Mohammed Sameer Email & Phone Number

Bengaluru, Karnataka, India

Bangalore Urban District, Karnataka, India

Bengaluru Area, India

ROLE-RHLS | KoaLA | Coursebooks

Bangalore

-Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.-Configuring, monitoring, upgrading and maintaining systems hardware, software and related infrastructure.-Work on Service Requests raised by the end user reporting a technical issue with the course/exercises.-Working On Xen hosts based virtual machines, and on cloud architecture-Coordinating with the curriculum/database teams in case the issue needs escalation.-Making sure the Data Center is fully operational and equipped with all the changes/updates. Procure for any hardware in case replacements are needed.-Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.-Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.

Bangalore

Job profile (As Team Leader): From 1st October 2006 till Sep 2009Worked with various voice based campaigns and their LOBs.Was in charge of the transition of a major project that was initiated in one of the voice based campaign.Handled a team of 20-25 associates.Maintain the team stats and make sure everyone in the team is aware of their stats on daily basis.Attend weekly Client calls, where the desk performance is shared with the clients and action plans are made for the misses.Attend client calibrations and get updates on products and services and make sure the information is being cascaded to all the associates.Monitor agents and give them feedback on process as well as customer service skills.Send daily/weekly reports to the clients based on their requirements.Responsible for managing the floor on a daily basis and ensure Service Levels and Operational Metrics are met. Take corrective action in case goals are not met.Prepare action plans for the bottom performers by coordinating with the Training team and arranging refresher sessions and track their improvement.Work closely with the WFM team to prepare the schedule/shifts for the team.Prepare incentives for the campaign and ensure the details are sent to the payroll within the deadline.Job profile (As Trainer): From 1st June 2005 to 30th September 2006My profile includes conducting New Hire Training as well as cross trainingI was cross-skilled on 3 processes and was conducting trainings for all the 3 processes.Monitoring agents and giving feedback after their training till the time they are in productionConduct sales training for the existing agentsConducting time to time test for NHT as well as for the agents on the floorConducting refreshers for the bottom performers based their concerned areasInteracting with Clients for up coming trainings and updating them on the statusDocumented and created a call flow (Technical Document) for the Technical support advisors