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IT Professional with Symantec Security Expertise:• Installed and Configured Symantec Endpoint Protection for Enterprise Clients.• Troubleshot virus-related issues and analyzed load-point logs for threat identification.• Provided courteous and efficient client support, ensuring satisfaction.• Proficient in Symantec Endpoint Protection 12.0, 11.x & 12.1, Symantec Endpoint Protection Manager 12.0, 11.x & 12.1, Symantec LiveUpdate Administrator 2.x, and Symantec Content Distribution Monitor.• ERP skills: Environmental design of Symantec Products, Installation, Configuration, and Troubleshooting of Management and Client Products, Best Practices for Citrix / Terminal Server / Virtual Server environments.

Ministry of National Security, Trinidad & Tobago (Contract Role with eNoah iSolution India Pvt Ltd and OMNITECH SYSTEMS, Virginia, USA)• Installed and maintained computer and scanner networks, utilizing Microsoft Server Technologies, Network Scanners (HP 9250C), Routers, Switches, print servers, and wired & wireless adapters.• Successfully managed and led three production teams on-site.• Conducted in-depth client assessments, aligning their profiles with tailored products and services to meet specific needs.• Provided efficient end-user troubleshooting and desktop support on Windows Servers, Linux, and Network Scanners.• Effectively communicated solutions to clients, delivering accurate and persuasive descriptions.• Ensured high levels of client satisfaction by managing their expectations and overall experience.

NETGEAR Process:As a key member of the technical support team at NETGEAR, I was responsible for delivering exceptional technical assistance to customers utilizing various SOHO products, including routers, switches, access points, print servers, and wireless adapters. My role involved meticulously documenting technical cases and establishing operational guidelines for smooth functioning.Extreme Networks Process:During my tenure at Extreme Networks, I was transferred to the Pilot Process, where I took ownership of critical workflows and engineered solutions for enhanced customer experiences. My responsibilities extended to managing customer-facing interactions, problem resolution, and coordination with both direct customers and partners. I demonstrated expert-level cross-functional collaboration to ensure seamless operations.Additionally, I played a vital role in the logistics of Return Material Authorization (RMA), an integral component of Extreme Networks. My proficiency in utilizing CRM tools, particularly Siebel 8.0, enabled me to efficiently manage and address technical support needs and incoming sales leads. I also provided IT support to non-technical personnel within the organization, exemplifying professionalism and courtesy in all interactions.

• Developed and implemented a comprehensive training program for new sales associates.• Led staff training and performance evaluations, driving continuous improvement.• Analyzed operational records to project sales and optimize profitability.• Provided exceptional customer service, resolving inquiries and building lasting relationships.• Attended sales training camp, integrating best practices for enhanced leadership.• Contributed to long-term business growth through community engagement."

Accomplishments in Customer Service and Sales for HP Products:• Provided exceptional customer service and up-sold HP warranties and products to North American and Canadian customers.• Welcomed customers with prompt attention, adeptly identifying their needs.• Achieved best-in-class add-on business by skillfully recommending new HP products.• Responded to inquiries regarding product availability and shipment times.• Maintained precise records of daily shipping and receiving orders.• Demonstrated swift and accurate data entry, maintaining a 100% accuracy rate.• Addressed customer inquiries with utmost professionalism and thoroughness.• Processed cash and credit payments swiftly and accurately.• Efficiently documented all customer interactions and feedback.

Accomplishments in Airtel Inbound Call Center:• Effectively managed a high volume of 80+ calls daily from Airtel customers in Kerala & Tamil Nadu region.• Skillfully handled distressed calls, ensuring customers were connected with the appropriate service specialist for prompt issue resolution.• Managed product orders and credit inquiries, providing excellent support to customers and sales representatives in the hospitality industry.• Proficiently handled activation and de-activation systems for network connections, ensuring smooth operations.• Provided comprehensive product line support, addressing inquiries, handling complaints, and conducting research as needed.• Consistently achieved target goals for monthly call quality, daily attendance, and punctuality.• Demonstrated excellent time management skills to meet daily and monthly statistical objectives.

Education and Training Accomplishments:• Proficiently trained students in various 2D software, including Photoshop, Illustrator, Flash, and Flash Action Script.• Conducted training sessions on In-Design, Corel Draw, Sound Forge, Premier Pro, 3D Studio Max, and Maya.• Taught engaging introductory and upper-level Multimedia courses, inspiring students' passion for the subject.• Fostered a culture of lifelong learning by connecting course materials to broader themes and current events.• Developed, evaluated, and updated course content and materials to ensure relevance and effectiveness.• Provided hands-on supervision and evaluation of students' practical work.• Guided students in leveraging technology for educational research in Multimedia.