Paramvir Singh Email & Phone Number

Toronto, Ontario, Canada

Gurugram, Haryana, India

• Providing technical support over phone and remote session to Cisco WebEx End users• Troubleshooting for Cisco WebEx which includes WebEx Meetings, WebEx Teams, Cisco Jabber and WebEx app• Analysing the WebEx Meetings and providing RCA about the issues faced by users.• Assigning WebEx licenses, user and privileges management from Control Hub.• Configuring & Troubleshooting on WebEx devices such as WebEx board, Virtual meeting room devices, telepresence devices registered on Cloud (Control hub).• Updating WebEx client software and educating the customers about the new updates and features• Following the proper steps to escalate the cases to Cisco Engineering teams.• Updating the users about the bugs and raising feature requests.• Follow the knowledge base in assisting the users and documenting the troubleshooting in the case notes

Gurgaon, India

• Working as L1+L2 engineer in Cisco TAC (Small Business and Enterprise customers)• Handling cases of multiple technologies like Routing, Switching, Security & Wireless (AP) as well as escalations of other L1 engineers.• Providing end-to-end networking support to global customers via phone and email & troubleshooting on Remote Sessions.• Major responsibility involves configuration and troubleshooting of VLANs, Inter-VLAN Routing, Trunking, Ether-Channel, Static and Default Routes, DHCP, DNS, IPSec, SSL VPN, ACLs, Static NAT, PAT, etc. in same and multi-vendor environment.• Troubleshooting various network issues, performing labs, collaborate with colleagues, technical leads and other teams to resolve complex problems.• Performed iOS upgrade on Routers and Switches• Managing replacements in case of hardware failure, meeting process targets like NPS, faster resolution, high quality and ensuring customer satisfaction.• Responsible for new joiners to learn process and technical knowledge.• Responsible for defining the severity of incident with regards to service alert in sync with the domain lead.• Configuration of the Networking devices (Cisco Router, Switches) using CLI & GUI, co-ordinating with the system /Network administrator during Implementation.• Upgrading and backup of Cisco Router configuration files.• Implementing and maintaining backup schedules.• Providing 24x7 supports to Customer, with maximum uptime.• Identification of Physical Issues and coordination with local support team till the closure of Ticket.• Worked on various tools like SalesForce CaseMon CRM, Webex Remote Software, Wireshark

Gurgaon, India

Responsible for providing phone-based and email-based technical support for Dell supplied products ( Hardware and software) and/or peripherals . Assisted customers in determining problems, and provided resolutions on technical and service problems.Responsible for customer satisfaction through effective handling of customer problems. Ensured proper escalation procedures are followed. Performed assigned functions according to standardised DELL policies and procedures. KRA's - Providing faulty hardware replacement ( Dispatch) and then assisting the customer in installing the same hardware. Performed PC Tune-Up's, Virus Clean up and Hard drive backup package installation via Dell Connect remote sessions.Install, upgrade, support and troubleshoot Windows OS ( win 7, win8 , win10 ), authorized desktop applications, hardware, and peripheral equipment including Dell Printers. Up-selling of Dell authorized PC tune up software like system mechanic and also extending the warranties for Dell products. Maintaining all the call records as notes in Dell Seibel CRM for future references.

Gurgaon, India

Understanding customers'​ diverse, specific personal or business needs and applying product knowledge to meet those needs, ensuring quality of service by developing a thorough and detailed knowledge of technical specifications and other features of employers' systems and processes, and then documenting them, identifying and developing new business through networking and courtesy and follow-up calls, cold-calling in order to create interest in products and services, generate new business leads, preparing and delivering customer presentations and demonstrations of the software, articulately and confidently, maintaining awareness and keeping abreast of constantly changing software and hardware systems and peripherals, developing effective sales plans using sales methodology,Maintaining Sales Metrics like RPL ( revenue per login), RPC ( revenue per call), low refund and chargeback,Charging the clients on the payment gateways for the subscription, providing technical advice to customers on all aspects of the installation and use of computer systems and networks, both before and after the sale, advising on software features and how they can be applied to assist in a variety of contexts, such as accounting or other specialist areas, meeting sales targets set by managers and contributing to team targets, networking with existing customers in order to maintain links and promote additional products and upgrades, handling hardware or software problems and Troubleshooting on various computer related issues like virus cleaning, re-installation of windows , configuring printers with computers etc. on remote sessions using BOMGAR.

Gurgaon, India

• Providing support on chat and email for Sprint customers ( USA)• Resolving billing queries and disputes and providing technical support for all the Sprint supported cell phones and wireless devices.• Activating the new devices on the Sprint network and updating about the network outages to the customer.• Manage day-to-day operations of the process to help Team leader in achieving high quality service delivery set by the company• Providing updates to all Team Members for latest support services, plans and outages in the Sprint network.• Handling multiple users at a time over chat and email.• Softwares used – Right Touch software for chat, assemble and CRM

New Delhi Area, India

Handle 40+customers daily, Providing stepwise instructions on phone, online chat and through email for AOL and TALK TALK clients, Provided second-level technical support to end-users on proprietary software and applications including installation of home routers of Netgear, Dlink,Speedtouch, basic usage and appropriate service level to warranty, Recommended software and upgradation of devices,make follow-up calls or communications in a timely manner.Established patterns to reoccurring issues and provides input to development teams.Displayed courtesy and strong interpersonal skills with all customer interactions which helped in maintaining C-SAT score of 90%. Documenting the steps performed in the CRM, booked field engineers to solve site issues using REMEDY Ticketing Software.

New Delhi, Delhi

Worked as Level 1 technical support for AOL customers for UK.

Bachelor Of Arts (B.A.), B

Bca - Bachelor Of Computer Application, Computer And Information Sciences, General, A

C.B.S.E Board; C.B.S.E Board, Pcm