Professional Experience Customer Service
Resume:
DHARMESH BHAKTA
**************@*******.***
www.linkedin.com/in/dharmeshbhaktaplus
Highly Adaptable Senior Technical Support Engineer Deliver Creative Technology Solution Increase Customer Service Focused/Performance IT professional experience in supporting multi-vendor contact center operations, managing system tools and conduct data analysis. Implemented strategies to reduce costs, increase revenues, strengthen customer relationships, improve business processes and drive profitable growth. Actively participated in multiple CRM Project lifecycle activities including; requirements analysis, solutions design, test plan development, and deployment to production. Technically proficient in Installing, configuring and administering network technologies on Microsoft Windows Platforms. Area of Expertise
• System Administrator • System Integration • Process improvement
• SharePoint Site • Solution Architecture • Cost Reductions Strategies
• Cloud Computing • Client Relations • Training and Coaching
• Internet / Web Tools • Leadership and Team Building • Complaint Handling & Resolution Training, Certifications and Awards
• Lean Six Sigma • A+ Certified Technician • Suttle Fiber Installation
• Advanced Systems Repair • Certified Novell Administrator • Certified Projector Technician
• Microsoft Certified System
Engineer (MCSE)
• Microsoft Certified Professional +
Internet
• Toshiba Certified Engineer
(TCE/SERVER)
Employee Recognition Award 2009, 2010, 2012 & 2013
Toshiba DPD Engineering KUDOS Award 2010: Dynamic Duo # 1 for Managing Oracle RightNOW CRM Cloud System.
Standing Ovation Award 2009 : Development of Contact Center Agent Interactions Scripts
Standing Ovation Award 2008: Launched LATAM Contact Center Support for Toshiba America
MVP Award - Appreciation of Work Ethic and Undisputed Dedication 1998 Professional Experience
Toshiba America Information System, Irvine, CA
Senior Operations Engineer June 2003 – March 2016
Installed, configured and maintained software applications, operating systems, administration and network monitoring.
Developed and delivered technical training to multiple site Master Trainer on productivity software and proprietary applications
Collaborated with the international team to solve advanced level issues in an efficient manner.
Participated in measuring KPIs such as Average Hold Time, sales, client surveys, internal quality monitoring, and adherence through weekly development
Researched and evaluated technology solutions to improve performance of call center operations.
Increased revenue and achieved costs savings by implementing lower cost Cloud-base CRM Solutions.
Supported and led the launch of new CRM platform and processes in multiple geographies.
Involved in CRM Functional Design, Technical Design, System Integration Test, User Acceptance Test and Post Production Support for a successful launch of cloud base CRM solution and agent training within 90 days well under target timeline.
Managed Change Management Process, Integrated Business strategies using various channels, Custom developed scripted Troubleshooting tool and knowledge base articles for consumer support resulted positive NPS score and decrease in product repair to depot.
Organized Urgent and Monthly build release to improve call center process, system optimization, and resolve system glitches.
Coordinated and provided ongoing support for systems tools and feature upgrades to increase overall performance leading to minimal downtime for users.
Launched Premium Support campaigns for cross-selling and up-selling new and existing products with proven increases profitability, customer retention and loyalty.
Resolved high-level technical issues escalated directly from field engineer by recreating and testing problems in lab environment. Helped improved client relation and retain key customer accounts.
Supported hardware of television audio-visual equipment and deployed html parts predict tool for call center agents helping select repair parts for onsite technician.
Designed and prepared reports for senior management according to scheduled guidelines
Conducted workflow, process diagram and gap analysis to derive requirements for existing systems enhancements Additional Professional Experience
Sykes Enterprises, Irvine, CA
Sr. Product Support Specialist
Handled complex technical escalations from Global Call Center and delivered exceptional solutions, written technical documents, streamlined call handling processes with result leading to reduce Average Handle Time (AHT). Customized and delivered product information to the training department. Performed call calibration with QA team to ensure process are followed and goals are achieved. Documented hardware and software defects using bug-tracking system, reported failures involving program functionality, hardware incompatibility, and tested firmware upgrades for final product. Best Buy, Cerritos, CA
Computer Technician/Sales
Demonstrated exceptional customer service by assisting customers in technical services and sales in value added products. Diagnosed and repaired Personal Computers and Consumer Electronics, upgraded system components, troubleshot technical problems, identified software application issues and recommended solutions. Trained Sales team on technology products to help increase revenue growth.
Education
DeVry University, Long Beach, CA – 2003 Bachelor of Science (BS) in Telecommunications Management
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