Support Customer

Kiran Kumar M

991-***-**** **********.***@*****.*** #81, 12th Main Road, Shivanagar, Rajajinagar,

Bangalore - 560010

CAREER OBJECTIVE

Apple certified Mac Technician with 10+ Years of work experience with Ample Technologies. Multitasking support in retail industry. Handling escalation, training engineer and supporting Apple certification. Responsible for technical training and take lead in staff performance and appraisal benefits. Responsible for customer satisfaction for both internal and external customers. Risk Management – Working with customers call log report and delegating / assigning engineers for extended support.

CORE COMPETENCIES

• Accountable

• Collaborative

• Operational Excellence

• Achievement Orientation

PROFESSIONAL EXPERIENCE

Ample Technologies Pvt Ltd - Bangalore

September 2007 – Present

Asst. Manager Technical Support – In both Retail and Corporate Segment Retail : Roles and Responsibilities :

Responsible for technical training and take lead in staff performance appraisal and benefits

Supervise day-to-day operations in the customer service department.

Create effective customer service procedures, policies, and standards.

Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.

Maintain accurate records and document all customer service activities and discussions.

Hire and train new customer service agents.

Manage the approved budget of the customer service department.

Stay informed on the latest industry techniques and methods.

Worked as team lead technical support for Retail service – Handling team and delegating job and ensuring to meet customer needs

Responsible for customer satisfaction.

Working on MIS report for internal and external customers

Risk Management – Working with customers call log report and delegating / assigning engineers for extended support

Corporate (B2B) : Roles and Responsibilities :

Build relationships with key employees among customers

Understand customer needs and develop plans to address them

Approach potential customers to establish relationships

Ensure both the company and clients adhere to contract terms

Study competition to find new ways to retain customers

Collaborate with internal teams (e.g. sales, engineers, senior management) to address customers’ needs

Schedule regular meetings with customers to ensure they are satisfied

Oversee customer support, customer satisfaction and maintain relationship with corporate customer.

Resolve customer complaints quickly and effectively

Managing a large number of calls and emails

Keeping a record of customer interaction and details of actions taken

Defining Statement of work (SOW) for – AMC - Resident Engineer – Service Agreements Providing Technical Support for B2B corporate Clients : Roles and Responsibilities

Taking ownership of customer issues reported and seeing problems through to resolution

• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues

• Hiring and training engineers

• Ensure all issues are properly logged

• Prioritize and manage several open issues at one time

• Handling team – Which provide Remote Support, Chat Support and Phone Support

• Support Like : Software related issue, Application issues, Software installation issue, OS upgrade and ETC

• Network Support Like : AD Binding, Internet issue by taking machine on remote connection

Skills/ Knowledge:

Handling Remote support team – Chat Support, Phone Support and Email Support

Basic knowledge on JAMF – Unified Endpoint Mobile device management (Basic Hand- on experience)

Triangle Technologies Pvt Ltd – Bangalore

Customer Support executive

Assembling and Disassembling windows desktop

Basic network troubleshooting

Hardware and Software troubleshooting

Providing onsite support.

EDUCATION

Completed 10th conducted by education board of Karnataka Diploma in hardware and networking in the year 2005 (Jet king) Enrolled for Correspondence Degree BE at Bangalore University (Year 2019-2020) ADDITIONAL SKILLS

ACMT (Apple certified Mac technician)

iOS ( Apple Certified iPhone technician)

MIB (Mac integration Basic)

Certified technician ACSP (Apple Certified Support Professional) AWARDED AS SERVICE PERSON OF THE YEAR (2010 - 2011) Declaration

I hereby declare that all information set out in this resume is true to the best of my knowledge.

( Kiran Kumar M )

Date :

Signature :

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