madhukar79

Skills Summary • Good background in customer service, agent management, feedback analysis, motivation skills. • Strong problem analyzing and solving skills. • Oriented towards client satisfaction drive. • ITIL certified helpdesk analyst • Responsible for transition of current project (Transition and knowledge transfer) Work Experience Current Company : Company III Duration : 3.5 Years Designation : Shift supervisor (IT Support Center/Helpdesk support ) Reporting to : Project Manager Responsibilities Include The IT support center deals with 50% calls and 50% emails. • Troubling shooting: Assisting the users if they are unable to connect to any database in lotus, VPN, Printing, any issues related to the desktop. • Active directories Creating new users, giving access to the existing users,(to different data bases and organizational units) • VPN: Creating the new accounts assigning ,unassigning and reassigning the secure ID tokens. Resetting the password, clearing the pin, setting the token to new pin mode. • Password resets. Resetting the passwords if they are locked. • Server: Monitoring the create form server which is used for JDE printing if necessary clearing the spooler and clearing the que.Checking if the services are on. • Remote installation: Installing applications from the shared drive in the user needs it or transfer the ticket to desktop team if we are unable to install. • Remote assistance: Taking the control of the users PC and check the issue. • Blackberry Support\Windows Mobile : Activate blackberry for users ,provide assistance in syncing the handheld with the server, outlook and PC . Staffing and Training • Selecting the candidates and forwarding the competent CV’s to assistant manager\Project manager • Train the on boarded team members according to the client requirements and as per the process. • Introduce new team members to the existing team, tools, policies and procedures of the client company • Arranging for adequate facilities (ambiance, transport, hardware) for the team members • Prepare the Shift roster monthly • Forecasting the call flow and email trend analysis • Allocating staff according to the anticipated trend analysis • Mentoring the team while on calls and emails Technical • Call taking and Ticket logging in the core hours, • Password resets for applications (peoplesoft HR and finance, Oracle, SAP) • Level-I support for Desktop, Laptop support • Level-I support for applications MSOffice, Outlook, LotusNotes, Citrix,(Client Centric :GSS,VAS) • Get trained and train other team members on the new applications Reporting • Sending daily\weekly snapshot to the AM and client • Finding the difficult tickets and on daily basis and escalate accordingly • Research call analysis on calls and on emails • Checking the C-SAT reports from the users • Collating the data from the team members and forward accordingly to the proper channel • Enhancement of the existing policies\tools and raise change requests • Preparing the individual performance reports of the Team and set goals as per the analysis • Preparing applications wise report, formulate and implement changes to increase SLA\FCR rate Duration :1 Year Company :Company II (Global services delivery center) Designation :Level 2 Sr Technical Analyst ,Helpdesk Support Reporting to :Assistant Manager Responsibilities Include Technical • Providing technical support to the users of the company regarding issues related to the desktop, laptop, and operating system. • Troubleshooting the issues related to the Dell PDA’s such as synchronization. • Password resets and the issues related to the profiles in Active directory. • Weeding out the errors while connecting to the secured network using the pre-configured router, ipstreem, ipass and the VPN. • Checking out the issues with the pointsec, which is used for connecting to the other company’s networks? • Helping the users trouble shoot the basic issues related to Outlook and Lotus Notes. • Troubleshooting the Operating System for desktops. • Fixing the issues related to Broadband. • Basic trouble shooting related to Lotus notes. Updating the Knowledge Base Administrating the IMKD (Information Management Knowledge database) which runs on the Dominos server. Administrating the SID Service Information Database. Giving the Access to to required people, after checking the Global Address List. Preparing day-to-day Reports related to the project performance. • Performance report, which describes the each day’s performance about the different skills of the project. • Pulling out the CMS (Call monitoring software) reports to find the calls related to all skill’s and the indicators, which define the SLA’s. • Monthly MTD (month to date) stats report, which describes the performance of each week. • Preparing the CSAT reports, trend and performance report of each agent. • Preparing the KPI (key performance indicators) report for each month. • Consolidating the Task report of the each skill. • Finding out the pending tasks in each skill and updating the same to the agents of that skill. Duration: 3.8 Years Company: Company I (I-Connect) A domestic ISP Designation: Area Team Incharge Reporting to: Regional Manager An INTERNET SERVICE PROVIDER, which offers Internet connections for office and household purpose. We sell bandwidth, manage sites, and web designing. The only customer of GLOBAL TELE SERVICES in Hyderabad. Responsibilities include: Leading a team of 22 personnel, • Maintaining accounts of the customers. • Customer protocols records. • Giving moral support to the staff • Planning and forecasting for the months ahead. • Giving the strategic plans to be implemented • Performing the staff meetings in order to give moral support and reduce the attrition, • Achieving sales targets • Showing the fields of business growth to the company, • Conducting the market surveys, Hobbies Interested in listening to music and reading magazines about different economies Personal Information Nationality: Indian, Native of Hyderabad Languages Known: English, Telugu, Hindi, Tamil. Date of birth 7\Aug\1977 Key Strengths § Can work effectively with the team. § Lead a team § Eager to learn \ Gain knowledge on unknown areas § Get molded as per the requirement