Rajesh Radhakrishnan Email & Phone Number

Chennai Area, India

Chennai Area, India

• Currently, eG’s Support Team owns more than 80+ accounts on America. My responsibility is to answer and solve all the request comes to the Support.• Understand the customer infrastructure from End to end perspective.• Capturing the requirements and preparing high-level and low-level system architecture assist in product deployment and Configuration.• Be part of the discussion with customer to review service performance information, issues, and end-of-life technology roadmaps.• Maintain the periodic reports on the helpdesk performance to analysis the most frequent customers facing the issues and to track the team members SLA, AHT, Billing Hours, resolution time and effective performance.• A Periodic update on the documents, solution articles, and forms to helpdesk the customer in finding the solution on their own without raising the ticket. Also, to share the knowledge to the customer.• Complete product training on all the modules for the Partners from various regions.Make sure team members follow the AHT, SLA and billing hours to provide better technical support experience to the Customers

Chennai Area, India

* Fully responsible for all aspects of all departments.* Ensure the premises are in operative condition as per category of the unit to receive and serve guests.* Monitor purchase / indent / requisitions of each department, the account receivable and account payable.* Randomly inspecting the stores (including kitchen) to check the stock in hand.* Dealing with supplier / vendor for quality products involving purchase team and providing performance assessment of vendors every quarter to management.* Monitor the co-ordination between all departments for smooth and efficient operations.* Inspecting all the departments with their respective team heads for cleanliness, ambience, service readiness, staff grooming & hospitality culture.* Monitor and maintain operation & overhead cost in order to maintain maximum revenue to the organization.* Be available on call 24 hours a day to resolve any urgent problems on emergencies.* Assessing and reviewing customer satisfaction and service recovery process.* Providing timely and constructive feedback to all direct reports as and when required either formally or informally.* Responsible for overall management of the operation of the hotel.* Identify staff learning needs and assisting with development.

Chennai

-Responsible for effective implementation of Incident Management Process and carry out respective reporting.-Represent first level of escalation for incidents, should not these be resolved within agreed Service Levels.-Responsible to ensure emergency and high severity SLA’s are met. Ensure proper management of Emergency and High severity queries are monitored.-Ensure that the correct technical teams are engaged and proper focus is given to outages and recovery.-Co-ordinate and facilitates problem resolution by engaging a variety of support teams.-Facilitate communication with clients, team members to ensure the actions and changes which may affect them are known.-Creation of Problem Ticket for repeated Incidents. Reviewing progress and result of Problem Tickets with client and Senior Management.-Make sure that RCA for the problem is being provided by the relevant teams.-Supporting the implementation of Corrective Actions.-Escalating issues for resolution, to avoid re-occurrence or close the problem.-Review and provide approval regarding the priority of the change request like Low, Normal, High and Critical.-Consolidate all the Change Request and present in CAB for discussion and prepare the schedule for the changes are released.-Update the change log with all the progress that occur, including any actions to correct the problem or the opportunities to improve service quality. -Engage additional support resources as needed to assist in resolution.-Provide training to Floor for business application on troubleshooting, work with different support teams for escalation issues with less turnaround time.-Send alert notifications to senior management and client about any outages. Provide updates to management team about daily outages.-Coordinating Bridge calls for quick and prompt resolutions.-Co-ordinate cross department communications when required to assist in resolution of Incidents / Problem / Changes / Deployment / Release.

Chennai Area, India

• Managing a team of 8 members for an e-mail process• Responsible for improving the team and facilitating the communication among the members of team• Taking care of escalation issues• Will be on call with the US Account managers on the daily basis regarding the process improvement and updates.• Coordinating with the Development team and also with the financial team with the process updates.• Provided training for the new joined member from the day one they stepped in.• Monitoring the performance of the team members and providing them the cross training in the process• Coordinating with the Quality team in improving the quality of the accounts builds and the e-mail responses by the team members.• Research in the client cancellations and providing the best solutions for client retention.• Analyzing the assigned projects and distributing the tasks to the members as per their area of expertise• Offered solutions to the top management regarding project related queries• Taking care of performance appraisals for the team members.• Report generation for US associates and the US client service team members and provide them the feedback about the ready status and the break timings.

Chennai Area, India

Assigning the toll free numbers for the clients. Worked in the account setup, account edits for the same toll free number.Worked in Echopass to pull the reports and routing the numbers to the clients. Handling more than 2000 client’s account. Worked in CAS for the billing the clients and change the rate plans for the clients.

Chennai Area, India

Roles & Responsibilities: Provided complete IT support, including software and hardware configuration.Provided help desk services for more than 500 users. Installed and upgraded hardware and software.Was handling the Alwarpet branch office and 2 offices at Oliver Road.Installing, configuring & working in Win XP, Win 2003, Win Vista & trouble shooting techniques.Installing, configuring & working in Linux, Fedora & trouble shooting techniques.Performed desktop migration from Windows 98/2000 to Windows XP. Provided technical support for corporate client/server systems.Responsible for hardware and software applications for workstations, servers, and network data communications. Created user manuals and provided technical support sessions for new employees.Collaborated with executive management and department leaders to assess network capacity needs.Performed user account creation, deletion, and configuration.Performed occasional off-hours and remote support.Troubleshoot problems reported by users and by automated network monitoring systems and make recommendations for enhancements in the implementation of future servers and networks.

Chennai Area, India

· To respond to the customers inquiries regarding orders placed in the online shopping website, inquiries regarding the products and website usage.· To complete the target of 100 mails per day with the metrics of EDR of less than 6%.

B.E, Electronics And Communication Engineering

Activities and Societies: Paper Presentation Completed Bachelor of Engineering in the stream of Electronics and Communication

Higher Secondary, Mathematics And Computer Science

Activities and Societies: NCC Candidate Completed my Higher Secondary education