Support Engineer Technical
Resume:
Chandra Prakash Gupta
T-**, F/F, T-Block, Friday Market, Uttamnagar West, New Delhi -110059
admcix@r.postjobfree.com
Objective:
To obtain a challenging position with the opportunity for growth in an established company where my customer service and team support skill will be utilized to their full potential in order to maintain and improve company goals and objectives.
Summary:
Experienced in Operational management skills, able to effectively manage people and process with a demonstrated history of working in the IT and BPO industry, Skilled in Team Handling, Technical Support, Application Support, and System Administration. Strong professional with a B.SC IT focused in IT from Kuvempu University.
Key Skill:
Supervising:
Ability to work well with all levels of the organization.
Superb coaching and mentoring skills.
Prioritizing important tasks and ensuring they get done on time.
Improving product quality and customer communications.
Personal:
Organized, Multitasker and experienced in administrative duties.
Ability to establish good relationship with colleagues.
Able to speak to both decision-makers and junior staff in a tactful and sensitive manner.
Able to create clean, safe and friendly work environment.
Key Deliverables:
Process: Inbound/outbound/Backend - Lead/Assistant Manager
Spearheaded Team of 20 executive for daily coverage report, team allocation, monthly & weekly report, rostering of team, downtime tracker and escalations of cases etc.
Instrumental in checking the quality of sample cases/call of the process and guided the team accordingly.
Identified and implemented the Process improvement Ideas, practices & observation.
Conducted sessions for Induction Batches & refresher sessions.
Analyzed data for process stability and capability as well as changed the process if required.
Introduced SOP, Training Module and update in module as per change.
Established dynamic changes in the process to save the revenue and reduce the manual effort.
Represented QBR and MBR for the process, maintained Service TAT/AHT, prepared Daily MIS reports, MIS of Repeat Calls/cases, Tagging report etc.
Managed the attrition, login leakage, adherence, and shrinkage control and worked on the performance evaluation plan and training of agents.
Process: Outbound/Inbound/Backend Call Centre
Ideated & implemented the process improvement ideas, practices & observation.
Conducted weekly calibration for both process - internal and external.
Analyzed data of bottom performer & shared constructive observation for improvement.
Conducted monthly quizzes for the entire process.
Launched various development programs like Contests and motivational Trainings.
Conducted Process Audits to ensure minimum deviations from SOP.
Conducted training sessions for Induction Batches.
Handled recruitment and responsible for escalations of recruitment desk.
Responsible for performance, reports, and data of the hiring team.
Technical expertise in concern of Software, Operating System and Servers:
Expertise in Software Support & Technical Support.
Intuit Product Installation and management for windows as well as MAC.
Expertise knowledge in troubleshooting Windows, Server and MAC.
Remote support, Email Support and Chat Support as well as Inbound/Outbound
Microsoft Office, Office 365, Outlook.
Expertise in Windows Client operating system (Windows 10, 8, 7 And Windows XP)
Installation, management and upgrading of Windows client systems
System recovery by recovery console and by using backup utility.
System restore, Remote desktop, software update service
Expertise in Windows Server (Server 2012, Server 2008 and Server 2003)
Installing and Configuring of Windows Server.
Installation and Configuration of Roles and Features Active Directory, DHCP, DNS and File Server
VPS creation, Parallel Client.
PROFSSIONAL WORK EXPERIENCE
Company: - Excusive InfoSoft Pvt Ltd.
Designation: - Team Lead
Team Size - 20
Duration: - August 2013 to April 2021
Key Responsibilities: -
Joined as Sr. Technical Support Engineer and promoted to Team Lead in 2015.
Allocating daily task and workloads to meet SLA.
Acting as resource to other staff member.
Managing team performance and progress.
Conduct weekly and monthly audit to ensure process progress policy.
Participating in weekly meeting with BOD and client to meet their needs and requirements.
Participating in yearly budgeting meeting to discuss and reduce company costing.
Participating with recruitment team for scheduling interviews.
Work accordingly with other team as well to ensure smooth operation.
Managing and Monitoring attendance of team.
Tracking and generating report of team performance.
Performing other operation metrics including utilization and attritions.
Other Individual Operational Responsibility: -
Monitoring virtual server as a daily routine.
User management, update Installation on server, testing of hosted Application.
Installation of server according to client requirement.
Creation of Virtual Server as per requirement.
Handling Desktop Management including Home Directory, Profiles, and Folder.
Configuration and management of Office 365.
Backup full system with I backup tools.
Took escalated issues and support my team to fix them on time.
Company: - TechYuvi Services 24*7 Pvt. Ltd.
Designation: - Technical Support Engineer
Duration: - April 2011 to August 2013
Key Responsibilities: -
Provide Technical Support to USA and UK customers remotely through Email, chat or inbound/outbound calls.
Installation of windows server.
Installation of roles and features according to client requirements.
Installation and management of Intuit products.
Provide Remote Based Server Support to Enterprise Customer.
Provide Network and Internet support to the customer worldwide.
Working with Local IT team and help them to system maintenance.
Company: - NIIT Ltd.
Designation: - TIA (Technical Infra Administrator)
Duration: - December 2009 to April 2011
Key Responsibilities: -
Managing Windows servers 2003 and Desktops (Win XP Windows 7).
Management of Network printer, share printer, rights and permissions on Shared Printer.
Implementing security through NTFS Rights & Permissions, Security Policy, and Group Policy on client systems.
Managing Backup of system state data and user data backup.
Maintenance and troubleshooting of system hardware and resourced.
Installation of various software such as oracle, visual studio and SQL server for student.
Installation and Configuration of Testing and Examination Software such as PROMETRICK and SLT.
Academic Qualification:
Graduation (B.Sc. IT) Distance Learning
Kuvempu University (Shankaraghatta Karnataka)
12th (Science Stream with Physics, Chemistry & Math) - U.P Board, Allahabad.
St. Andrews Inter College (Gorakhpur, U.P)
10th (Science Stream with Physics, Chemistry & Math) – Bihar Board, Patana
D.M Academy (Bagaha -1 Bihar)
Professional Qualification:
GNIIT (System Engineering and Networking) From NIIT South Extension New Delhi.
CIT (Certificate in Information Technology) From NIIT South Extension New Delhi.
Certifications Exam:
MCTS certification (070-680) - Supporting Users and Troubleshooting Windows 7 OS.
MCP Certification (070-640) – Windows Server 2008 Active Directory Configuration.
Training and Tech Seminar Attended:
TIA training organized by NIIT Ltd.
Seminar on Cisco Technology organized by NIIT Ltd.
SLT Training organized by NIIT Ltd.
Achievements:
Hands on Experience on Troubleshooting Win XP Professional and Win 7 in NIIT LTD.
Management of more than 300 machines in NIIT LTD.
Took 62 remote session and 55 cases in a day while working with TechYuvi 24*7.
Participated in Science Fair 2011 organized by Amar Ujala.
Personal Details:
Fathers Name: Mr. Om Prakash Arya
Date of Birth: 5th February, 1989
Gender: Male.
Nationality: Indian.
Languages Known: English, Hindi.
Marital Status: Married.
Hobbies: Music, Travelling.
Date:
Place: (Chandra P Gupta)
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