Tech Support Specialist
Resume:
Bhagyesh Pedamkar
Hayward, California, 94545
********.********@*****.***
CAREER OBJECTIVE
Seeking Middle level role in the domains of Technical Support/Networking/Process Operation /Administration Professional with a progressive business organization and to succeed in an environment of growth and excellence and earn a job which provides me job Satisfaction and self-development and help me achieve personal as well as organization goals.
WORK EXPERIENCE
IRON MOUNTAIN, Oakland, California
Data Entry Specialist, November 2016 – Present
Working on PG&E Data Entry Project.
Organizing Files & Collecting Data to be entered into the Computer System.
Accurately entering information from Auto-CAD Drawing Sheets into the System.
Analysing the data for Errors & Reporting problems with the Data.
Keeping sensitive Client Information confidential.
AMAZON FULFILLMENT CENTER, Newark, California
Fulfillment Associate, June 2016 – November 2016
Worked as a Part Time Associate for Wrap Down Crew.
Sorted & Scanned Packages & stacked them on Pallets for Wrapping.
Drove Powered Industrial Truck i.e. Forklift for staging the Pallet as per their Delivery Location.
Utilized Pallet Jacks to move merchandise safely to desired locations.
Loaded & Unloaded Shipment Trucks & Trailers.
STARTOUCH INFOTECH SERVICES PRIVATE LIMITED, Navi Mumbai, Maharashtra
Operations Manager/Partner, Sep 2014 – Dec 2015
Improve the operational systems, processes and policies in support of organizations mission – specifically, support better management reporting, information flow and management, business process and organizational planning.
Manage and increase the effectiveness and efficiency of Support services (HR, IT, and Finance), through improvements to each function as well as coordination and communication between support and business functions.
Play a significant role in long term planning, including an initiative geared toward operational excellence.
Oversee overall financial management, planning, systems and controls.
Handle client escalations, Business and Merchant Accounts and Payment Gateway including part of US Operations.
Disbursement of checks for agency expenses.
Regular meetings with Director and General Manager around fiscal planning.
Supervise and coach Asst. Managers and Team Leads on a weekly basis.
Discussing Weekly/Monthly performance review of the teams.
LESTER INFOSERVICES PRIVATE LIMITED, Navi Mumbai, Maharashtra
Team Coach, Jul 2011 – Sep 2014
Manage a Team of 17 Technicians who handles Inbound/Outbound Voice Based Calls and Clients US, Canada, UK and Australia. Handle Escalations when Software Issues are not resolved at Base Level.
Troubleshooting Issues related with Browsers, Windows Updates and Service Pack installations, Dot Net Framework, Outlook Express/Outlook/Windows Live Mail/Mozilla Thunderbird, Anti-Virus Software, etc. Installation of Windows Operating Systems, Microsoft Software/applications, Anti-Virus Software or any third Party Software compatible with Windows Operating Systems. Handling trouble shooting ( Microsoft Software related issues, Windows Updates, Upgrades, Anti-Virus Software Issues and applications)
Conducting Weekly meeting with team to discuss on the Volumes, Root Cause Analysis, Attrition, Application related queries, System Downtime, Team Performance, Process Transition-Internal & External, Cross Training, Soft Skill Training, People Management, Time management Highlights on the best performer for week. • Setting direction, energizing, and mentoring, coaching, motivating, guiding and supporting Transition team members.
SPANCO RESPONDEZ BPO LIMITED, Navi Mumbai, Maharashtra
Customer Service Associate, Oct 2010 – Mar 2011
Worked for Simplexity Process US Client based. Accountable for handling activities pertaining delivery of US Chat Process. Process Customer instructions in a timely and accurate manner to achieve agreed quality on all the processed work.
Involved allocation of work and getting the work done within the specified SLA. Provided Customer Service once the Customer has Placed an Order for Cell phones.
Company used to deal with Locked Phones i.e. with Operator Service. We had contract with AT&T, Verizon, T-Mobile, and Sprint/Nextel.
Handled all the Customer queries from Order Details till the Delivery of the Product, Exchanges, Returns, Order Status, Fed-Ex queries, Fed-Ex Trace in case the Product is delivered to incorrect or stolen, etc.
STERLING INFORMATION RESOURCES INDIA PRIVATE LIMITED, Thane, Maharashtra
Order Creation Associate, Sep 2009 – Mar 2010
Worked for US Verification Process (Background Screening). Created orders for Verification like Social Security Number, Educational, Past and Present Employment, Criminal Verification (State, Federal, County and District), Driving License Verification, Sexual Offender Data Base Verification, etc.
Key Clients handled: Progress Energy, HSBC, Motorola, Nomura, Shoecarn, Kellogs, Estee Lauder, Nautica, EMC, We received Candidate information through Fax from Clients for who is planning to join their firm.
I was handling Special Clients like PESC (Progress Energy Service Company), EMC, Motorola, HSBC, etc.
WIPRO BPO LIMITED, Navi Mumbai, Maharashtra
Customer Care Professional, Mar 2008 – Jun 2008
Handled Inbound US Voice Based Calls for customer service project for Group Insurance United Health Care (UHC) Process.
Interactions with Doctors/Nurses and provide Insurance details of their Patients. Information about the Insurance Coverage (Copy & Co-insurance) and the Services covered.
EDUCATION
Eastern Institute for Integrated Learning in Management, Budang Malabassey, Sikkim
Bachelor of Science - Information Technology, Dec 2011
Smt. Indira Gandhi College of Engineering, Navi Mumbai, Maharashtra
Completed coursework towards Electrical Engineering, Jun 2009
ADDITIONAL SKILLS
Well versed with Windows XP/Vista/7/8, MS Office (Word, Excel, PowerPoint, Outlook). Networking and Wireless Network Configuration.
Conversant with Communication skills & Internet Applications. Excellent Telephone Etiquette. High Quality Skills in Customer Service.
Excellent typing Speed 45-50 wpm with more than 95% Accuracy. Multi Linguistic.
CERTIFICATIONS
Cisco Certified Network Associate (CCNA certification) - March 2016.
ITIL Foundation Certification in IT Service Management - October 2014.
Advanced MS-Excel Certification - March 2016.
Certification in Auto-CAD (Electrical) from CADD Centre, Thane, Mumbai, India - April 2009.
REFERENCES
Sandeep Parande -- Mobile# +1-408-***-**** Email Address: ********@*****.***
Dharamvijay Singh -- Mobile# 1-432-***-**** Email Address: *******@*****.***
Teresa Hamilton -- Mobile# 1-650-***-**** Email Address: ***************@*****.***
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