Sam Jain Email & Phone Number

Marlboro Township, Nj, Us

Piscataway, Nj

-Provide technical support via telephone and email requests from internal users for all PC hardware, software and associated peripherals-Install and perform minor repairs to hardware, software, and peripheral equipment, as per installation specifications, setting up PC for employee use, performing & ensuring proper installation of operating systems, and appropriate software’s.-Manage the existing PCs and peripherals to standards determined by the company by performing upgrades, new installations and carrying out routine procedures.-Assisting in the compilation and maintenance of an accurate inventory of hardware and software.-Redirecting or escalating major hardware or software problems or defective products to vendors or technicians for service.-Liaising with various teams of professionals for resolution of technical issue’s and establishing a good working relationship with users and other professional’s in the domain of support.-Developed training materials, procedures & assist in the compilation of the IT Support Centre's technical documentation, guidelines and ensure they are disseminated to users and employees

Holmdel, Nj

-Able to support customers and assist customers facing technical issues via chat.-Ability to multi-task; handle multiple chats at once; seek multiple pieces of information while maintaining fluid conversations.-Responded quickly to Chat requests in a professional tone, using the appropriate grammar and address.-Assisted customers with complex technical issues by utilizing various tools and programs-Assisted in the development and maintenance of standardized, pre-fabricated chat responses to common customer questions-Administrate and managed the internal tech wiki which provides useful information for both technical and LNP related items while migrating to Sharepoint

Holmdel, Nj

-Delivered seamless hardware, software and networking support to 1,200 users. Oversaw deployments, configurations, updates, escalations, and training/development. -Conducted troubleshooting. Formulated and benchmarked standards for customer service. -Devised and implemented support processes and procedures. Authored and submitted documentation for trouble calls and resolution statements. -Delivered specialist support and decision-making support in disaster recovery planning, and systems management. Managed 3rd party vendor relations.-Using a Remedy-based-trouble-ticketing system, ensured that all issues were properly documented and that the customer had been contacted with a resolution.-Diagnose, troubleshoot and resolved problems of company supported software and hardware via remote assistance using Webex-Updated DID removal tool and verified XML was removed and from inventoryKey Accomplishments:** Assisted and facilitated the migration of 700 employees from a centralized office voice service account to individual accounts, generating significant savings with 2 months.** Led the rollout from RT to Remedy ticketing system to track and manage technical issues and the deployment of VPN token equipment. Provided end-user support.** Escalated and initiated the investigation of the improper port out practices of NetTalk and PreferredNumbers.com

Holmdel, Nj

-Supervised On-Boarding teams as SME/SUP to handle escalated calls while assisting agents with LNP issues using GUIs, hardware/software issues and general soft skills-Diagnosed audio, installation and technical related issues regarding the VoIP service-Test configuration and debug/troubleshoot devices and applications on the network. -Answered incoming calls and troubleshoot customer facing technical issues over the phone-Assisted in defining and implementing problem management processes and reporting-Provided end user support and maintain the smooth running of onsite operations, ensuring all desktop, laptop and printer functionality-Corresponded with customers thru phone and email over various issues including LNP/Care Escalations, Migrations, Billing and problems with port outs such as rate centers, name/address mismatches and pending orders

Holmdel, Nj

-Gathered EKB Feedback data from sites such as Hitbox, Opinion Lab and Google Analytics for traffic and feedback-Updated report with data to correlate with specific feedback both positive and negative -Updated Excel spreadsheets with data to determine increase/decrease in credit expenses-Updated weekly report from data generated from Purplewire/installers using macros-Developed an Initiative tracker that would correlate dispositions with call flows-Assisted in IT Auditing of Vonage vendor sites which included domestic and overseas partners

Jersey City, Nj

-Handled communication effectively for tenant/landlord relationship-Coordinate repairs and improvements with tenants, inspectors and superintendents in accordance with federal, state and local standards-Developed a response system using Microsoft Access for dealing with tenant and owner inquiries within a reasonable time

Freehold, Nj

-Responsible for overseeing all aspects of retail store's operations, including merchandising and promotional activities, customer service, inventory management, cash handling, reconciliation and deposits and store safety and security-Reviewed and analyzed monthly P&L reports, created and managed budgets, and reviewed and approved a variety of suppliers, employee and facility legal agreements-Calculated payroll for employees while being efficient and adhering to guidelines-Supervised and managed over employees in sales orientated retail environment, with the responsibility for hiring, scheduling and training of personnelKey Accomplishments:**Heavily involved in the loss prevention of two stores resulting in very low shrinkage

Manalapan, Nj

-Provided real-world, level I technical support to 650 users in seven locations. Diagnosed virus and security issues, and resolved problems related to system operation, connectivity, integration and upgrades. Interacted with vendors. Wrote detailed reports and documentation. -Assisted with design and led training programs for staff members.-Information synthesis and organization: Translated feedback from various engineering departments within the firm, combining information into useable data and layering it for prospective clients -Developed cooperative working relationships with operational and staff and outside clientsKey Accomplishments:** Created policies and procedures to streamline and improve technology operations.** Administered McAfee Antivirus with EPO, and used Crystal Reports to generate compliance reports.

Edison, Nj

-Sales representative for wireless phones/satellite and contracts-Responsible for analyzing customer needs and presenting solutions-Provided customer service and sales support across diverse product line

Computer Networking And Security, Computer Systems Networking And Telecommunications, 4.0

Activities and Societies: President ListHardware/software, Windows 2003 Active Directory Services including management of network objects.

Bachelors Of Communications, Telecommunications & Criminal Justice, 3.0

Activities and Societies: Sigma Phi Epsilon, Karate Club, Asain American ClubCommunications & Criminal Justice, Physics, Chemistry.

High School Diploma, Various, 3.5

Activities and Societies: Martial Arts, Soccer, VolunteeringAP Calculus, AP Biology, AP Chemistry and AP History