Experience:
*Currently working with Tech Mahindra for BT as a business manager for customers like Norton Rose,
Debenhams, Cooperative group, Manpower, Iceland and many more.
Role & Responsibilities:
My job is to process the change request(Provide, amend & cease) for the organizations. Our customers send us the change requests(Provide, amend & cease) for services like PSTN,ADSL,MPLS, Config Changes( Firewall changes, VPN changes & config changes) & hardware(Cisco Products) requests. Our processing includes Validation, Processing(through Mail, Expedio OM, Expedio IM, IBUY, ECO, CSS,COSMOSS, CSHOMS & Diplomat, as well as resource booking.
*Worked as Lead Technical Support Officer in Teleperformance for America Online Process. from Apr
2007 to Feb2009
Role & Responsibilities:
Used to support U.S customers for dialup internet connection & AOL browser & AOL software related queries on calls. Used to provide L2 support to our customers as well as was working as mentor to the team of six people.
Promoted as Quality Analyst in Teleperformance on October [login to view URL] role was to listen the calls of agents from our three centers gurgoan, Ogden & Sucat & finally to provide them feedback.
Worked as Sr. Technical Support Officer in DELL,
Role & Responsibilities:
I use to support U.S. Home & Small business customers for issues related to PC hardware, Software & Internet queries. We support DELL desktops, Laptops & inkjet Printers. We assist our customer in hardware assembling, disassembling, troubleshooting internet queries & software issues (Win 98,98ME
XP, Vista). We assist our customer on calls , via emails ,chat & through remote assistance .
*Worked as Senior Technical Support, Level 2 Officer in Mobile Access Services, in Mphasis an EDS company for Bank Of America IT Helpdesk,
Role & Responsibilities:
Used to provide L2 IT support to the employees of Bank of America regarding their issues related to mobile access services. Mobile access services is the software based on vpn, which helps Bank of America employees to get remotely connect to Bank Of America Network. Used to provide support on calls, via emails and through remote assistance. Was a part of special MAS team which was responsible for all severity 1 tickets, was promoted to Incident Manager and Acting SME on floor
Education :
* Pursuing MBA in Finance & Operations from Symbiosis.
*Pursuing CCNA
*[login to view URL] (Electronics & Communication) from Greater Noida Institute of Technology affiliated to UP Technical University, Lucknow.
Professional Training:
* Have Done training in telecom Networks for three months form Royal Telenet Pvt Ltd,
* Going through CCNA training.
IT skills
OS DOS, WIN 9X/2000/XP/VISTA
Packages MS-OFFICE (Basic)
HARDWARE. ASSEMBLING, DEASSEMBLING, TROUBLE SHOOTING.
Strength :
ü Quick Learning Ability,
ü Ability to manage Stress & people effectively,
ü Commitment toward duty.
ü Good team player & Effective communicator.
Personal Details :
Date of birth 29 March 1981..
Father’s name Shri. Ajit Kumar Trivedi
Marital status Unmarried.
Language Proficiency English, Hindi
Mobile No. [login to view URL]
Hobbies love to gain information
about new technologies.
