Technical Support Executive and Recruiter Resume

CAREER OBJECTIVE:

To secure a fulltime challenging and rewarding position in a Technical \Customer support Oriented field

PROFILE:

A bi - lingual presentable professional, with over 6+ years of solid work experience In Customer service \Technical Support Environment and as Recruiter.
Strong skills in relationship building with coworkers and clients
Excellent interpersonal skills with individuals and groups of diverse cultures
Able to think creatively, make decisions, and solve problems
Able to work well independently, with supervising skills in a Team
Highly self-motivated with excellent communication skills

TECHNICAL SKILLS:

Languages: English (fluent) & Hindi (fluent)

Proficient with: Microsoft Office Systems (Including Microsoft Word, Microsoft Excel, Microsoft PowerPoint® and Microsoft Outlook®).

WORK EXPERIENCE:

Technical Support Executive and Recruiter

Confidential

Responsibilities:

Handling interviews for ibm .
Handling inbound calls for Confidential
. Taking supervisor calls Training new team mates.
Analyzing the issues related to Desktop and Laptop Computers
Client Interaction for Data Center related activities
Partial access on Active Directory console of different network domains
Administration and maintenance of Microsoft windows 2000 and XP Desktops and Laptops
Installation of software according to the user requirement with proper approvals from The respective managers and IT security services
Administration and maintenance of Mainframe applications
Co - coordinating with Network, Server and Security Teams to resolve end user issues
Install, Configure and troubleshoot Desktop applications
Achieving the daily SLA s like AHT\FCR\ and CSAT within the target set by the
Client and the management on the production floor
Routing severity Incident tickets (P1, P2 and P3) to the next level of support in
Order to resolve the client issues on time
Motivating and budding up with the new hires on the production floor
Guiding them with their Process related questions and concerns
Coaching them about multi tasking concepts with the ticketing tool and other Applications which is used by the client

Customer Support Executive (SME)

Confidential

Responsibilities:

Managing staff and organizing their timing schedules
Conducting new hire process trainings
Handling nesting batches with their process related questions and concerns
Coaching the team members on customer service and Tele Phone etiquettes
Monitoring live calls on random basis and provides real - time feedback to improve
Their performance metrics
Preparing weekly/ monthly /yearly performance reports for the team members
Working a flexible schedule based on business needs that include eveningsWeekends and holidays

Sr. Customer Support Executive

Confidential

Responsibilities:

Handling outbound sales calls for a US based client
Selling mobile post paid connection to the residential users in United States
Achieving and Exceeding 7\sales target \ day
Work closely with other Sales Team members to provide a high degree of Attentive, professional Customer service
Follow up on all customer needs and requests
Identified new opportunities for extending services & solutions for the new users