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Techynical / Customer Support Analysyst

Hyderabad, Andhra Pradesh, 500016, India
2.4L (PA)
November 28, 2011

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Mobile +** 801 *** ****



** ****** ** ******* ****** experience, specialized in handling various processes in outbound & inbound Segment.

Academic Background

B.Com (III-Computers), from Dr. Br. Ambedkar University, Hyderabad, A.P

Technical Background

PGDCA-Post Graduate Diploma in Computer Application from PACE Education.

MCDST-Microsoft Desktop Support Technician from NIIT, Hyderabad.


Designation: Customer/Technical Support Executive (Voice Support)

Duration: One Year.

Location: Pune.

Roles & Responsibilities:

Provide support to customers by answering telephone calls (primarily) and replying to emails in line with departmental measures, which includes average call times, call wait times, with a focus on high quality, accuracy and customer satisfaction

Document and record all activity and communication with customers over telephone and email according to departmental standards of quality

Record all activity in the department’s call logging system, updating cases at least every 3 days in order that progress can be tracked with each customer’s incident, viewed via the customer portal and reports generated for high profile customers

Meet or exceed departmental goals for Case Management, Phone and Email response times, and Customer Satisfaction scores

Analyze and clarify customer queries though troubleshooting and researching existing knowledgebase articles/known issues

Review cases for technical complexity and make recommendations to team members with regards escalation according to departmental Best Practice

Use and create knowledgebase articles in line best practice based on new product information, support incidents, and/or common or critical issues

Participate in departmental projects, Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement

PDS Software solutions Pvt Ltd.,

Designation: Call Centre Executive (Voice Support)

Duration: Six Months.

Location: Hyderabad.

Roles & Responsibilities

User administration (setup and maintaining accounts)

Maintaining system, Verify that peripherals are working properly

Quickly arrange repair for hardware in occasion of hardware failure

Monitor system performance, Create file systems, Monitor network communication

Install software, Create a backup and recover policy

Update system as soon as new version of OS and application software comes out

Implement the policies for the use of the computer system and network

NIVISTA TECHNOLOGIES Pvt Ltd., (formerly Pundits Guild Software Solutions)

Designation: Process Associate (Voice Support)

Duration: Six Months.

Location: Hyderabad.

Roles & Responsibilities

Maintain the computer systems of a company, server management is a primary responsibility.

Responsible for installing, maintaining and upgrading Operating systems & servers

Ensuring the servers is backed up, and the server data is secure from unauthorized access.

Responsible for the day-to-day maintenance and operation of selected systems.

Track the status of each prospect post appointment schedule to update the feedback.

Strong documentation and record keeping skills, with extreme attention to detail.

Major Achievements

Selected as Quality for the processes.

Key team member of Quality special group to undergo training for Six Sigma methodologies.

Informatica series 9, SQL Server and Linux (Putty).

Personal Profile

Father’s Name : Suleman

Date of Birth : 15th Aug 1983

Address : 3-5-65/3, Indranagar, Ramanthapur, Hyderabad- 13

Languages known : English, Hindi & Telugu


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