Vikram A Email & Phone Number

Bengaluru, Karnataka, India

• Guided and supervised a team specializing in IDMS chat support, ensuring adherence to key metrics, quality assurance, and optimal team performance.• Formulated, presented, and interpreted weekly reports detailing team metrics to the professional services manager.• Executed meticulous chat Quality Assurance assessments, guaranteeing consistent service excellence across the entire team.• Developed individual performance statistics monthly, facilitating ongoing performance review and enhancement.• Orchestrated seamless shift rosters and diligently enforced team compliance with schedules, maintaining operational efficiency.• Monitored chat queues continuously to uphold swift and efficient chat response times.• Offered comprehensive product and process training to newly onboarded team members, ensuring a smooth integration.• Undertook a pivotal role in the selection process by conducting interviews, meticulously assessing candidates' alignment with required skillsets.

Bangalore Urban, Karnataka, India

• Demonstrated excellence in achieving SLAs and upholding exceptional customer satisfaction scores.• Authored and published informative articles, enabling the team to swiftly resolve cases.• Achieved an impressive article attachment rate above 85%.• Distinguished by supporting a top US customer, "The UPS Stores," throughout weekends, benefiting over 6000 stores across the US.• Single-handedly managed the APAC shift and provided dedicated support to significant clients like Kwik Kopy Australia and SNAP.• Leveraged a dynamic approach by engaging the engineering team when required, maintaining robust customer relationships.• Conducted weekly follow-ups on Jira tickets, ensuring efficient issue resolution with the engineering team.• Verified bug resolutions for future releases, ensuring seamless solutions for internal and external stakeholders.• Significantly contributed to onboarding new team members, offering comprehensive training, and conducting interviews.• Demonstrated proficiency in initiating and conducting WebEx sessions, ensuring efficient issue resolution by taking control of customer systems.• Maintained strong customer relationships through quarterly WebEx sessions with major clients, addressing their concerns and maintaining rapport.

Bangalore

• Delivered Level 2 technical support, expertly resolving remote desktop challenges.• Demonstrated agility in handling critical and high-priority calls with direct impact on the ITO Platform.• Collaborated with Production Environment Managers to gather crucial data for P1/P2 Tickets.• Troubleshot and resolved Windows and Business application challenges, including basic network issues.• Successfully configured CISCO VPN client and effectively tackled remote access and connectivity glitches.• Applied Active Directory proficiency for user account administration.• Showcased proficiency in Citrix and its applications within the Citrix environment.• Contributed effectively to the Service Request Management team within the SCCM platform for software assignments.• Earned recognition as "Employee of the Month" for exceptional support, availability, and adaptability.• Received accolades as a "Key Contributor" for maintaining high C-Sat scores and delivering unmatched service to end-users.• Garnered appreciation from Leads and Clients for consistently outstanding performance.

Bengaluru, Karnataka, India

• Provided responsive technical assistance to customers, promptly resolving their technical issues.

Bachelor Of Engineering - Be, Mechanical Engineering

School

Puc