Ramesh Kumar Email & Phone Number

Bangalore

Bengaluru, Karnataka, India

Global Support Head for Sales and Retention and Monetization

Bengaluru, Karnataka, India

Geo Head APAC and EMEA Consumer support and SMB Enterprise support

APAC Geo Head for Consumer Support

Bengaluru, Karnataka, India

APAC Geo Manager for Consumer Technical Support

New Delhi Area, India

1. Client Management - Process reviews, Service Metrics, new transitions. 2. Daily Operations- Managing Resources 3. SLA Management - Critical Service Measurements as per SOW and MSA 4. Workflow Management - End User Computing 6. Tracking resolution of specific customer issues requiring immediate attention. 7. Monitoring of key indicators across all service deliverables and providing meaningful analysis and reports by working closely with the Six Sigma Black Belt. 8. Technical Expertise in reviewing RFP/RFI's 9. Seek areas of improvements and plot the improvement path to resolve any problem areas. 10. Ensuring BCP and DR plans are in place, and are tested on a regular basis to ensure that they are effective always. 11. Front face for stakeholders to review performance of the helpdesk. 12. Retention of Agents by developing appropriate career paths for Tier 1 Help desk associates 13. Mentoring and grooming people for their next level. 14. Hiring Technical Support Analysts/Specialists. 15. Providing Technical Root Cause Analysis and Root Cause Corrective Action to all problems observed 16. Coordinating with support functions e.g. Human resources/ Quality/ telecom to ensure smooth day-to-day operations

Bengaluru Area, India

Technical support for HP Consumers for products like Laptops, desktops, printers and scanners. • Provide both Hardware and Software support. • Includes Internet connection assistance - DSL, Cable and Dial up connectivity • Training the new hires with the recent technology and the process changes. • Handling escalations and responsibility for advanced unresolved queries. Demonstrated Accomplishment in Team settings: • Research on technical problems • Awarded by the HP Quality manager for 100% quality call • Digitizing the commonly occurred problems with their solutions, to be easily accessible to the analysts during calls. We called it as Knowledge Base. • Conducted trainings for new candidates on technical, process and customer handling skills • Implementing new ideas in improving the quality of tech support. • LEAN trained • SME (Subject Matter Expert) in Ms Excel, Ms Access, Ms Outlook, • Windows NT, Ms Word, Ms Internet Explorer. • NT, VPN and Email account administration • Data Analysis and Reporting (call barging and case defect analysis) • Monitoring the metrics of the helpdesk agents and providing trainings. Technical support for HP Consumers for products like Laptops, desktops, printers and scanners. • Provide both Hardware and Software support. • Includes Internet connection assistance - DSL, Cable and Dial up connectivity • Training the new hires with the recent technology and the process changes. • Handling escalations and responsibility for advanced unresolved queries. Demonstrated Accomplishment in Team settings: • Research on technical problems • Awarded by the HP Quality manager for 100% quality call.