 Experience in QuipServe includes providing technical assistance to internal and external customers/partners. Create technical action plans for analyzing and resolving customer issues. Diagnose and solve complex software, hardware and networking issues with their Satellite, FibreOptic and MicroWave backbone Internet links. Responsible for implementing changes to the client's environment and ensuring proper technical assistance to consistently maintain the operations of the client network/production. Monitor the Client side radio, base station radio and the Datacentre signal level frequently to detect network outage. Experience in using telecom and networking tools such as ManageEngine ServiceDesk plus, WhatUpGold, Looking Glass, Iperf, Linmon (AutoNOC) and Cacti. Escalating tickets whenever required to infrastructure team and network operations team. Utilize case management tools to provide case monitoring detail, status updates, documentation and notifications to customers. Participate and provide feedback to product design and technical reviews relating to new features and enhancements. Document all customer interactions and resolutions in the existing case management and knowledge based systems. Creating Incident report, Service Assurance report, Service Desk KPI reports/Dashboards and sharing it with Management.  Doing the trend analysis and suggesting the improvement area. Performing analysis on Incidents and escalating to Problem Management team for Root cause analysis.

 Experience in Sutherland, resolving the high end technical issues for AT&T U-verse Member’s.  Handle technical issues for Member’s with 100 percentage satisfaction also act as knowledge Management Facilitator and acting SME – responsible for team member’s accuracy and targets. Handle technical issues with Member’s PC, Laptop, wireless devices and Router. Working with member’s wireless 2Wire(802.11b/g) router’s and fix the Intermittent and No service issues. Installing and Securing Wireless Home Network, Installing Wireless Access Points, port forwarding and demilitarized zone (DMZ) settings. Based on consistent high performance was sent to our Mumbai branch during transaction as a dedicated support to monitor and train the new joiners. Ensure technicians handling member issues with utmost care and help the customers adhering to service standard.  Perform work within defined SLA targets and goals to satisfy client’s metrics. Adhere strictly to Sutherland Policies and Procedures to ensure a clean audit record and build up a good relationship with internal and external customers.

 Experience in Hewlett-Packard (HP), which includes using SAP, and several HP tools and applications (Siebel, ARC, Pact etc...).  Integration of Product data (Quotes/Contracts/Credit/Estimates/Pricing) provided by internal and external data providers and processing the orders through SAP. Manage customer (UK and IE, E2E Process) information on SAP for assigned accounts as well as the support revenue related to HP's contractual support customer.  Analyzing customer request and allocating the same to the BO Processing team. Responsible for escalation management and query handling. Key-player in Mission-Critical process that has direct customer impact. Able to deliver the work consistently with SIX SIGMA. Creating the service requests and coordinating the service request queue in Siebel tool. Performing SAP configurations internally and adding products to SAP database if required. Providing support when there is any issue with SAP SD configurations. Escalating cases to SAP Admin team if required.