• Developed Incorta dashboards for the FST and CS-Tier 3 teams to track Ensemble fleet errors. Collaborated with the FST, IT, and Enlighten teams for data validation and to streamline data flow into Incorta.The critical metrics from the dashboard are presented daily in the Daily Ensemble Taskforce meeting. This automation project has resulted in significant time savings for the FST's and the Tier 3 Supervisors by eliminating the manual effort previously put into pulling data from the ENL Support dashboard, as well as data cleanup and formatting.• Created an Agent Level and Supervisor Level Dashboard integrating data from multiple sources like Call, Chat, NPS, Quality, Closure Percentage, Attendance etc for the raw file on which the dashboard was created, thereby tracking individual and Supervisor/Team Performance on real time at one place instead of referring to multiple reports.• Creating and providing insights from multiple customer and product related reports generated from, Enlighten site, NICE Tool and Salesforce for driving performance and real time availability of Data.

• Manage a large volume of inbound/outbound calls/chats efficiently.• Identify and address customer needs, with a goal of Customer Satisfaction and First Contact Resolution.• Provide expert answers to questions about products, pricing, and availability while presenting the value of our product portfolio to customers.• Recommend improvements to company processes for efficiency.• Build reports on daily, weekly and monthly basis to help reach the team goal more effectively.• Monitor real-time agent reports and make sure that the team score is met on a consistent basis.• Focus on Quality of service and improve business growth and customer satisfaction.

• Installation, Administration and support of windows environment like windows 2003, windows 2008R2 and windows 2012 Datacentre.• Installing, maintaining and troubleshooting of Domain Controller.• Administering and Managing Local users, Domain users, Groups and Groups Hierarchies.• Creating, configuring and troubleshooting, Managing Group policies.• Managing Active Directory Database, Adding/deleting/creating/modifying user account information, resetting passwords, etc.• Update systems as soon as new version of OS and application software comes out.• Quickly arrange repair for hardware in occasion of hardware failure.• Installing and configuring Hyper-v in server 2008R2 and creating Virtual machines.• Configuring and Troubleshooting of MS Windows7, 8, XP & 2003 Server&2008R2.• Configuration & troubleshooting of Network Printers & Wi fi access points.