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Manager ( Apple Service & Support )

Location:
Kolkata, West Bengal, India
Posted:
October 12, 2019

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Resume:

SHAHEER SAMAD QADRI Apple Certified Support Professional

Apple Product Professional Certified

Apple Certified Mac Technician

Apple Qualification Certified

IOS Certified

Contact : +91-965*******

E-Mail : adakow@r.postjobfree.com, adakow@r.postjobfree.com Seeking challenging assignments in Technical Support / Team Management with a technology driven organization.

Profile Summary

ü A result oriented and tech savvy professional with 14 years of experience in Technical Support as well as Team Management.

ü Recently on 10th Aug 2018, i left the Indus Logix India Pvt. Ltd., Kolkata working as Manager Tech Support

(Apple Products Technical Support).

ü Proficient in providing complete technical support to the customers for Apple products. ü Track record in identifying customer’s needs & presenting appropriate product / service offerings. ü Resolving escalated issues to ensure the smooth functioning of systems; conducting systems diagnostics and troubleshooting.

ü Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes.

ü An excellent team player with a desire to learn and grow with the company. ü Strong interpersonal skills with the ability to effectively and professionally communicate with clients. Core Skills

Leading Technical Support Customer Support & Relationship Service Revenue Generating Escalation Handling Customer Satisfaction Operation Management MAC OS X Support Apple Hardware Troubleshooting Team Management Apple High Technology Resources Hiring in Service Dept. AMC Support & Growth. Apple Technical Solution Service Plan and Implementation Spares Parts Manage & Audit MAC OS X Server Support Apple Xserve Hardware Support iOS Support & Apple TV ARD -Apple Remote Desktop Apple Profile Manager & APNS AST & System Image Utility Employment Scan

Indus Logix India Pvt. Ltd., Kolkata Dec ’17 to Aug 18 As Manager Tech Support (Apple Products Technical Support) Role:

ü Responsible for rendering technical support for Apple products, providing effective and consistent technical support and technical solutions.

ü Leading and mentoring a team 10-12 member and managed the entire service operation process. ü Conducting knowledge sharing session with the team members for keeping the team updated about the latest Apple technology.

ü Implementing policy and changes in the process as per company guidelines from time to time. ü Monitoring the task allocation and assigning the same within the team. ü Attending and resolving escalated cases and providing better solution to the customers. ü Assisting and guiding the team on technology related aspects. ü Understanding client’s requirement and providing best solution for achieving and increasing customer satisfaction.

Future World Retail Pvt. Ltd., New Delhi Apr’13 to Nov’17 As Manager-Service (Apple System Technical Support) Role:

ü Responsible for rendering technical support for Apple products, providing effective and consistent technical support and technical solutions.

ü Leading and mentoring a team 15-18 member and managed the entire service operation process. ü Conducting knowledge sharing session with the team members for keeping the team updated about the latest Apple technology.

ü Implementing policy and changes in the process as per company guidelines from time to time. ü Monitoring the task allocation and assigning the same within the team. ü Attending and resolving escalated cases and providing better solution to the customers. ü Assisting and guiding the team on technology related aspects. ü Understanding client’s requirement and providing best solution for achieving and increasing customer satisfaction.

ü Gained Knowledge in working: Apple Service Operation Manage, Apple High Technology, Team Management, Technical Support Leading, Customer Satisfaction, Apple new policy implementation, Service Spares Parts stock managing and audit in monthly basis, Revenue generating to grow the business and taking interview to hiring the man power in service department. Presenting Service Plan in monthly basis to higher management.

SRSG Broadcast India Pvt. Ltd., Kolkata May 10 to Mar 13 As Service In-charge

Role:

ü Worked in Apple Platform in high technology.

ü Provided support to the clients across Media channels. ü Gained experience of working in Apple Server and SAN Storage. ü Got exposure in diagnosing and supporting Apple Server Hardware. ü Rendered support to Mac Desktop and Portables user and provided best solution for all apple products offered by the organization.

ü Gained knowledge of working with Apple high technology in MAC OS S Server – Profile Manager, LDAP, APNS, NetBoot, AST Server Toolkit, Apple Remote Desktop, RSG InfoTech Pvt. Ltd., New Delhi Oct’07-May’10

As Mac Support Engineer (Apple System Support)

Was transferred to another Branch in Kolkata as a Service In-Charge of Apple System Support during July 09 to May 10. Role:

ü Rendered support for Apple Products Service (OS & Hardware). ü Involved in repairing Apple Portables such as MacBook, MacBook Pro, and MacBook Air and troubleshooting MAC OS X. MAC OS.

ü Provided Apple and 3rd Party Software supports.

ü Identified hardware issue and process to order new part from Apple warehouse then replaced part to repair the customer System.

ü Managed installation and took data backup and kept the customers posted about their system repair status in timely manner.

Previous Assignments

Jan 07- Aug 07 with Wipro Technologies, Chennai as System Engineer. Oct 05-Dec 06 with Macintel Solutions, Kolkata & Bhubaneswar, as APPLE System Support Engineer at Infosys, Bhubaneswar.

Jan 04- Sep 05 with Everest Computers Pvt Ltd, Bhubaneswar, as ACER System Support Engineer at Infosys, Bhubaneswar.

Education & Courses

ü Post Graduate Diploma in Business Management (PGDBM) in IT (Information Technology) from Indian School of Business Management & Administration in Kolkata in 2013. ü Cloud Administration Course done in 2012 (UNIX, Storage & VMware.) o UNIX Administration Course done in 2012.

o SAN & Storage Course done in 2012.

o VMware Course done in 2012.

ü ADCHT (Advance Diploma in Computer Hardware Technology) Course in 2003 ü B.A. from Utkal University in 2002.

Technical Trainings / Certification

ü ACER Certification in 2004.

ü Mac OS & Apple Hardware Training - Apple training in Bangalore in 2005. ü Apple Certified Desktop Technician’’ and’ ‘Apple Certified Portable Technician ‘’ in 2007 and 2008. ü Apple Re-certifications in 2009.

ü ACMT (Apple Certified Mac Technician) in 2009 & ACMT Re-certification in 2010. ü TECH Series Training – Planning & Deployment Server Infrastructure in April 2009. One Day Training in New Delhi by Apple.

ü Storage XSAN 2 & PROMISE RAID Training – 1 Day training in May’09 in New Delhi by Apple. ü Snow 101: Mac OS X Support Essentials 10.6 Training – 3 Days training in June 2010 in New Delhi by Apple.

ü Snow 101: Mac OS X Support Essentials 10.6 Exam, ACSP (Apple Certified Support Professional) Certification in 2010.

ü ACMT (Apple Certified Mac Technician) Recertification done in the year of 2011 & 2012. ü Tech Series Training – on 6th & 7th Dec 2011 in Kolkata by Apple o What’s New in Lion MAC OS X 10.7

o Deploying Apple iPhone and iPad.

ü Mountain Lion 101: Mac OS X Support Essentials 10.8 Exam, ACSP (Apple Certified Support Professional) Certification in 2014.

ü Apple Product Professional Certification (ASTO) done in the year of 2013. ü Apple Qualification Exam done in the year of 2013. o MacBook Pro (Retina 13-inch, Late 2012 & Early 2013). o MacBook Pro (Retina 15-inch,

o MacBook Air (Mid 2013).

o iOS Qualification Exam

ü Mavericks 101: Mac OS X Support Essentials 10.9 Exam, ACSP (Apple Certified Support Professional) Certification in 2014.

Other Details

ü Skills and Personality Traits: Intellectual Curiosity, Flexibility, Interpersonal Skills. Self-Motivation, Professionalism, Monitoring Abilities. ü Reason for leaving: Better Career Prospects, Professional Growth Seeking the New Challenging

ü Passport details: R5613274 valid 07-12-2027

ü My Old Name: Sankar Kumar Sahoo

ü Preferable Locations Metro Cities and Anywhere in India Gulf Countries and Anywhere in Abroad.



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