Technical Support Manager
Resume:
kirti satya
**************@*****.***
Seeking challenging assignments in the field of Logistics/ IT sector /Sales /Operations to leverage expertise with an organization of repute
Experience using a helpdesk or IT incident management software.
Research and identify solutions to software and hardware issues.
Proficiency in gathering and understanding the client requirements and translate business needs into technical requirements.
Ask customers targeted questions to quickly understand the root of the problem.
Track quarries issues through to resolution, within agreed time limits.
Properly escalate unresolved issues to appropriate internal teams.
Provide prompt and accurate feedback to customers.
Ability to work both independently and as part of a team.
Professional Experience
Xeeva India Private Limited July 2019 – Feb 2020
User Advocate (L1 Global Support)
Provide first-line investigation and diagnosis of all Incidents and Service Requests.
Record and classify received request or incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.
Resolve all true inquiries with same day resolution.
Debugging and analyzing the issues to depth.
Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.
Follow up internally on all open tickets daily. Keep users informed about their request status at agreed intervals.
Associate request or incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.).
Follow appropriate handover process for outstanding logged tickets.
Assign unresolved request or incidents to appropriate Support Group.
Identify, recreate, resolve and/or escalate complex problems. Provide timely solutions or “workarounds” to the clients.
Working on root cause for issues reported by client and work with R&D to identify any gap \ bug in our product to improve overall product design.
Responsible for creation of test scenarios, scripts and UAT documentation.
Verify resolution with users and resolve incidents or request.
Escalate Major Incidents to the Incident and/or Problem Manager.
Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
Owns all Incidents and Service Requests throughout the lifecycle.
Customer onsite interactions for site visits. Supporting Launch team where required.
Updates/writes documentation and procedures and provides related training.
Learning new models developed by product team and sharing knowledge transfer sessions with teams.
Running all Value added and Efficiency Dashboard reports by site.
Smooth Initialization (Go Live) and Stabilization (hand from Launch Manager for run and maintain) Hyper care transition (Acting as contact for results/support for sites during this phase).
Quality of Service, Monitoring Overall SAT score and tickets status/SLA for their assigned customer.
DSK Digital Technologies Private Limited. July 2018- July 2019
Support Engineer
Integrate data from multiple sources according to standards and best practices.
Research, prepare, and write a variety of complex reports and analysis.
Manage a team size of 50 members.
Dealing with hardware and software solution occurred in POS machines deployed in districts of Fair Price Shop.
Installation of New application version in POS machines.
Dealing with Databases related queries and issues and provide fair solution to Support team.
Dealing with hardware and application support queries and reported to the support desk and escalated to the Technical Support team.
Use diagnostic tools of troubleshoot problems associated with network connectivity, and workstation hardware/software.
Take ownership and responsibility of queries, issues and problem assigned to the technical support Engineers.
Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.
Works with other IT team members regarding new branch builds and upgrades.
Dealing with queries by following departmental procedures for fault resolution.
Ensures that Support Engineers accurately completes the approved work request with the date and time of Submission.
Maintain adequate knowledge of operating systems and application software used to provide a high level of support.
Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures.
Follow up with clients to ensure their devices are fully functional after troubleshooting.
Document technical knowledge in the form of notes and manuals.
GIFTPIPER Collaborative E- Commerce September 2017- July 2018
Admin Assistant
Act as primary point of contact for online and mail order customers, answering phone and email enquiries, resolving complaints and processing orders in an efficient and timely manner.
Develop in-depth knowledge of the Gallery’s books and products to inform your customer service and impart information to the Visitor Services team on the shop floor.
Assist with shop opening/closing procedures and till cover when required; work as a team with the Gallery Assistants on the shop floor, offering guidance and support as well as delegating tasks and overseeing performance on behalf of the Head of Retail.
Produce and maintain standardized shop floor signage for product ranges in line with brand guidelines using InDesign; deliver any other communications tools as appropriate and as directed by the Head of Retail.
Create, edit and upload product photography and descriptions to the ecommerce platform and remove discontinued/out-of-stock items in a timely manner.
Assist with rolling stock checks and annual stock taken, unpack and process daily deliveries, process returns and write-offs in liaison with Head of Retail, assist with exit strategy for slow moving and discontinued stock, keep storage areas organized and easy to navigate.
Ensure an accurate and thorough approach to all payment processing and refunds.
Minimize potential stock loss by maintaining a high level of awareness and alertness; report all safety hazards and risk factors to Head of Retail or Head of Operations.
Ensure consistently high standards of housekeeping and stock replenishment on the shop floor; assist Head of Retail in planning and executing displays around seasonal and exhibition opportunities and new range launches.
Fulfill any other role duties as directed by the Head of Retail.
SEA ASIA SHIPPING SERVICES LLP July 2016 – August 2017
Operation Executive
Entire Export Documentation (Post shipment document).
Preparing commercial invoices, packing list.
Preparing Importing country certification, Customs/ Insurance declaration Certificate of Origin etc.
Informing tracking No. of courier to customer with regards to Original shipping documents.
Tracking the consignment till it reaches to destination & informing delay/early reaching of consignment to customer with reason.
Submitting all Export documents to Customs depts. For clearing of Export material.
Process of Export / Import, Bank guarantees, Export LC advising.
Document creation, Doc checking under LC for a country’s trade operation.
LC related Document submitting to finance department.
Pre-shipment and post shipment documentation.
Prepared export & import checklist through the Visual Impex & Hans software.
Preparation, Submission & Obtaining and Verification/Registration of DEPB License and EPCG License.
ATA Freight Line India Private Limited April 2014 – May 2016
Documentation Executive
Creating export checklist to ensure that exports documents is in accordance with LC/Order terms and conditions with minimum incidence of discrepancies.
Submitting VGM online as well as offline creation. SI punching, online submission of BL.
Timely handover of exports document to trade finance for onward submission of documents to authorized dealer.
MIS Report and coordination with finance department for goods in transit on monthly basis etc.
Close Co-ordination with respective functional department in respect of import consignment, recording the Bill of Entry for future reconciliation.
Ensure custom clearance of imported products under the right classifications with right duty structure.
Licensing with Custom department for various types of Licenses.
Clearance of Export & Import Shipment at Customs.
KEY SKILLS AND COMPETENCIES
Excellent written & verbal communication, presentation and visualization skills.
Effective and excellent analytical and problem-solving skills.
Results-oriented and data-driven. Flexible, open to ideas and willing to learn.
Strong technical, management and leadership skills.
Ability to work well under pressure, prioritize workload and work to deadlines.
Ability to work with all levels of management.
Strong team player with the innate ability to build and maintain strong cross-functional relationships.
Highest level of ethics and integrity.
Strategic and innovative thinker who can develop and implement strategies to work through and with the client’s culture and organization to drive results.
Knowledge of Service now or other ITSM ticketing tool and Information Technology Infrastructure Library (ITIL) standard procedures. Flexibility to support Market hours and do some after-hours work when necessary.
Ability to balance multiple client incidents and shift priorities as needed.
A fairly analytical and “technically” oriented individual, who also possesses a strong social orientation and views a collaborative effort as being important when discussing solutions and making decisions
Contact this candidate