Senior Technical Support Executive Resume

Career objectiveSeeking challenging role within the organization where I can be constantly enhanced and contribute to the development of the organization and my growth.

Total Experience:�2 year and 6 months.

Experience summary:
Presently working with Confidential. Key Roles:

Managing Shift turn over reports.
Sending work allocation for entire shift resources.
Monitor the status of the network.
Implement Incident Management Process to resolve incidents.
High Level Application monitoring.
Monitor Network Events including routers, switches and Load balancers.
Perform routine tests & escalate any anomaly detected.
Ensure seamless communication and integration of efforts between NOC shifts and other resources.
Identification, escalation, and notification of all operational events affecting client’s systems
Ensure clear consistent communication from NOC to IT Operations staff, Customer Care, business units, and partners
Work closely with Incident Management, change management, and Operations teams to ensure proper identification, and resolution of systemic issues
Ensure all planned internal and partner changes are implemented according to plan and perform escalations as required

Experience history since 05 Feb 2009 to May 2011 :�
Senior Technical Support Executive with ConfidentialKey Roles:

Handling calls related to technical issues(both XP and MAC based) at level 1.5.
Handling calls related to technical issues(Blackberry based) at level 1.5.
Creation of tickets and escalation of issues to the next level support teams.
Responsible for providing floor support to new hires and the entire team.
Managed the Pre-Process Training for a batch of 30 trainees over the specific LOB
Attending team meetings to discuss ongoing issues and upgrades
Queue Monitor in absence of the immediate Lead.
Monitoring tickets logged by new hires and providing individual feedback to improve team performance.

Achievements:

I have been awarded as the Star Achiever in 2010 and 2011
Trained successfully a batch of 30.
Received R&R in two quarters for the year 2010.
Achieved platinum stack score every month through out the year.

Organizational Development Trainings:

Leaders Foundation
Acing an IJP
Executive Presence
Fish

Technical Skills:

CCNA
Operating systems:�Windows 2000/ XP
Knowledge of :�MS office 2003, 2007

Technical & Educational Qualification: Currently Pursuing CCNA from Networkers HomeB.Sc (H.S) Hospitality Science 12th10th

Personality Traits:

Dynamic, Confident & Hardworking
Creative and Diligent person.
Always ready to initiate new things with high teamwork spirits.

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