Sunil Kumar Email & Phone Number

Tamil Nadu, India

Chennai, Tamil Nadu, India

Chennai, Tamil Nadu, India

Chennai, Tamil Nadu, India

Adyar, Chennai

Chennai Area, India

 Managing a team of 15 to 20 Technical Support Engineers in the Service Delivery domain (Both Voice & Non Voice). Tracked the CSAT feedbacks of customers and deployed to trainers for refresher trainings on findings Trained the Nesting batch in troubleshooting logically and providing complete resolution Assisting the Team with troubleshooting techniques and dealing with Escalated issues Finding out known issues of the new products & fixes for those bugs Epicentre for Techs and Co ELs in need of technical assistance Provided feedbacks and educating the techs in the positive way for the official growth of techs and the Project Handled Irate customers and situations in an effective way

Chennai Area, India

o Extended Tier – 1 and Tier – 2 technical support in the field of home and SOHO networking.o Responsible for providing pre-sales and post-sales technical support to all Belkin customers (existing end-users, channel dealers, OEM partners and prospective customers) via phone and web-based CRM Ticket system.o Recommended solutions to Engineering team to improve ease of installation, setup and inter-operability to heighten the user experience and enhance overall quality, noting my team’s and my daily troubleshooting activity.o As a senior executive in the system, was responsible for Project Management activities during “go-live” and subsequent 3 month period for assigned accounts - primary contact point for CRM upgrades, approved customer changes and customization work.o Facilitated CRM installations, mentoring of new hires, training presentations, product launches, and hot fixes within specified Change Management process and in accordance with SLA maintenance service windows.o Escalation point for all Tier – 1 Engineers in the team.