A Major with Extensive Exposure to Customer Support for Issues dealing with Software s

Currently Aspiring to Explore

Sumit Chugh

New Delhi, India

+91-767*******

adh8ef@r.postjobfree.com

BRIEF OVERVIEW

Strong technical expertise and experience of 7 years in Supporting Customers around the globe.

Excellent Command over Written and Spoken English, Hindi and Punjabi.

World Around experience in handling customers of (New Zealand, Sweden,US and India.)

Clients

Designation

Areas

Duration

Technapse Tech, India

Service Support Lead

Support Head

Aug 14 – Dec 16

Intel India & USA

Support/Wireless

Wireless support

Aug 09 - Feb. 12

HCL Tech, India

Support & QA

Software support

May 07 – June 08

Satyam India &NZ

Support Engineer

Air New Zealand.

April 05 – Mar 07

ACADEMIC QUALIFICATIONS

Technical Qualifications :

Punjab Technical University (A. I .E.T Faridkot)

(B-Tech) Bachelors in Technology, Computer Science June 1999 - June 2003

All India Institute of Management Studies (AIIMS)

Graduate Diploma in International Business Management Nov 2002 - April 2003

Indian Management Training and Research Institute (IMTRI) Feb 2003 - April 2003

Graduate Diploma, Market Research and Management

EXPERIENCE SUMMARY

Intel India Wireless Support Engineer Oct 08 – Aug 12

Roles and Responsibilities:

Checking the Newly Released Intel's Wi-Fi / Wimax Products in Labs.

Receiving Calls from Customers during Installation Process and Resolving the issues

Reporting the Unsolvable issues to the Development Team Sitting in the US

Arranging Call Backs for the Customer while their issues are being Tracked on

Setting UP Servers and Network Sites through Remote Management

Recording Data Speeds and Reporting them to the Network Sites and Getting them Fixed with right Support

Marking Customers Queries as Urgent when the issues were very important to be handled

Sitting with Team and Giving them Knowledge Transition so that Customer Queries Can be resolved with Ease

Giving All the Technical Support Possible to the local as well as International Customer

Prioritizing Customer Satisfaction index over Average Handling Time Of Calls

Generating a REPORT at the End of Day with Resolve/ Unresolved Customers.

Intel, USA Onsite - Knowledge Transfer expert

Roles and Responsibilities:

Understanding the Wi-Fi/Wimax developed By Intel in the US

Getting Complete Knowledge Transfer in the product and Using / Saving it for future Call Resolutions

Installing the Wimax/Wi-Fi Softwares on the customer sites.

Testing the solutions after each new release on all the platforms including (Vista 32 and Vista 64), Linux and Redhat Based versions

Testing the Client – Server for the Wimax Connected to the Base Station.

HCL Technologies, Gurgaon (India) May 2007- June 2008

Project: Support for CORISE (Colorado Rehabilitation Information System for Employment), Product by HCL to Colorado STATE US

Roles and Responsibilities:

Application Support for CORISE, a Rehabilitation Based Application launched in Denver Colorado produced By HCL

Receiving Calls from the Customer during different installation Procedures and Supporting the Customer with all the Issues

Reporting the Irresolvable issues in the reporting tool so that the Development Team Takes Care of the Issue and helps resolve it

Marking the Calls as URGENT / IMPORTANT and routing it to specific Level 2 Helpdesk

Making sure to attend Each Customer Call with High Detail Oriented Approach and Giving a 100 % Resolution to most of calls

Checking the Product Installation In-house and reporting the issues to the local Management Team during Alpha phase.

Making Sure all Calls are answered To Perfection with no Customer pending Resolutions

Air New Zealand, Auckland Aug 06 – Mar 07

Project: AIR-NZ Booking Engine Support / Testing - Resolving Booking Difficulties/ Issues

Understanding the Functionality of various components involved in the booking engine Architecture.

Designing Test Plan and breaking up the functionalities in different phases of execution with resource allocation, management and approximated Timelines.

Designing the Test scripts for all possible cases of interaction with engine from user’s perspective.

Executing the Test scripts and supporting the Business Analyst with conclusions.

Coordinating with the developer in Setting up of the Test environment for execution of cases.

Constructing the Test data with Live Booking analysis.

Locating bugs while executing the test cases and logging them for developers on I-TOOLS as a common bug tracking database

Setting up priorities for various bugs evaluated and ensuring timely removal by Regression Testing.

Generating Reports of Bug- History and Removals thereby ensuring a 100 % QA.

ACADEMIC ACHIEVEMENTS

Technical Achievements:

Member, I.S.T.E Indian Society of Technical Education.

Paper presentation: 3G networks, Evolution and Future.

Software Model Construction and Display: QOS in GPRS Mobile systems.

PERSONAL DETAILS

Date of birth: 10TH November 1980 Passport number: E1500732

Marital Status Single

Languages known: English, Hindi, Punjabi.

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