Vikash Basra Email & Phone Number

Slough, Gb

London Area, United Kingdom

-Overseeing deployments of pilots and non pilot related projects-Reading through handover documents comparison with similar or existing projects and through collaborations with various teams to ensure optimal allocation resources from third-party companies to logistics-Attended product and procedural training sessions, both online and in-person.-Creating Confluence documentation post installation, documenting installation steps and issues raised with solutions provided before transitioning as BAU products and solutions.

London, England, United Kingdom

-Managing the day-to-day activities of the team-Conducting training sessions to team members to maximize their potential and understanding of new solutions and products-Attend product and procedural training workshops and scheduled meetings-Follow communication procedures, guidelines and policies-Monitor team performance and tickets

United Kingdom

-Fully install any Planet products and solutions-Test and troubleshoot Planet products and solutions, remotely or at the customers premises-Follow up, analyze and reports the status of the installed solutions-Document and file a log of all problems including description of problem, investigation findings, testing carried out and solution if resolved-Document all the steps of an installation using the right methods/tools-Provide accurate, valid and complete information-Provide internal or external technical advice about Planet solutions-Follow communication procedures, guidelines and policies-Achieve the expected operational performance quality and quantity objectives in alignment with Planet Payment Service Level agreements- Managing training of all new product / solutions to new members of Onboarding team- Attend product and procedural training workshops and scheduled meetings

Twickenham, United Kingdom

-Fully install any 3C products and solutions-Test and troubleshoot 3C products and solutions, remotely or at the customers premises-Follow up, analyze and reports the status of the installed solutions-Document and file a log of all problems including description of problem, investigation findings, testing carried out and solution if resolved-Document all the steps of an installation using the right methods/tools-Provide accurate, valid and complete information-Provide internal or external technical advice about 3C solutions-Follow communication procedures, guidelines and policies- Achieve the expected operational performance quality and quantity objectives in alignment with 3C Payment Service Level agreements- Managing training of all new product / solutions to new members of Onboarding team

- Point of escalation for specific customers’ 1st Line Helpdesk and VeriFone’s 1st Line Helpdesk- Responsible for the implementation of complex technical known fixes, both low and high risk- Attend product and procedural training workshops and scheduled meetings- Document and file a log of all problems including description of problem, investigation findings, testing carried out and solution if resolved for both 1st Line escalated to 2nd Line and 2nd Line escalated to 3rd Line- Proactively liaise with 3rd Line and Team Leaders to produce technically correct trouble shooting guides and tools to enhance the 1st Line and 2nd Line ‘fix rate’- Achieve the expected operational performance quality and quantity objectives in alignment with VeriFone’s Customer Service Level agreements- Proficient in logging all customer interactions through Amdocs- Managing training of all new product / software ranges to first line support team- Managing on the onboarding and training process for new staff members- Maintain product-training file, on desk materials, headsets and perform other related duties as assigned- Manage 1st Line calls overflow during key busy peaks as instructed by Helpdesk Manager and or Team Leaders- Managing Knowledge base for first line support team

Resolve first line merchant, helpdesk and third party contractor queries, related to VeriFone terminalManagement systems, to over 20,000 customers using agreed operating procedures and achieving agreed service standards.- Diagnose terminal, hardware, software and systems failures, using established procedures and restore service as soon as possible for service effecting issues- Develop and maintain positive customer relations, coordinate with various functions within the company to ensure customer requests are handled appropriately and in a timely manner- Log all calls and e-mails onto the call log system to agreed data integrity brief- Schedule field service repair calls and assisting customer installations / training- Provide technical support to customers on operational or maintenance aspects of system equipment- Investigate all incidents, document, resolve or transfer to 2nd Line using prescribed operating procedures- Escalate to helpdesk Team Leaders prescribed and non-prescribed customer issues and potential solutions- Provide 2nd line support to selected customers

Provide financial services to new and existing customers by offering a range of loan and insurance products and services via a number of distributions. - Making outbound calls to existing customers offering loans and insurance products as an after sales service- Processing loans applications over the phone to ensure whether or not they are suitable for the loans and insurance products- Offering loans and insurance products to new customers- Seeing customers face-to-face by appointments to finalise the loans and insurance products - Cashing up, printing end of day summary reports- Cashing in cheques and monies to the bank

Bsc Hons, Business It

Hnd Diploma, Business It