www.convergys.com India Services Pvt Ltd Mumbai : Technical Support Officer

[mskavi]

CONVERGYS India Services Pvt Ltd Mumbai Suburbs : Technical Support Officer
Website: http://www.convergys.com

Keywords: Basic Technical Knowledge preferred but not compulsory

Designation: Technical Support Officer
Experience: 0 - 3 Years
Location: Mumbai Suburbs

Job Description:
Principal Duties and Responsibilities: Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Listen attentively to customer needs and concerns; demonstrate empathy. Clarify customer requirements; probe for and confirm understanding of requirements or problem. Meet customer requirements through first contact resolution. Confirm customer understanding of the solution and provide additional customer education as needed. Prepare complete and accurate work and update customer file. Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. Effectively transfer misdirected customer requests to an appropriate party. Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. Participate in activities designed to improve customer satisfaction and business performance. Occasionally use decision-support tools to answer questions. Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking. Offer solutions to issues that are often non-standard/non-routine and require some clarification. Maintain broad knowledge of client products and services.

Desired Candidate Profile:
Knowledge of basic computer operations. Willingness to rotate shifts, as needed. Ability to learn. Courteous with strong customer service orientation. Dependable with proficient attention to detail. Good listening and responding skills. Must be flexible with the ability to adapt to changes quickly and think conceptually. Possess insight into self and others. Solid problem solving skills. Some technical knowledge.

Executive Name: Subhikshi Mani

Telephone: 9930001331

Reference ID:
subhikshi.mani@convergys.com

Keywords: Basic Technical Knowledge preferred but not compulsory

[Guest-IJT]

S.V.G.K.Kishore
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The submitted value of field named "Email :" is:
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svgkkishore AT gmail.com
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The submitted value of field named "Designation / Name of the Post / Skill Set" is :
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Senior technical support / knowledge of installation and trouble shooting of Computers / Servers and networking with installation of printers scanners and other devices
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The submitted value of field named "Copy Paste Your CV / Resume Here :" is:
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S.V.G.K.KISHORE
E-Mail : svgkkishore AT gmail.com
Looking for exciting assignments in Infrastructure support and management with a growth oriented organization.
Professional Overview
- Nearly 18 years of experience in Computer System Administration, Network & Infrastructure Support.
- Presently working with Alignor Learning Solutions Private Limited as Manager Support (Technical and Admin) since 1st May 2010.
- My responsibilities include Installation and maintenance computer systems setup & maintenance of the Local Area Network, Internet connection, UPS and Electrical appliances and telephones. In addition to the above tasks I also take care of all the support services like coordination for payment of bills to vendors, and all types of procurement as and when required.
Had worked with CAP Foundation an NGO (Non Government Organisation) as Manager Network Administration from 3rd June 2009 to 30th April 2010.
- I was responsible for the maintenance of the one Windows 2008 Server which hosts the Organisation’s web site along with other supported services and Mail Services, one Red hat Linux server which hosts the e-learning services both the servers are located in the data centre in US.
- I was also responsible for providing Technical support for enhancing the Computer Systems configuration and plan for establishing Local Area Network in the labs at all the ETC centres for implementing the e-learning services (ETC “Employability Training Centres” centres are used for training the school dropout children to enhance their employability skills and ensure that they qualify for a better skilled job which in turn will give them a better source of revenue. There are about 112 ETC centres throughout India spread across different states.
- Had set up Local Area Network (LAN) for the CAP Community College located on the outskirts of Hyderabad. There is a Hotel Management and Catering department in the college premises in addition to the Intermediate and Degree College. I had setup LAN for each of these departments separately.. This College has two Computer Labs with 30 Computers in each Lab. We had also provided wireless Internet access for the entire Local Area Network.
Had worked with Adayana Learning Solutions Private Limited (formerly known as Trina systems private limited) from the year Nov 2001 to May 2009 as Manager.
- Efficient in handling of complex situations in line with existing business trends and also making appropriate decision in the larger interest of the organization.
- Assumed responsibilities of supervisory nature in order to ensure round the clock efficiency in facility management and preventing failures from all spheres.
- Extending high-end technical support and ensuring high customer satisfaction levels through prompt redressal of their problems.
- Excellent communication and interpersonal skills with proven abilities in resolving complex networking, and software related issues.
Core Competencies
Networking
- Managing the overall administration of LAN, configuration & maintenance of Domain control Web and FTP servers.
- Installing and maintaining network and data communication hardware and software environment.
- Planning, designing, installing and configuring, upgrading, maintaining LAN, as per organisational requirements, governed by communication protocols.
- Troubleshooting networking problems to ensure minimum downtime & maximum availability of network.
- Managing rules based policies, administrating accounts, setting up the permissions and access, creating reports using reporting module and analyzing network traffic.
Systems Administration
- Overseeing installation of OS and application software, deployment of servers, disk quota management and distributed file systems, network setup etc and monitoring the same.
- Installing, configuring and maintaining operating systems, application software, anti-viruses & hardware.
- Devising strategies for Disaster Recovery Management, including planning and designing servers for back up and recovery of server / database information.
- Planning, designing IP addressing and submitting with all classes...
Technical / Customer Support
- Troubleshooting problems pertaining to Performance Tuning, Network Administration, Application Conflicts and System Bugs & meeting deadlines without compromising quality norms and adhering to SLA.
- Handling the operations related to disaster recovery, domain management, active directory & storage management. Addressing queries regarding the information system / software & extending onsite support including maintenance of hardware / software.
Career Recital
Responsibilities :
- Administering & ensuring that the Broadband Internet connectivity with ISP is up at all time.
- Analysing & trouble shooting the technicalities of ISP like wireless connectivity router configuration- high latency due to packet loss & firewall connectivity.
- Ensuring that the mail server located at the data centre of the ISP is up and running.
- Handling the mail server administration-like : new users addition, modification of group accounts & deletions of accounts.
- Resolving the user’s mail access issues with mail client & backup of mail client data.
- Installing the inter connectivity of all the desktop computers, LAN cable, laptops and required software’s & providing backup to the user data.
- Updating the Antivirus Software and verifying the latest updated patches.
- Appraising the performance of 6 nos 5Kva UPS, Fax machines, Laser Printers, Scanners and e-Mac Computers.
- Installing new telephone lines & shifting the telephone connections as required.
- Monitoring the generator maintenance by performing routine check (including the availability of Diesel).
- Maintenaining the coffee/ tea vending machines, fire fighting equipment from cease fire & documenting reports accordingly.
- Initiating regular preventive maintenance of Air conditioners & generating AMC renewals.
- Procuring quotations for the purchase of Computer hardware, Operating system, Software (Macromedia, Photoshop, MS office products) and Antivirus.
- Procuring the stationary & coordinating for printing work, visiting cards, CDs & DVDs.
- Coordinating with Accounts and HR for opening the bank accounts of new employees if required.
Nov’00 to Aug’01 with Learning byte International, Erramanzil Colony, Hyderabad as Network Manager
Responsibilities :
- Maintaining the network at Hyderabad (120 systems) and Bangalore (45 systems).
- Installing software’s like rational rose, jrun2.0 & visual SourceSafe 6.
- Installing the exchange server 5.5 which was configured to be connected to the main exchange server at Minneapolis.
- Responsible for installing the domain controllers with WinNt 4.0 Server Computers and Redhat Linux7.0.
- Configuring the DHCP Server and the WINS Server for the above mentioned networks.
Attainments :
- Successfully installed 3 Network printers of which two HP 4050N and 1 HP2200 DN for the Local Area Network & Microsoft ISA Server for firewall and caching purpose.
- Configured the server for protocol filtering, site filtering and monitoring the external intrusion into Network.
Dec'98 to Nov'00 with Sparsh Communications Ltd., Abids, Hyderabad as Support Engineer (Technical) in Highway Automation System Project
Project :
Highway Automation System Technical Setup Details
Description :
This project is an Intranet project implemented using x.25 wide area network in combination V-sat technology in cooperation with network leaders like ARM India Ltd., and BHARATI BT. Intranet is configured with 3 b servers, 2 Databases, 300 remote clients connecting to central servers. These remote stations are spread through out the country installed on all national highways.
Highway Automation System WAN (Wide Area Network ) Remote Client Setup.
V-sat Equipment used for Network connectivity.
Outdoor Equipment Offset Feed Parabolic Antenna, Antenna Assembly (attached to antenna support pole), which comprises, Feed Horn, OMT (Ortho Mode Transducer), Transmitter, Waveguide Filter, Right-Angle Waveguide Elbow, LNB (Low-Noise Block Down Converter), Two Interfacility Link (IFL) Cables connecting outdoor and indoor equipment.
Indoor Equipment DPU Configuration Software I-BOY, RF Equipment, Base Station, RF Cable,
Omni Antenna, RS-232 Data Cable.
Client Configuration Hardware : Intel Celeron processor, 64 MB RAM, 4.3 GB HDD
System Software Operating System, Windows 95, Database, Oracle, Client Software, Oracle 8.0.3, Communication Software, Hascom, Browser Software, Internet Explorer, Server Configuration.
Hardware Intel PIII450Mhz dual- processor, 512-mb RAM and 9.2 GB*4 HDD with RAID, Cisco Router 2500, Scientific Atlanta Skyrelay SR4000 DPU & Scientific Atlanta Skylinx Chasis, Operating Systems & Software : MS-Windows NT 4.0 Enterprise Edition with SP 5, IIS 4.0, and oracle 8.i. MS -Asp2.0
Description :
Kiosk Setup consists of VSAT Scientific Atlanta (SR-3000 DPU) with Async port. Mode of data transfer upto 64 Kbps at each port and having 4 ports. The Model SR3000 DPU contains the following modules. Modec Card, one PAD/ RCC Card, Por Supply Module, Optional LAN Card, Optional 8-Port Expander card.
Responsibilities :
- Installing RAS and configuring users to dial into the b servers.
- Coordinating with BHARATI BT (V-Sat Service Providers) for establishing 300 remote clients Wide Area Network. Monitoring the servers for bottlenecks and to increase the server performance.
- Interfacing & coordinating with Technical Staff to resolve the technical problems.
- Installing and configuring the PC-anywhere to remotely monitoring the servers, VSAT equipment's (SR-3000 D.P.U).
- Handling the maintenance of network for minimum down time.

Nov'97 to Jul'98 with Monarch Cyber Solutions Limited, Moti Nagar, Begumpet, Hyderabad as Manager Customer Support
Responsibilities :
- Handling/ administering the network administration (Creation of user accounts/ Assign user permissions) on the Network recourses.
- Crosschecking the issues related to network connectivity, installation and maintenance of network clients.
- Implementing the server connectivity for the Databases & checking the network security.
Project Handled
Independently supervised the installation of Network for two Compaq Proliant Servers and 60 Clients Machines (Compaq)
Operating System : Windows NT 4.0, WIN95n & UNIX.
Software Packages : MS Office, Oracle Data base, C++
The LAN Connectivity was a structured cabling with AT&T grade Cat5 cable with jack panels at the Server end Cable termination and AT&T specified Information Outlets at the Client side. Used the 16port 10 Mbps hubs Cascaded Mode. Installed the Domain controller (Primary Domain Controller) and a Backup Domain Controller for the above mentioned Local area Network. I also installed a Member Server for the file sharing and printing. Enabled the Security logging to keep track of the unauthorized LAN Access. Around 30 Win 95 Clients and around 30 Win NT4.0 Workstation Clients connected to the Network, apart from this also configured the Server for the remote access (RAS) for few Important Users. Utilized the Raid 1 Disk mirroring for the Operating Systems and Raid 5 Stripe set with parity for the data storage. The file system used for the Data storage was a NTFS partition as used the file/folder permissions for some important files, provided a DAT tape Backup Device 2/4GB fixed on the Backup Domain controller for Data Back. The internet access was given through a proxy Server which also acted as a firewall for the Network Security.
Attainments :
- Provided technical support services to the major clients like : Suvarna Marketing (Resellers for Sony India) Hyderabad Health Card, Indian Chamfer Ltd., Vasanth Chemicals Ltd., Lepra India, A.P.T. Tech (P) Ltd., State Bank of India, Andhra Bank & A.P.T.S.
Jun'95 to Nov'97 with Pacific Telecommunications & Instrumentation Ltd. Tirumulgherry, Secunderabad as Service Manager
Responsibilities :
- Coordinating the service activities on all India basis i.e, Six Branch Officers and 45 dealers.
- Handling the installation & maintenance of microprocessor based call monitors, cash registers and digital pair gain systems.
Attainments :
- Prepared a Technical Service Manual for the various products produced manufactured by Pacific Telecommunications & Instrumentation Ltd.
Feb'92 to Jun'95 with Optima Computers Pvt. Ltd., Begumpet, Hyderabad as Computer Hardware Service Engineer.
Responsibilities :
- Installing and maintaining the range of Personal Computers PC-XT, AT-286, 386 & 486 and associated peripherals like all types printers, scanners etc.
Attainments :
- Delivered services to the clients like : CCMB, NIN, NGRI, State Bank of India, A.P. Technical Services, A.P.S.V.S., National Informatics Centre, D.T.A., Defence Research & Development Laboratories, Research Centre Imarath, Survey of India, National Police Academy, A.P Housing Corporation in all the Districts, Administrative Staff College of India, NIRD, NAARM, Directorate of Rice Research Government Institute for Administration and A.P Forest Department.
Dec'89 to Feb'92 with Microfirm Computers Services, Secunderabad as Customer Support Engineer
Responsibilities:
- Installing & maintaining the computers, printers, scanners and electronic typewriters.
Attainments:
- Facilitated services to the Bakelite Hylam, Suvarna Udyog, ITC, BPL, DRDL, BDL, NFCL, State Archives, Ambuja & Petrochemicals Ltd., etc.
Certification
- Microsoft Certification MCSE in Windows NT 4.0 in 1998 with the following papers:
o Windows NT Server
o Windows NT Workstation
o Windows NT Enterprise
o TCP/IP
o Internet Information Server
o Network Essentials.
- Completed a Course in Sun Solaris Administration.
IT Skills
Servers Compaq Proliant 800 & 1500, IBM Netfinity 5600, H.P, Sun Sparc Server
Desktop Computers Compaq deskPro2000, Zenith Pentiums, IBM300GL 450/733, H.P Brios 450/733, Dell, assembled P3 & P4 Computers, Sony, Acer, DELL Inspiron and HP Note Book Computers.
Printers HP Desk670C, HP610, Epson Stylus220, Epson 570EL, HP Network, Printer4050N, HP2200 DN, HP-DJ1125c, Cannon Bubblejet300, HP Deskjet-1100, Epson 24pin TVSE, MSP245 & MSP255, TVSE Caligara, Epson LX150, Epson Ex200, HP-1200N, HP4100N and HP1022N`
Scanners HP Scanjet440C, HP Scanjet-5300C and Cannon
Modems Rockwell, D-Link, Bocca, Complex Internal, ISDN Dialup Modem, Powertel
Operating Systems Microsoft Systems Management Server 1.2, Microsoft SQL server 6.5/7.0, Internet Information Server 4.0, Windows NT Server 4.0, Windows NT, Workstation 4.0, Windows 95, MS Exchange Server 5.5, MS Proxy 2.0, Sun Solaris 9, Linux 10.0
Scholastics
- Associate Member of Institution of Engineers (AMIE) specializing in Electronics & Communication Engineering, Calcutta (Recognized as equivalent to Bachelor of Technology by Union Public Service Commission, Govt. of India) in 1988.
- Course Module:
o Computer Hardware Architecture, Instrumentation and Broadcast & Television Engineering
Location Preference : Any place in India or Abroad, Willing to relocate
Immediately with short notice.
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More Information about this submission and submitter:-
___________________________________________________
Submission ID : 4114520
Date & Time : 10th May 2011 2:03 PM (UTC)
IP Address : 59.93.69.179
Browser Info : Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 5.1; .NET CLR 2.0.50727; .NET CLR 3.0.4506.2152; .NET CLR 3.5.30729; InfoPath.1)
Predicted Country : India

[Guest]

Navdeep Sharma

Career Objective
To pursue a challenging and fulfilling career in Industry that provides an enriching environment thereby contributing towards self and organizational growth.
Professional Overview

A result oriented professional with over one year experience in Client Servicing in the IT Services sector. Possess excellent interpersonal, communication and analytical skills with demonstrated abilities in customer relationship management.
Work Experience
(I) Organization : India mart Intermesh Limited
Designation : Joined as Assistant Manager: Client Servicing.
Period : April 2010- Nov 2010
Appraisal : Promoted as a Manager in Six Months of Duration
Present Designation : Relationship Manager: Client Servicing.
Period : Nov 2010- Till Date
Job Responsibility :
- Planning the day wise prospective calls with prior appointments through Web ERP.
- Meeting & interacting with client on various perceptive as Client Servicing, Upgrading & Directing clients to give more focus on India mart.
- Planning & working on the specified process to improve the productivity of Team.
- Analyzing customer’s implicit & explicit needs to give better solutions.
- Analyzing the Customer History and Track record of Payments on ERP.
- Collection of Balance Payments.
- Timely delivery of services & handling complaints with adequacy.
- Build Company’s profile and brand image in the market through sustained campaigns.
- Servicing the existing clients and building good relations.
- Finding out new techniques for Growth of Company.
- Responsible for Client Retention or no loss of accounts.
- Generating the Weekly Sales & Receiving Renewals.
- Achievement of Monthly, Quarterly and Annual sales targets.
- Responsible for increasing per Client Revenue Optimization.
Summer Internship Program
- Company Name : ICICI Bank Ltd. (Bhopal)
- Project Title : A comparative study of ICICI Bank Life Insurance Product with LIC.
- Objective : To find out the Opportunities and Challenges in Personal Selling of Life Insurance Product of ICICI Bank Ltd.
- Duration : 6 Feb 2008 - 27 May 2008 (4 Months).
Management Research Program
- A study of Trend Analysis of Mutual Fund with respect to ICICI Bank Ltd.
Academic Project
- Project on “Commercial Vehicles” as a part of ‘Marketing Module’.
- Project on “Clean City Green City” as a part of ‘Soft Skill Module’
Educational Qualification
- MBA from ICFAI Business School (2009).
Specialization : Brand Management, Management Control Systems, Integrated Marketing Communications, Sales and Distributions Management, Retail Management and Operations Management.
- B.Sc in Computer Science from DAVV Indore (2007).
- 12th from CBSE Board - The Aditya Birla Public School, Khor (2003-04).
- 10th from CBSE Board - Bhavan’s Vikram Vidya Mandir, Khor (2001-02).
Computer Literacy
- Knowledge of ERP
- Applications : MS-Office.
- Operating Systems : Windows 95/98/NT/2000/XP.
Extra Curricular Activities
- Participated in ‘National Children’s Science Congress’ 2002 at Bhavan’s Vikram Vidya Mandir, Khor.
- Participated in ‘Cluster Meet’ Organized by Grasim Vidyalaya Birlagram Nagda (M.P.) in Oct 2003.
- Participated in various Quiz Competitions and Cultural Activities in School.
Achievements
- Honored by CEO of the company, Mr. Dinesh Agrawal in India mart Intermesh Limited.
- Nominated for 4 times in “Emerging Star of the Month” in India mart Intermesh Limited.
- Won 1st prize in ‘Operations Management Week’ at ICFAI Business School, Indore.
- Won 1st prize in ‘State level Science project’ in 2002-03 at Bhavan’s Vikram Vidya Mandir, Khor.

Date : 21/07/2011
Place : Mumbai