Customer Care Support
Resume:
Amanpreet Sharma
Chandigarh-160047, India
Mobile: +91-988*******
E-mail: **********@*****.***
Overview
Seeking a challenging position in a pleasant working environment with a technology company that will allow me to apply and enhance my skills. In addition, I am eager to contribute my creativity and hard work towards the success of company.
Organizational details
Worked with Tech Mahindra as Senior Technical Support. (AT&T)(06/2012-05/2017)
Troubleshoot customer’s software and basic network related issues.
Provide Hardware/Software and Network diagnosis via Telephone/E-mail.
Participates in documenting processes (Route Cause of the issue, configuration and diagrams) with the management.
Evaluate and prioritize the customer problems/complaints and start working on it with the appropriate action.
Coordinate with the designated support specialist for the escalated issues.
Proactively monitoring the SLA reports for the customers on monthly basis.
Audit the network related tickets, generated at the time of any network failure.
Handling SLA violations for SLA metrics (Site Availability, Time to Restore, Site to Site Latency)
Worked as Senior Associate in ONE BCG from Oct-2017 to Oct, 2018.
Write and post technical job descriptions.
Perform pre-screening calls to analyze applicants’ abilities.
Responsible to complete the on boarding activities (paperwork, compliance background check.
Accept and register incidents/tasks over Phone and Email.
Resolving issues related to Outlook, Browser, Skye, Printers, VPN, and Bit Locker over phone/calls/chat and if the issue is not resolved the same shall be escalated to respective support group.
Worked as Client Support Specialist L2 in Cogniter Technologies from 11/19 – 3/20
Gathering the client requirements and providing the solution on SAAS and DAAS applications.
Providing the demo and training to client either on call or video conferencing.
Preparing for the setup of accounts with detailed information as shared by client.
Handling the queries on calls, email and chat to generate a new ticket for assigning to appropriate department.
Worked as Customer care executive In Teleperformance 04/20-08/20 to 10/08/20
Providing support over chat to customers.
Handling the calls and assisting customers over voice calls.
Understanding client issue and help them with best solution.
Educational qualifications
Qualification
College/University
Aggregate
B.Tech(IT) 2011
SVIET/Punjab Technical University
64%
Advance Mechatronics diploma (2002-06)
Central Scientific Instrumental Organization – Chandigarh
65%
Higher Secondary (2002)
SNMSSS /CBSE
73%
Senior Secondary (2000)
SNMSSS /CBSE
81%
Key skills
MS Office proficiency.
Hands on experience on ticketing tools like BMC remedy,Zendesk and Service desk
Poised and patient when dealing with clients
Good knowledge of Quality and its parameters with seven quality tools
Personal Details
Father’s Name : Sh. Sham Lal Sharma
Date of Birth : 28 Oct, 1984
Nationality : Indian
Marital Status : Married
Language proficiency : English, Hindi, Punjabi
Declaration:
I hereby declare that the above information furnished by me is true & correct to the best of my knowledge & belief.
Date Amanpreet Sharma
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