Call Center Software Support

Lokesha Sharma

H No **,Satya Niketan

Moti Bagh 2,

Opo Sri Venakateshwara College

New Delhi – 110021 (INDIA)

Mobile:920-***-****, 880*******

eMail: *******@*******.***

Worked with LT Foods (Oct 20 - November 2022)

Designation: Manager Software Support

Responsibilities: - Preparing MIS

- Allocation of Task to RPE

-Providing Software Support to the user All India.

-Interaction with the user for any new Developments and Change Requests

-Close Co ordination with the Development Team for Deployment of New Changes

-Testing the New Changes / Developments on Test Site

-Providing on Spot Training as well as on line.

-Providing Prompt Solution for any software Related Queries

Worked with Barcode India Limited (July 2009 - November 2019)

Designation: Manager Software Support

Responsibilities: - Managing the Team to support of Barcode Application

-Providing Software Support to the user All India.

-Interaction with the user for any new Developments and Change Requests

-Close Co ordination with the Development Team for Deployment of New Changes

-Testing the New Changes / Developments on Test Site

-Providing on Spot Training as well as on line.

-Providing Prompt Solution for any software Related Queries

-Undertake visit to Various Vendors for Training of the Software used

-Coordination with the various vendors for AMC

-Follow up for AMC

WHIRLPOOL OF INDIA LTD. (InfoVision Solutions). New Delhi, April ’06 – June 2009

Designation: Sr Executive – IT (Whirlpool, New Delhi)

Responsibilities: - Managing the Interface between SAP and the Web Based Application

-Providing Software Support to the user All India.

-Interaction with the user for any new Developments and Change Requests

-Close Co ordination with the Development Team for Deployment of New Changes

-Testing the New Changes / Developments on Beta/Test Site

-Creation and Deletion of User Id s

-Managing the access rights for individual Users

-Close Coordination with the business team in regards to System Process

-Providing on Spot Training as well as on line.

-Providing Prompt Solution for any software Related Queries

-Undertake visit to Various Branches for Training of the Software used

-Coordination with the various vendors

WHIRLPOOL OF INDIA LTD. (InfoVision Solutions) New Delhi, April’01 –April’06

Designation: Assistant Manager – Call Center (Whirlpool, New Delhi)

Responsibilities: - Managing pre-defined processes to achieve service delivery benchmark.

-Responsible for administering Automatic Call Distribution System

-Identify the training areas and co-ordinate for the same

-Providing Data to Strive for increasing AMCs/Accessories sales

-Responsible for preparing various monthly and periodic MIS reports.

-Monitoring team performance and productivity.

-Roster Administration

-Undertake visit of Service Partner’s regularly.

-Give relevant feedback to Whirlpool Management

B Com Delhi University .

Passed SWIFT from NIIT, New Delhi.

Passed 12th from C.B.S.E. (All India) in year 1994.

Skills:

Operating Systems : MS-DOS, Windows 98/XP/2000

GUI Packages : MS-Word, MS-Excel, MS-PowerPoint

Others : Basic Knowledge of SQL Server 2012 l

-Received Best of the Best Team award from Whirlpool of India Ltd for the Smooth Implementation of Web Based Software (magicare).

-Received well done award from Whirlpool of India Ltd. For providing intense training throughout the North region

-Received Best employee of the Quarter from Infovision Solution in the yr 2004

-Received Employee of the Month Award for outstanding performance at.

Details

Father’s Name: Mr. N K Sharma

Date of Birth: 11th October, 1976

Sex: Male

Marital Status: Married

Language’s Known: English, Hindi, and Punjabi

(Lokesh Sharma)

WORK EXPERIENCE (Full Time)

ACADEMIC PROFILE

COMPUTER ACQUAINTANCE

ACHIEVEMENTS

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