Service Delivery and Large Project Management services

Management of Service Center Operations

Service Delivery

Service Delivery

Handling Technical Escalation Handling & Highlighting Product Quality issues Managing & Improving Technical Skill Set of Call Center & Service CentersHandling & Managing Technical Trainings & Advance Product TrainingsMonitoring Part Consumption Pattern & Escalating to Level -3in case of any high failures reported.Handling CRM tool issuesAnalysis on CSAT survey results & Share improvement Plans Improvement of Technical Knowledge BaseExploring New Options to improve Service Delivery

Managing the Contact Center.Managing the Service Center along with the branch locations.Managing the Client Meetings and Visits.Handling the Client reporting and Database for the project.Handling the vendor management for the reverse logistics.Handling the Technical Escalations Focus on Customer Delight Achievement of the operational parametersEnsure action/implementation of HO audit findingsEnsure all the reports and files maintained as per the requirement of ISO & No NC / adverse remarks from auditorTimely evaluation and KRA's of your team Advance Product Training to the Team once a Week Ensuring the Following activity is carried out by the Team Logging calls in ESS software that is designed by Lenovo India Pvt Ltd. Aligning Engineer at the location for calls. Regular follow ups through Call Management System designed by Lenovo India Call Closure and feedback from the destination of call. Call coordination with users and engineers both onshore and offshore. Maintaining Turnaround time of each call, generating their daily Reports. Provide basic hardware and software support to user of all over IndiaAchievements : I have been associated with RT for a period of four years and have achieved several milestones while paving a way Towards the growth of the organization and me The organization has awarded me as the best Support Engineer (Call Center) for the year 2005 The organization has awarded me as the best Group Head (Call Center) for the year 2006 & 2007 I have been awarded twice for the performance award by the Managing Director of the organization for the best Talent and continuous outstanding Performance in the operations There has been no attrition in the operation being handled by me and was Appraised by the HR department for Zero attrition.

Hardware, Networking, Assembling, Servicing & Installation of New SystemsInstallation & Configuration Of Various Operating Systems Like Linux, Windows NT, Windows 2000, Windows XP, Windows 98 Windows, 95Installation & Configuration Of Modems, ISDN, Switches, Printers, Routers, Hubs, Structured Network Cabling. Servicing of printers, scanners and; peripheralsDesigning & Configuration of Networks in a total solution environment Managements of network Security with different types of tools Installing & configuring the different types of antivirus software's. Every day updating & making virus free systems. Configuring centralized Scanning. Installation & Configuration of Security software for threats free & virus free environment & network.Responsible for servicing on Annual Maintenance Contract, Technical advice on hardware, Software & NetworkingTaking feed Backs from Support team & Customers for further improvement in support & service. Managements of Security from various threats like viruses with different types of tools.

Testing & servicing of computer peripherals including Hard Disk Drives, Printers, CD-Rom Drives Floppy Drives, and Keyboards etc. Testing & Servicing of Industrial servers, including IBM, Compaq etc.