Technical Support Service

Haribabu Sathyanarayana Arya

Mobile: +919*********

E-Mail: *********@*****.***

________________________________________

Technical Support

Impressive, fast track management career driven by challenges and a desire to be successful in all endeavors.

SKILL SET

Functional:

System Administration:

Installation and configuration of Windows Server 2008, DC and ADC’s, Terminal Servers, Group Policies, DHCP, DNS, FTP. Configuring Network Printers. Taking backup of routers and switches. Installation and Configuration of Software’s in Windows 98/2000/XP/NT/VISTA/7/Windows Server 2000/2003/2008. Creating user accounts, configuring user profiles, creating local and global groups, managing accounts and Domain Controllers. Sharing folders, planning and assigning NTFS permission.

Networking Operations:

Troubleshooting the LAN/WAN connections and Network Printers. Monitoring all the Devices like Routers, Switches, Servers, Desktops and Network Printers. Installing and Administering LAN, Peer to Peer and Client-Server based Networks.

Technical Support/Troubleshooting:

Providing Operating System/Software, Hardware and Network Support. Assisting customers to back up the data/information from the notebook and reinstalling the Operating System, downgrade/upgrade the Operating System as well as the hardware devices in the notebook PC’s. Providing compatible Device drivers and HP software applications and maintaining different client Operating System like Windows 98/2000/XP/NT/VISTA/7.

Technical:

Operating Systems : Windows (7, Vista, NT/XP, 2000 & 98)

Enterprise Level Tools : Tools Astro (HP-CISCO) for case records & Email, Kana (Citrix Application) for Email. ASTRO chat Tool. SR Dash (Light Weight Protocol Tool)

ORGANISATIONAL SCAN

21st October 2009 – 15th May 2012: Mphasis an HP Company, Pune as Senior Technical Support Officer

L3 support level

Key Deliverables:

MphasiS consistently delivers Applications services, Infrastructure services, and Business Process Outsourcing (BPO) services globally through a combination of technology knowhow, domain and process expertise. Our results focus on real improvement in business performance for our clients. We bring to our clients a credible and experienced global leadership team driving service delivery through the next generation global delivery model. We service clients in Financial Services, Manufacturing, Communications, Media & Entertainment, Healthcare & Life Sciences, Transportation & Logistics, Retail & Consumer Packaged goods, Energy & Utilities, and to Governments around the world.

Notable Attainments:

Expert level help desk support (Technical Support) for international customers.

Monitor SLA and ensure that the team maintains the AHT targets.

Preparing action plan and Performance improvement Plans.

Received Top Associate Award for having maintained Customer Satisfaction.

Received Apex Award for quarterly team.

Team player.

Rated 3 & 5 for last 6 months.

Topper in generating revenue to the company for last 1 year.

Three times Agent affinity award from HP.

29th October 2007 –9th May 2009: Brigade Corporation India Pvt. Ltd., Hyderabad as Technical Support Executive, L2 support level

Key Deliverables:

Since its inception in 1998, Brigade has focused on providing business process outsourcing (BPO) services and knowledge process outsourcing (KPO) services for global corporations. Brigade's global service delivery model provides clients with an opportunity to capture the competitive advantage of global labor markets to dramatically improve business processes while delivering them at substantially lower costs. Quality is a passion at Brigade and the aspects of high quality permeate every department here.

Notable Attainments:

General help desk support (Technical Support) for internal & external customers.

Monitoring voice, chats, Emails and handling escalated supervisory calls /chats/Emails.

Monitoring the network & the schedule the check points to get the issues in details.

Mentoring & Motivating Team Members and preparing action plan and Performance improvement Plans.

Identifying and reporting training needs for team members and offering SAS (sales after service) to international customers particularly from USA & CANADA through HP’s RevGen Process.

Topper in generating revenue to the company since last 8 months

Successfully implemented system of B.O.S. and E.O.S. (Beginning of Shift and End of Shift)

Maintained Customer Follow-ups.

Awarded three times as Best Technical Support Executive for achieving CSAT in Brigade from HP.

Awarded two times as Best Technical Support Executive for achieving REVGen in Brigade. From HP.

Received Top Associate Award for having maintained Customer Satisfaction.

Awarded Top Associate for providing better solution for various technical issues.

Rewarded with various gifts for generating revenue on consistent basis.

Attended Client Calls weekly based and monthly based.

ACADEMIC CREDENTIALS

Graduation in Management from Indian School of Business Management and Administration.

Intermediate from B.S.R.V Naidu Junior College.

STRENGTHS

Good communication and Interpersonal Skills.

Unique ability to adapt quickly to tricky situations.

Self-learning ability with a quest and zeal to learn new technologies and undertake challenging tasks.

PERSONAL INFORMATION

Date of Birth : 9th December, 1982

Father’s Name : Sathyanarayana Laxmaiah Arya

Residential Address : 29-566, Keshavnagar, Neredmet, Secunderabad-56.

Nationality : Indian.

Languages Known : English, Hindi & Telugu.

Hobbies : Netsurfing, listening to music, Travelling etc.

Date: ( Haribabu Arya ).

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