Customer Retention, given presentations to junior batches & IT teams, trained junior batches on all business utilities like Portal, Avaya, CRM and also on other technologies

Did 'Business Development' work at Quatrro (using One Source Database)

Troubleshooting problems related to routers, Wireless Access Points, Print Servers, Wireless Cards, Wireless LAN, Desktops, Laptops, Tablet pc, printers and products that can be connected to a computer

Installing and troubleshooting security related problems (WEP, WPA-PSK and ACL)

Created a software for generating “Case Notes” using “Visual Basic”

Other Activities

Participated in various workshops like Yellow Belt, Email Writing Skills, Corporate Etiquettes, Feedback & Coaching Skill, Leadership Skills& Advanced MS Excel

Created a software named as “Case Notes Generator” for creating case notes so that a particular pattern for creating case notes should be followed

Name of Firm

VCustomer India Pvt. Ltd.

Total Duration

Since Oct, 03 to 11th Nov, 06 (35 Months)

Sr. Tech Supp Exec with NETGEAR since 15th Jun, 05 to 11th Nov, 06 (17 Mths)

Sr. Tech Supp Exec with HP & Compaq since Sep, 04 to Jun, 05 (8 Mths)

Tech Supp Exec with HP & Compaq since Oct, 03 to 3rd Aug, 04 (10 Mths)

Designation & Job Profile

Sr. Tech. Supp Exec with NETGEAR since 15th Jun,05 to 11th Nov 06 (17 months)

Installing and troubleshooting problems related to Wireless Routers, Wireless Access Points, Print Servers, Wireless Cards, Network Storage Devices & Wireless LAN

Installing and troubleshooting security related problems (Wi-Fi, WPA and ACL)

Sr. Tech Supp Exec with HP & Compaq for 8 Months

Technical Support Executive with HP & Compaq for 10 Months

18 Months (14 Months (Oct 03 - Nov 04) & 4 Months (Feb 05 – 14th June 05))

Troubleshooting any Desktop, Laptop, Printer, DSL, Dial-up problems and etc

Installing small LAN (SOHO)

ACADEMIA - Examination

Institute

Year

Cisco Certified Network Professional (CCNP – R & S)

Nettech

Pending

Cisco Certified Network Administrator (CCNA)

Nettech

2012

Microsoft Certified Systems Engineer 2000 (MCSE)

INT

2005

Microsoft Certified Professional 2000 (MCP)

INT

2003

3 yrs of Advance Diploma in Software Engineering

APTECH

1999-2002

B.C.A.

IGNOU University

AISSCE (CBSE)

Model Com. S.S.School, New Delhi

1998-1999

AISSE (CBSE)

Model Com. S.S.School, New Delhi

1995-1996

PERSONAL STRENGTH’S

Responsibility and Reliability to Work In, an Understanding of Team Environment

Ability To Think Critically, Evaluate Situations and Make Decisions

CO-CURRICULAR ACTIVITIES & INTERESTS

Sports (Playing Cricket &Gym)

Music (Listening Sensible Music)

Painting

Awarded certificates of painting at school level

Participated in several athletic competitions at school level

Other Interest (Driving)

(Ashish Jindal) Date: __/__/

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