Planning project activities viz. scoping, estimation, tracking, change management, deliverymanagement & post implementation support-Implementing project plans within pre-set budgets and deadlines-Defining best practices for project support and documentation- Understanding business process, study and analyzing workflow to design solutions- Monitoring onshore & offshore delivery management for technical deliverables of concurrentprojects as well as rendering technical guidance- Heading service delivery functions to ensure end-to-end ownership of incidents and servicerequests and steering delivery management activities for technical deliverables- Meeting deadlines and Turnaround Time without compromising quality norms and adhering toSLA as well as negotiating SLAs for large and medium-size business transformation projects

Carried out troubleshooting of notebook hardware & software problems- Undertook hardware troubleshooting including fixing of Hard Drives, Optical Drive, MemoryCards, Motherboard, LCD Panels, Touch Pads, Wireless Cards and BIOS Updates- Worked on software troubleshooting involving troubleshooting of OS - Dell Windows XP – II andDell Windows Vista Corporate- Significantly spearheaded the efforts on troubleshooting Windows Vista of Dell InspironNotebooks and McAfee Security Centre- Maintained a flawless communication with supervisors and teams as well as ensured that theywere meeting production and quality metrics- Involved in managing the modulation to attain 100% SLA and liaised with EMEA dispatchers forassuring clear dispatch operations for clients- Offered support in developing, reviewing and adhering to the annual business plan

- Played a key role in providing post sale technical support regarding internet service issues.-Successfully gathered the data on repeat jobs/ specific complaints & spearheaded the efforts forfinding counter measures.-Provided an effective and inspirational leadership to the team through regular motivation andperformance appraisals in order to achieve the set targets.- Deftly handled the task of DSL, Dial up and Broadband related issues including network, routerand modem troubleshooting.- Managed AHT and call per day and the billing minutes in synchronization with the assignedtargets.