Manager Service

Rupinder Kaur Walia

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

Contact No.: +91-869*******

Career Objective:

A challenging position, where my potential can be seen and I can utilize my skills and abilities. Also, to secure a position that offers a good opportunity for growth while being resourceful, innovative and flexible.

Skills:

Thorough knowledge of the terminologies, methodologies, analytical tools and applications related to configuration functions.

Emphasis on accuracy and detailing that helps in error free operations.

Excellent interpersonal, analytical and supervisory skills.

Self-independent and self-motivated individual.

Responsible for providing support, counselling, and services to other team members.

Personal Skills:

Competent & diligent professional handling various responsibilities as Incident Management & Customer Relationship Professional.

Ensuring delivery of high quality services to support customer's business needs & achieving continued high customer satisfaction from all operational users for services.

Skilled in managing service operations with key focus on defining clients / partners SLA’s & bottom line profitability by ensuring optimal utilization of resources.

Comprehensive problem solving abilities that help evaluate a problematic situation and provide feasible solutions quickly; willing to work under pressure, and come up with best results when-ever in a situation.

Education Qualification:

Graduated in Computer Applications in the year 2010

Passed 12th from CBSE in the year 2007.

Passed 10th from CBSE in the year 2005.

Software Proficiency:

Language: C, C++

Front End: Visual Basic 6.0

Operating System: MS-DOS, Windows Sever XP/Vista/2000-8, Linux/Unix

Web Designing: HTML

Database: SQL

Academic Project:

Project: Library Management System

Front End: Visual Basic

Operating System: Windows2000/XP/Vista/7.

DESCRIPTION:

In this our aim was to provide a successful project on LIBRARY MANAGEMENT SYSTEM to overcome the limitation and disadvantages of the manual system being in use. It would also be helpful to make the task easier for the users and librarians.

Working Experience:

Current

Working with HP Enterprise [Part of Avaya Transition] as ITO Service Delivery Consultant

- Working in the configuration team on Unified Communication [Avaya] products such as System Manager, Communication managers, Session Managers, IP Dect, CMS, Modular Messaging and many more to make Move add changes for the Avaya Stations, One-X extensions, SIP extensions and Dect Phones.

- Part of the core team for critical accounts.

- Part of the onboarding team/ Service Transition Team- Managing service delivery for customers and lifecycle management of service delivery support; Assessing of SOW with the customer/client. Ensure all change activities are completed in accordance with project plans and deadlines.

- Mentoring/training the new hires on different accounts and different tools.

Previous Work Experience

Worked with Avaya as Customer Support Engineer

- Managing queues, creating tickets, dealing with Incidents, Work Orders, dispatch requests; managing different accounts within the given timeframe so that the SLA is not breached. Ensuring the timely support to the clients.

- Part of the Analysis team for Deutsche Bank in which we need to pull the reports on a monthly basis to analyze, track various statistics and improve transparency amongst the organizations for the account.

- Part of the core Team for HP PG client where we had to clear the backlogs and provide support; trouble shooting and MACD requests. Worked on Avaya PBX and products like G3i Legacy, communication Manager, Avaya Aura Messaging, IP Dect Manager to make changes on the stations, Dect Phones, IP phones SIP Phones, etc...

Worked with Infosys as Process Executive

British Telecom [UK based ISP process]

-Worked for a Technical process which required working on certain Networking related applications; troubleshooting and perform program maintenances of various ISP applications and databases like Telnet, ECO, OR Portal, Single Interface, Radius etc.

-Testing the network using various testing tools and providing the resolution to the Internet Service Provider in order to resolve the issue.

-Part of the Escalation Team- Analyzing focus parameters and area of improvement of the process; Understanding client's process and formulating requirements for quality parameters.

Trainings attended:

• Client Interfacing Soft skills.

• Problem Solving skills.

• Business communication

• Cross Cultural Activities.

Personal Profile:

Name : Rupinder Kaur Walia

Father’s Name : Mr. H.S. Walia

Sex : Female

Marital Status : Single

Nationality : Indian

Phone No : 91-869*******

Date of Birth : 29-08-1989

Languages Known : English, Hindi and Punjabi.

Declaration:

I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.

(Rupinder Kaur Walia)

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