Cell No: +91-905******* e-mail: firstname.lastname@example.org
Objective To achieve a position that draws on my past experience and provides an opportunity for further personal and professional growth.
Experience Dec 2008 – Dec 2011 Dell Inc. (Dell International Services Pvt. Ltd., India)
Sr.Technical Support Resolution Expert for the XPS range of computer systems.
Hardware and software troubleshooting.
Provide OTA & remote diagnostic solutions.
Promoted to Team Resolution Expert Jun 2010.
K.R.A. included customer escalations, temp checks, closing unresolved issues, provide one on one feedback, monitor and assist with live chat/calls.
Handle communication & sales cross platform training for the team.
Oct 2006 – June 2008 3 Global Services Pvt. Ltd. –Mumbai.
Senior Advisor, UK Operations.
Provisioning of new and existing customers.
Resolving customer billing disputes.
Troubleshooting network and handset related issues.
Promoted to Outbound Retentions Team, UK Operations.
Last Line effort at customer retentions.
Additional KRA: Up skill the team on communication soft skills.
Jan 2006 – Sept 2006 ADS Advertising Pvt. Ltd. – Mumbai.
Manager – Operations.
Vendor/contractor development and management.
Assign tasks to the execution supervisors and their teams.
Market research on new materials and advertising media and market trends
Price negotiations with third party vendors.
Coordinating operations administratively as well as on site supervision. The key functionality of the Operations Department being to support the
Business Development team by translating their offerings to the client, in
tangible form and at the closing stage, by providing actual samples, fabricating prototypes, print media options, etc. as per the clients requirements. Once the orders have been confirmed, full scale production is undertaken as per approved samples.
Types of assignments undertaken are;
Work with the DTP team to visualize, design and finalize customized artwork to be used in the promotions.
Printing of Banners on various media including cloth, vinyl, flex, LD
foam, and canvas.
Fabrication and installation of back lit and front lit signage.
In-shop branding by means of floor standees, wall branding, one way vision, danglers, inflatables, etc.
Complete retail outlet makeovers.
Organize and co-ordinate Road shows and product launches.
Fabrication of specialized retail display units in metal, acrylic, wood, glass, or combinations thereof.
Some major clients serviced;
Effemex (Pedigree Pet Food)
May 2005 – Dec 2005 Air India Pilot’s Welfare Society. - Mumbai
The Society is a non-profit organization. This was a short term temporary assignment, with the objective of re organizing the office of the Society. This was achieved by;
Implementing better documentation and records.
Improving PR with the other departments,
Initiated the publishing of the Society’s monthly newsletter.
Interacting with its members & improving the turnaround time for services provided.
General responsibilities also included keeping a track of funds invested by the Society.
Mar 1996 – Mar 2005 General Electric & Trading Company. – Oman. (Canon - Office Automation Division)
Assistant Manager – Office Automation. General KRA:
Responsible for sales to both government and private organizations within Oman. Promoting the full range of Canon products, which include digital and analogue copiers, facsimiles, printers, electronic filing systems, e-document management solutions, and LCD projectors
Also responsible for conducting in-house training sessions on various product lines, technologies, and sales techniques.
Providing assistance to the Divisional Head on marketing, sales, administrative and commercial issues.
Supporting the sales team on field calls whenever required.
June 1990–Jan 1996 Al Seeb Technical establishment. - Oman.
Handled Institutional sales and the Indirect Channel for Citizen & Samsung watches.
Part of the launch & marketing team for the new range of Casio
Responsible for sales & developing the Indirect Channel and promoting brand awareness in the Sultanate of Oman in the Interior remote regions.
Represented the Organization at various trade fairs and exhibitions held in Oman. Responsible for location selection, merchandising and sales generated in this capacity.
In charge of logistics for the Casio brand. The assignment included selection and placing of orders with principals, tracking order and sales values, maintaining model movement registers, preparation of sales records and analysis, marketing and merchandising activities, and handling of all commercial communication with Principals.
Education 1984 – Secondary School Certificate Examination.
1986 – Higher Secondary School Certificate Examination.
Six Certifications from Canon (Europa)
1. Digital Copying Systems & Multi-functional Devices.
(Dubai - Canon Europa)
2. Color Copying & Printing Systems, Principals of color.
(Dubai - Canon Europa)
3. Indirect Channel Marketing.
(Egypt - Canon Europa)
4. Professional Color Solutions Business.
(Dubai - Canon Europa)
5. Image Runner Line up (New Digital Copier Range)
(Dubai - Canon Europa)
6. EDOS Electronic Document Management Systems. (Dubai – Canon Europa)
Ten Certifications from Dell Inc. (U.S.A.)
Dell Certified Systems Expert. (DCSE/DTT ID: 62239 )
1. Foundations 2010 Portables Certification (ID 2003)
2. Foundation 2010 Desktops Certification (DCSE Cert ID 3016)
3. Portables Studio XPS 1640/1340-Certification(DCSE ID:923)
4. Portables XPS L401x /14, XPS L501x /15, XPS L701x/17 - (Cert ID : 3027)
5. Portables Alienware M17X - Certification(DCSE ID:964)
6. Alienware Area 51 Desktops Certification(DCSE ID:1018)
7. Alienware Aurora Desktops Certification(DCSE ID:1020)
8. Portables Adamo XPS – Certification (1034)
9. Alienware M11x Portable Certification (DCSE ID: 1044)
10. Connected Classroom Certification – APJ (ID: 2153291)
Ability to constructively contribute towards the Corporate Mission and imbibe the best in principles & practices.
Apply expertise and intuitive knowledge gained from handling diverse
Hands-on experience & cross platform skills with trending industry norms like Customer Experience Indexing, Communication Soft skills, NPS (Net Promoter Scores) Mapping, Brand positioning.
Sound knowledge of Internet strategies using the current trends in Social media to leverage product awareness, advertising, & customer care.
Thorough in the nuances of OOH (Out Of Home) advertising.
Certified by Dell Inc. on the latest computer technology, and brand specific product knowledge.
Scanned copies of all supporting documents available on demand in .pdf format
Hard copies available for verification.
ADDRESS (INDIA): Ashley D’Souza
11-13-69/C/4, Hari Puri Colony, Road # 1,
DATE OF BIRTH:
17th September 1968
Kirti College - Bombay
H.S.C.E. (Pune Board) Examination in 1986.
Our Lady of Salvation High School – Bombay.
S.S.C. (Pune Board) Examination in 1984.
Can speak, read and write English, Hindi, rudimentary knowledge of spoken Arabic.
Self-knowledge: Reading (non- fiction), computer journals, writing, etc.
Sports: swimming, squash.
Computers: Hardware, software, Internet.
Any activity that promotes self-improvement.
DRIVING LICENSE: Valid AGCC Driving License, expires 2017
CONTACT DETAILS: CELL # +91-905*******
E mail: email@example.com