• Assisting staff in all Infor offices, home offices, hotels etc. Infor is a global leader in business cloud software products for companies in industry specific markets.• Perform software troubleshooting on servers, including operating system upgrades, Windows patches, security applications, and maintenance of their CMDB information• Evaluation, installation, troubleshooting of network, email and virus issues• Call handling, assignment and monitoring. Ensuring calls are updated and resolved in a timely manner.• Troubleshoot hardware/software and perform necessary repairs

• Created process documents for Enterprise Holdings, Inc. , the world's biggest car rental company • Generated work-level instructions for the Service Desk, including onboarding and offboarding documents, outage handling procedure and callback process• Was responsible for creating knowledge articles based on ticket audits, customer escalations and feedback from the Service Desk• Editing knowledge base articles from the client to be transferred to the company’s self service portal

• Coordinated the end-to-end process of hardware refresh of BASF’s subsidiary in the Asia Pacific region• Tracked purchase orders, hardware delivery and technician availability to ensure adherence in schedule• Made progress reports of the project for APAC as well as for the Americas and EMEA regions• Maintained the Sharepoint site to consolidate all reports, process and technical documents

• Creation and updates of Knowledge Base articles out of ticket audits and escalations for the world's leading sports apparel manufacturer, Nike• Worked on Service Requests projects related to new products and services to be supported by the Service Desk• Created process and training documents for new and updated services by the client• Conducted training sessions in handling retail issues• Tracked individual and team compliance to new processes• Performed root cause analysis of aging tickets and escalations• Responsible for maintaining a weekly report on agents’ attainment of their key performance indicators

• Analyzed call recordings to evaluate SD’s language and customer service proficiency • Audited tickets to ensure that the activities by the SD is within the client’s process • Conducted coaching, training and assistance to agents who face challenges in technical and process related knowledge• Gathered data and analyzed trends and patters that affect quality• Collaborates with the management and process teams in identifying and streamlining processes that affect service level attainment

Siemens IT Solutions and Services became Atos Information Tech., Inc on July 1, 2011 • Pioneered in a dedicated team of four people responsible for resolving issues in the retail environment of the world's biggest sportswear brand, Nike• Had a brief stint in working with corporate users in addressing computer issues, including VPN access, Blackberry Enterprise Server, and different application logins• Worked with users in resetting their passwords, unlocking accounts using Active Directory• Worked with store managers and employees in fixing technical problems that affect their ability to conduct sales• Gained deep knowledge in point-of-sale systems including software like Epicor and NSB, and hardware such as scanners, printers and credit and debit card machines• Provided support for end users on desktop and application issues, such as Microsoft Office and other non-standard and retail-specific software• Worked on Windows configuration (Win XP and 7) and was responsible for reimaging machines remotely, post install setup and final deployment to users• Served as a point of escalation for issues unresolvable within the regular agent level• Provided basic level of support on onsite technicians in troubleshooting hardware and network issues, including switches and routers • Made outbound calls to client to follow-up on client-based outages • Monitored ticket queues to ensure equitable distribution of assigned work• Was recognized by the Account Management Office in dedication at work, specially during the client’s holiday sales and for working extended overtime during weather emergencies

• Handled inbound phone calls and logging tickets in Siebel Customer Relationship Management application• Worked with end users in resolving Windows Vista issues, as well as hardware problems in their Toshiba notebooks, including their connection to the Internet• Reviewed client history for trouble tickets similar to the reported issue• Helped Toshiba customers in setting up their multimedia laptops• Referred users to authorized service providers for unresolvable hardware issues

• Answered customer queries on non-technical questions including product and warranty information• Assisted users in locating authorized service providers for hardware issues in their machines• Provided pre-purchase information on laptops and other accessories

• Was responsible for receiving calls related to the Battery Exchange Program • Qualified users if their machines are included in the program and provided options for their replacement• Logged tickets and escalate them to Level 1 for technical inquiries

• Provided information on a wide variety of products advertised on television, radio and newspapers in the US• Processed orders and captured credit card information of customer purchases• Campaigned for selling reverse mortgage and generic drugs