SUMMARY

Over *+ Years of experience in Technical and Customer Support.

Experince in troubleshooting on Windows OS (Windows XP, Vista and Windows 7).

Provides Technical support for the Antivirus applications and also manually removing virus from the computer.

Experince in troubleshooting different Email Clients like Microsoft Outlook 2003, 2007, 2010.

Experience in configuring Home Networks (router and modem config) and network Printers.

Experience in Manuall testing.

QUALIFICATION

Diploma in Information Science and Technology from Vidya Vikas Educational Trust, Mysore affiliated to Technical Board of Karnataka, completed in the year of 2007.

P.U.C (+2) from Marimallappas P.U College, Mysore affiliated to Pre-University Board, Karnataka, completed in the year of 2003.

S.S.L.C from Good Shepherd Convent, Mysore, affiliated to Karnataka Secondary Board of Education, completed in the year of 2001.

CERTIFICATIONS

Achieved Certificate for the completion of Hindi courses Madhyama, Prathama, Rashtra Bhasha (which is equivalent to B.A Hindi) from Karnataka Board of Education.

Achieved Certificate for successfully completion of Call Centre Training from MAC Institute, Mysore, in the year 2007.

EMPLOYMENT SCAN

Cisco Systems India Private Limited, Bangalore. Exp: 25 Months

Project: WebEx Support

Working as Engineer - Customer Support for CISCO.

I do Multitasking here like Training support Tech’s, Qaulity Analyst, Handling Accounts and Handling Escalations.

ROLES & RESPONSIBILITIES:

Resolve customers issues via the telephone, email or WebEx session

Reproducing issues and responding back in a timely manner

Regular follow ups with customers and provide recommendations, updates and action plans

Escalate issues in a timely manner according to Standard Operating Procedure

Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools to provide the most effective solutions

Read and work with other Technical Support Engineers on cases which will help cultivate that expertise

Proactive outreach to the customers

Prior experience in conducting customer knowledge sharing sessions

Escalation management

Ability to lead customer meetings

Coordinate 3rd party engagements

Handling Technical troubleshooting and non-technical issues.

Helping customers join the Cisco WebEx meetings, schedule meetings, Audio issues,

Handling Billing and account related queries like online accounts and core accounts.

Iam a constant Performer with My OSAT and Stack Ranking is always in P1 or P2.

Training Support Tech With new Process updates since 1year

I also do the Quality Audit to complete Support queue since 1year

DELL UK International Pvt. Ltd, Bangalore. Exp: 14 Months

Worked as Technical Support Engineer for DELL SMB and LEP Users (UK Process)

ROLES & RESPONSIBILITIES:

Provides support related to Hardware.

Provides Technical Support Executive for Dell SMB and LEP users based on Windows OS (Windows XP, Vista and Windows 7) like Parallel installation and Operating system reinstallationm and also installing other s/ws on the computer.

Provides Technical support for Email Client applications like Microsoft Outlook 2003, 2007, 2010 and Outlook Express (for windows XP) for home users.

Provided support for Setup and Troubleshooting of Home Networks and router configuration for Home users.

Sutherland Global Services Pvt. Ltd, Chennai. Exp: 28 Months

Worked as SME (Subject Matter Expert) for DELL Home and Small Office users (US Process)

ROLES & RESPONSIBILITIES:

Provides Technical Support Executive for Dell Home users based on Windows OS (Windows XP, Vista and Windows 7) like Parallel installation and Operating system reinstallationm and also installing other s/ws on the computer.

Provides Technical support for the Antivirus applications (like Mcafee, Symantec Norton and Kaspersky for installation and upgradation issues) and also manually removing virus from the computer by working on registry, services.msc, msconfig if the computer is infected by virus.

Provides Technical support for Email Client applications like Microsoft Outlook 2003, 2007, 2010 and Outlook Express (for windows XP) for home users.

Provided support for Setup and Troubleshooting of Home Networks and router configuration for Home users.

Provides support related to Internet browsers like IE7, IE8 and IE9 also Mozilla Firefox.

Provides Technical support for Printers (any brand) installation and wireless configuration and if printers are not printing due to any software issues.

Accelerate Solution, Exp: 7 Months

Designated as Team Leader

ROLES & RESPONSIBILITIES:

Worked as Team Leader, handling a team for US Debts process and Canadian Mobile sales process.

Were responsible for handling the complete means of Mobile sales process.

AM Computers, Mysore, Exp: 2 years 2months

Technical Support Representative (TSR )

ROLES & RESPONSIBILITIES:

Worked as Technical Support Representative.

I was responsible for solving customer queries as a voice process

PERSONAL DOSSIER

Name : Roohi Asma

Contact No./ Email : 855-***-**** / acw3wu@r.postjobfree.com

Husband’s Name : Syed Raheel Raj

Date of Birth : 15th March

Sex : Female

Marital Status : Married

Religion : Islam

Nationality : Indian

Languages Known : English, Hindi, Urdu, Kannada and Learning Mandarin

Hobbies : Singing, Dancing and Listening music

SPORTS AND LEISURE

Been an active participant of sports and athletics in school and college level.

Been a part of Throw Ball team in school and college.

DECLARATION

I declare that the details entitled in this resume are true to the best of my knowledge.

Place: Signature:

Date:

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