Customer Service Technical Support

CURRICULUM VITAE

Imran Pasha R

(Bangalore - India)

Email: **********@*****.**.**

Mobile: +91-968*-***-*** – India

Residential Address - India

#****-*, **** *****, **** to Farida shoe factory Godhapura, Bangalore 560045, Karnataka, India.

Objective

To work in a challenging environment and look forward to an opportunity to learn various skills in organization and achieve success through will and determination and contribute my best to the development of the Organization and my career.

Skill Set

MS Office – Advanced Excel,

Word, PowerPoint, Computer Hardware and Basic Networking,

Excellent Email and Chat Support,

Customer Service Professional, ITSM, Remedy, Service desk management, AutoCAD, Manual testing, Automation testing (Selenium).

Personal Details

Sex : Male

Nationality : Indian

Languages : English, Hindi

Kannada, Urdu,

Tamil

Date of Birth : 20th Dec 198

Passport No : L5764748

Professional Experience

I have 5 years of Professional Experience which includes exposure in Monitoring, Technical Support, Active Directory, Software Testing and Service Desk Management.

Period

Company

Position

Jan 2015 till date

Accenture

IT Associate

July 2012 to June 2014

Tesco HSC

Officer / Analyst

Maintenance Support

Dec 2011 to July 2012

IBM India Pvt Ltd

Technical Support Engineer

Educational Qualification

Degree : Bachelor Of Engineering (BE in Electrical & Electronics).

Institute : Visvesvaraya Technological University.

Personality Skills

Service Desk Specialist, Software testing, Multitasking expert.

Strong Analytical & Problem Solving skills, ability to integrate information from multiple sources to execute assignments efficiently

Excellent team player and ability to quickly adapt and work under minimal supervision.

Ability to work under pressure to deliver results on time.

Awards and Recognition

I have got Quarterly Individual Extra Miler Award in Tesco for efficiently completing my Job Responsibilities.

I have been rated ‘Exceeded All Expectations’ thrice and ‘Exceeded Most expectations’ twice in the yearly and midyear performance reviews in Tesco.

I have been Star Performer in Accenture continuously for more than 6 times.

Completed all the objectives and tasks on priority.

Completed all SDFC trainings like Active Directory, Windows, Networking, Grammar and Outlook.

Come up with a new idea that improved things in our project.

Awarded CSAT Survey Buster of the month thrice for excellent services to the end users.

Awarded Extra-Miler Award for best customer service experience, CSAT Scores, Team Player and Mentor.

Mentored a class of 20 new joiners about the company, process and team related trainings.

Course

Completed a FOUNDATION PROGRAM under the aegis of Infosys Campus Connect program at hkbkce.

Completed Software Testing course in Manual Testing and Automation Testing from Inosys Technologies.

Work Experience

1. Accenture – Bangalore India Jan 2015 till Date

Responsibilities:

Main activities include:

Responsible for resolving all the technical queries of the user’s.

Working closely with all the level 2 teams to get the entire query’s and issues of the user to get it issue fixed.

Responsible to ensure to maintain the SLA’s.

Coordinating with all the team members to get the work completed on time.

Taking ownership of technical issues, and working with our Level 2 team to resolve more advanced issue when necessary.

Responsible to solve the issue’s by email support and providing all the necessary troubleshooting steps to users.

Resolving the issues of the users over email or screen share.

Actively participating to lean new technology and courses that’s been offered by Accenture in order to enhance the skills.

Resolving the entire ID related issue, Password issues and sync issues.

Providing access to Full time Employees, Active regular contractors, Active restricted contractors and Client IDs.

Assisting users with all technical related issues with Skype for business, Outlook, Lync, Network, Printers, Dial in functions etc.

Preparing reports for MOM (Minutes of meeting.)

Preparing reports for SLA on daily basis.

Working on ITSM tool and fetching all sort of reports under my name and other colleagues and send it across all the management and team DL’s.

Preparing report for ASG region incidents as this region is critical.

Preparing the follow up reports for the entire team.

Sending RAT (Resolved at tier 1 data) report for the entire team.

Arranging for trainings to the team members from the internal training website of organization.

Troubleshoot and repair network, hardware and software components.

Assisting user across the globe for the applications like Siebel, UDS, Flexnet, Asset lookup, GETS, SAP etc

Install, maintain and configure hardware and software systems according to company policies.

Update software antivirus on regular basis.

Provide advice and training to other associates.

Preparing templates in ITSM for the team mates for improvising the process and for the reducing time efforts.

Providing major ideas for the improvement of process.

Sending out reports across supervisor by collading all the data for GPH tool, KX points, Trainings etc.

Role: Incident Management Agent

Responsibilities:

Processing requests from Employees via Phone, Email and Web tickets.

Helping users to access their day to day applications effectively using User Account Maintenance policy as described by client Password Maintenance policy.

Raising Incident tickets based on Severity (Normal, Medium, Critical) of the issue as reported by Employees.

Engaging Level-2 and client technical teams based on severity of the ticket and informing the concerned teams regarding the critical-1 tickets for a timely resolution.

Monitoring critical-1 tickets and following up with concerned Level-2 teams in specific time frame to get status, ETA and update on issue and keeping the impacted work group updated regarding the issue.

Guiding users to raise Service Requests for application access requests, hardware and software procurements.

2. Tesco HSC – Bangalore India July 2012-June 2014

Responsibilities:

Proactively monitor all the refrigeration units in Tesco stores across UK and ROI.

Need to assign the jobs to contractors.

Conduct weekly meeting and share process knowledge.

Check the graph of faulty unit and assign an external engineer if needed.

Train all new comers about the process and software used.

Responsible for preparation of daily reports and weekly reports.

Responsible for preparation of cold store report and HVAC report.

Responsible for managing the shift in absence of reporting manager and during BCP(Business continuity program).

Taking initiate towards any new work assigned to team.

Getting in to conference calls with onshore lead and onshore team to discuss on the present situation of the project.

Arranging a group meeting with the onshore team to fix complicated issues and to get the issue fixed ASAP.

Sending out the cold and hot store reports to GMM and FMM manager in UK about the project on daily basis.

Ensuring the entire team is well versed with the process and discussing the same with team leader and sharing knowledge on process and updates.

Generating Daily and monthly reports.

Generating monthly SLA reports.

3. IBM India Pvt Ltd – Bangalore India Dec 2011-July 2012

Responsibilities:

Taking ownership of technical issues, and working with our development group to resolve more advanced issue when necessary.

Resolving escalated customer complaints without the need for team lead intervention.

Documenting troubleshooting and problem resolution steps.

Participation in providing training to customers as required.

Networking and providing support for windows issues.

Configuration and testing of any new hardware and software.

Installing and operating windows desktop and server operating systems.

Provide end user support (Desktop support).

Checking the status of Backup, troubleshooting the failed backups and Restoration of databases and Scheduling jobs in SQL Server.

Installation, maintenance, update and support of all applications, systems and communications software.

Giving the permission to users to access Database and other applications.

Software Testing knowledge

In-depth knowledge of STLC, SDLC and Bug Life Cycle.

Experience in Manual Testing.

Understanding of software development process.

Excellent presentation skills.

Interacting with managers and colleagues upon points suggested in the report.

Identifying the logging test failures.

Testing software and identifying/suggesting problems which the end user may face.

Testing all the developed software against the client specifications.

Recording all the documentations made after testing.

Created test plans, set acceptance criteria and test scenarios for all the projects.

Declaration

I do hereby declare that the above statements are correct and true to the best of my knowledge.

(Imran Pasha R)

Date:

Place: Bangalore - India

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