Service Technical Support

JOB OBJECTIVE

Seeking a challenging role with a reputed organization, where i can use my experience, education, knowledge and skills to impart quality service with a high level of satisfaction. A result oriented dynamic Resource, an Out-of-the-Box thinker that would entail developing & building a multi-culture workforce.

SUMMARY

Holding 10 Years of Experience in teaching physical education for school, College students and professionals. Certified International technical official for Asian Masters Athletics. Added to it have led the state athletic team on numerous occasions. Major sports and games are Athletics, Football & Basketball.

PROFESSIONAL EXPERIENCE :

Qatar Experience:

Worked as Supervisor (A/C Chiller) - Nov – 2019 to June 2020.

Aloft Trading & Contacting – Garaffa, Qatar.

Physical Education Teacher as mentioned below since 1996 to 2006.

June’96 –Apr’98 Christ School, Bangalore

Jun’98 – Apr’01 Dhayananda Sagar Education Institutions, Bangalore

Jun’01 – Apr’02 St Joseph’s Indian School, Bangalore

Jun’02 – Apr’06 Cambridge Education Trust, Vijayanagar, Bangalore

Aug’06 – Nov’07 with Dell International Services as Technical Support Expert.

Role:

Served as member of Technical Support Team for wireless and portwire

Involved in taking inbound calls for end users to trouble shoot issues related to internet

connectivity for desktop, laptop, printer and other hardware issues.

Nov’08 – Apr’11 with Unisys Global Services of India as Member of Internal Service Desk Team.

Role:

Served as member of Hardware Parts Ordering Team and Service Delivery Co-coordinator (Process Henkel)

Managed 2 teams in Hyderabad for a process of Henkel

Accountable for validating the serial numbers, service tag and styles, companies and client’s requirements

Verified the onsite/dispatch tickets and supervised the L1/L2 Team, Onsite Technicians, Clients and other resolver groups to ensure that the ticket gets closed without breaching the SLA

Functioned as SPOC for the team, responded to escalated calls

Jun’12 – Aug ’19 with Accenture, as Network planner for Virgin media Business customer.

Role:

Providing advisory services to clients about the network plan and its progress.

Scheduling technicians for installation and plan network layout for Virgin media business customer.

Ensuring that the required network devices and parts are provided Onsite for installation.

Conduct team huddle and discuss about improving performance and business stability.

CORE COMPETENCIES

Troubleshooting problems pertaining to Performance Tuning, Network Administration, Application Conflicts & System Bugs.

Designing backup strategy, ensuring scheduled / unscheduled backups as per the backup plan and conducting weekly meetings with management & users to discuss the status.

Addressing queries regarding the Information System / Software & extending onsite support to the clients including maintenance of hardware / software.

Identifying change requirements, defining change strategy and plan, organization impact & change readiness assessment, risk assessment & action planning.

Planning & recognizing scope for planning and implementing & monitoring technological changes to enhance the overall operational efficiency.

Setting up SLAs with various groups, addressing performance bottlenecks and ensuring maximum system uptime and handling datacenter migration from one location to another.

EDUCATION

BA from Bhartiya Shiksha Parishad, (Lucknow city), U.P., India (affiliated to Lucknow University) in 2011

CERTICIATIONS

ITIL V3 Foundation from Adept Technology Pvt. Ltd., Bangalore in 2011.

System Administration (A+, N+, CCNA & Exchange Server) from Rooman Institute of Technology.

International Technical Official Exam for Asian Masters Athletic in Thailand – 2005.

TECHNICAL SKILLS

Operating System : Windows 7, XP, Vista Computer Hardware : Basics of Computer Hardware

Networking : Basics of Networking both Wired and Wireless for Desktop/Laptop,

server management and network layout planning.

MS Office : Word, Excel & Power Point

PERSONAL DETAILS

Date of Birth : 23rd November 1975

Nationality : Indian

Linguistic Skills : English, Hindi, Kannada, Telugu and Tamil

All the details provided in the resume is true and all the documents for its authenticity are available..

(Alfred Krupakaran Aaron)

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