CV Tech support officer, Software engineer, HCL BPO Technologies Ltd. India
Tech support officer, Software engineer, HCL BPO Technologies Ltd. India
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Bachelors in Computer sciencen Years of Experience:
Authorized to work in: Nepal Present Location: Nepal, india Relocation: India
1. Summary (Cover Letter) - CV/Resume Part 1 [Mandatory]
To work in a proficient and competent atmosphere that enables me to cope with emerging trends and technologies, to widen the spectrum of my knowledge and achieve professional satisfaction and growth by effective contribution to meet the organization goals.
EXPERIENCE AND SKILLS SUMMARY:
Accomplished Technical support officer with around 1.4 years experience.
Expertise in Requirement Gathering, Resolution of Issues and Testing.
Fluent Understanding in C programming and Networking concepts.
Effective interaction with client.
Excellent communication, presentation and analytical skills.
Technical Support Officer (October 2007 March 2009)
HCL BPO Technologies Ltd.
2. Work Experience - CV/Resume Part 2 [Mandatory]
Process Name Falcon
Client Charter U.S.A Telecom company
Role Tech Support Officer
Organization HCL BPO Technologies Ltd.
(with skill versions) Platform : Window XP
Receiving and making calls to the Technicians.
Installing the telephone Lines online through applications.
Solving the installation issues with the Technician online.
Troubleshooting the calls like modem issues, Dial tone issues, Feature change and error handling requests.
Checking the signal levels for the customers modem and updating all changes in clients billing system.
Providing process training to the new hires, Mentoring and Call monitoring.
Maintained 100% Quality and less AHT (Average Handling Time)
Handled a group as a SPOC wherein I handled a group of 10 members
Have always been one among the top five performers both in terms of Quality and AHT
Motivated and encouraged the group in bringing up the performance in terms of Process Metrics.
The group was awarded top performance twice.
Was the top performer in cross-training which involved training on a different department of the same process.
Managed and supported the floor when required
Performance have paved way and resulted in moving to a higher- level training for troubleshooting as level 1 to level 1.5
Enhanced skills to handle high end Business Install.
3. Education & Training - CV/Resume Part 3 [Mandatory]
CLASS / COURSE
NAME OF THE
BOARD OF STUDY
YEAR OF PASSING
Vel-Tech College of
Engineering And Technology Chennai.
4. Computer Skills - CV/Resume Part 4 [Mandatory]
Languages: C, C++, Networking concepts
Operating Systems: Window XP
5. Other Skills - CV/Resume Part 5 [Optional]
6. Additional Information - CV/Resume Part 6 [Optional]