Abdurrahman Khan Email and Phone Number

Roles and ResponsibilitiesProvide guidance and direction to agents to ensure that they are providing high-quality support to clientsDevelop and implement training programs to improve agents' skills and knowledge of Proctortrack software and other relevant tools and processesMonitor agents' performance metrics such as call handling time, ticket resolution time, and customer satisfaction, and provide feedback for improvementDevelop and implement strategies to improve team productivity and efficiency, such as optimizing processes and identifying and resolving bottlenecksEnsure that agents are adhering to standard procedures and protocols when providing support, including documentation of incidents and escalation of critical issuesCollaborate with other team leads and managers to ensure consistent and effective communication and coordination across teamsConduct regular team meetings to discuss performance, address issues, share knowledge, and facilitate collaborationProvide ongoing feedback and coaching to agents to improve their overall performance and ensure client satisfactionAct as a point of escalation for difficult or complex issues that agents are unable to resolveContinuously evaluate and improve team processes and tools to ensure that they are effective and efficient.

Roles and Responsibilities:• Worked in a self-motivated environment with frequent changes in policies and procedures.• Acquired and maintained a highly competent knowledge of relevant products, current support policies,and methods of support delivery.• Resolved issues by researching documentation, troubleshooting hardware, software, guiding client.• through corrective steps, escalating problems to second level, tracked status of problems andsolutions.• Established service by walking callers through new installations and configurations.• Creation of tickets on Freshdesk ticketing tool and dispatch escalated tickets to relevant

Attending calls for Team Computers for Chandrapur and nearby locations

Worked as a Support Engineer ,representing TCS at GMREMCO WaroraHandling Responsibilities like:LAN / WAN ,Creation and Maintenance.Desktop /Laptop /IP Phones /Network Printer ,Scanner Service and SupportHandling Ticket Logging PortalBiometric Device SupportRemote Support ManagementHandling Lansweeper and Similar Network Tools Documents Maintenance like Creating Gatepass,Issuing ,Transferring,Maintaining Assets and Inventory etc

Worked as "Trade Instructor" for "Network Technician" trade

Installation and maintenance of Hardwares (desktop,laptop,printers,scanners,network equipments)Finnacle Configuration, Configuration of IBM Lotus Notes, MS Server 2003,Server 2012 etc

installation and maintenance of hardware ,configuration of applications related