Engineer Support

SHERIN OLIVER (JOSEPH)

Phone: 267-***-**** Email: **************@*****.*** linkedin.com/in/sherin07 EXPERIENCE

Global Logic: Product Support Specialist at Google – San Jose, CA

(08/2018 to Present)

Part of G-tech Team supporting Google’s Knowledge Panel.

§ Handling an average of 35 cases/day along with escalations when necessary through Google Buganizer and setting up follow-ups as needed.

§ Working alongside Google partners and product team to ensure relevant and updated information is added and shared on the knowledge panel.

§ Created “Partner Support Agent Playbook” capturing best practices, initiated quality checks with KPI’s and tracker to manage and track cases.

§ Developed strong onboarding process with knowledge sharing for offshore team.

§ Initiated peer to peer quality reviews while consistently scoring an average of 99%. Petra Infoserv Pvt. Ltd: Quality Control Engineer (QC) - Cochin, India

(01/2016 to 06/2017)

Managed the complete QC for all incoming and outgoing hardware.

§ Inspected an average of 20 incoming computer hardware to ensure no components were missing and created work orders.

§ Worked closely with hardware engineers to replicate customer issue and problem solving to find the root cause and performing pre/post-delivery final inspection Sutherland Global Services: Technical Support Consultant - Cochin, India

(11/2014 to 06/2015)

AT&T ConnecTech expert provided technical support for all PC related issues.

§ Provided Technical support to an average of 27 customers a day for computer/peripherals, hardware and data recovery support.

§ Evaluated and Optimized the PC performance for AT&T support plus customers. HCL Technologies Limited: Junior Engineer – Chennai, India

(08/2013 to 10/2014)

Provided Technical Support for Broadband, PSTN connection & BT-Yahoo email migration.

§ Provided Technical support for DSL/Fiber optic service for an average of 30 consumers per day related to broadband internet for Windows, MAC OS, IOS and Android devices

§ Helped problem solve issues related to email, PC performance, Virus and Spyware. EDUCATION

Maharaja Prithvi Engineering College – Bachelor of Engineering (B.E) – Electronics and Communication Engineering – Coimbatore, TN - India (Graduated in 2013) World Education Services (W.E.S) evaluated GPA 3.41/4.0 Google IT Support Professional Certificate Course - Coursera (02/2018 to 01/2019)

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