Worked as Quality Assurance EngineerHandling multiple teams and checking the Quality and hygiene metrics of the supportMaking sure the team meets the compliance set as per support standardsGiving feedbacks to engineers to improve the performanceAnalyzing data and present the performance trend and plan of action to operations to improve

Worked as Technical Support Representative for 5 years at Level 1 and Level 1.5 including 1 year of contract periodWorked for APJ (APAC-ANZ regions ; EMEA regions)Provided Front line support to HP computer customers and also to HP Onsite Engineers

• Giving on call support to international customers regarding the issue with laptop or desktop.• Taking remote access of the customer’s unit for any software updates to be done• Troubleshoot the issue for isolating the hardware problems and recommend right part to fix the issue.• Raising ticket on each request/call, following it up and closing the same once the purpose is served.• Also, includes helping the new employees to adjust with the process and technical… Show more • Giving on call support to international customers regarding the issue with laptop or desktop.• Taking remote access of the customer’s unit for any software updates to be done• Troubleshoot the issue for isolating the hardware problems and recommend right part to fix the issue.• Raising ticket on each request/call, following it up and closing the same once the purpose is served.• Also, includes helping the new employees to adjust with the process and technical assistance.• Using main tool like OPT (SR-Dash) and basic soft wares like MS – Office, Outlook• HP internal tools like – SAW, Service Media Library, Tech Aider, Service and Maintenance Guide, etc. • Helping new comers in technical and process aspects. Show less

Quality Analyst