Anil BR

• Resolve customer issues with hardware and software related issues (Computer, Tablets & Cellphones)
• Install hardware and software configurations, Install, troubleshoot and maintain computer systems, hardware and peripherals
• Identifies, analyzes and repairs product failures, orders replacement parts as required
• Provide technical product training and basic user functionality training to customer base when required
• Work closely with Field staff to implement appropriate policies to manage work flow and communication.

Sr. Consultant - SME (Asst Team Leader), presently working for Argo Insurance US
Processed worked before ACER Technical Support and UOL

Responsibilities

Maintaining Team members Productivity & Quality
Booking, Issuance, QC & Release of Policy (Policy includes GL, OG, AR, ARS, XS, UM & Special Property)
Responsible for doing follow up's for escalated & Rush Policies
Maintaining Service level of Policy
Proper maintenance of roster
Weekly Calibration Call with Clients
Exhibit the interpersonal skills needed to maintain good working relationships with brokers, carriers, vendors and customers.
Actively supports and monitors the renewal process including reviewing or following up on policies and endorsements.

Team Management

Self-improvement of Team Member through regular sessions
Responsible for sharing the feedback about the audited transaction to avoid the Process Gap
Conducting time-to-time knowledge test and quiz
Work with functional managers and the team sponsor to obtain necessary resources to support the team's requirements
Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance
Recognize and celebrate team and team member accomplishments and exceptional performance

Acer Technical Support
Responsibilities

Managing a team of 20 Technical Support and Sr. Tech Support executives.
Assure that the team members have the necessary education and training to meet the team and program objectives.
Charting and conducting weekly/monthly training sessions for team members based on TCDs.
Effectively cascading and updating all the latest Process Updates by conducting team huddles avoid the Process Gap
Perform Quality Audits for the executives and provide feedback accordingly.
Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance.
Participating in Quality and Communication related Calibration calls with Clients in U.S.
Help keep the team focused and on track (Help to achieve the Team set KRA targets & Meet SL set by the client for the Program)
Maintaining Team Dashboard for effective tracking of outliers and focused training of outliers.
Work with functional managers and the team sponsor to obtain necessary resources to support the team's requirements.
Effective Scheduling of associates on a weekly basis to avoid shrinkage by optimum usage of resources.
Conduct training sessions for associates under MIP (Monitoring improvement plan).
Provide status reporting of team activities against the program plan or schedule.(Updating ACT link and HC details to WFM team)
Regular Hygiene check by doing documentation scrub (GTS and CRM) to avoid possible escalations related with Invalid Troubleshooting, L2 transfers, Depot Repairs etc, listening to transfer calls and FMEA audits.
Publishing daily performance dashboard to team members (Daily dashboard will include daily, WTD and MTD numbers) and set daily targets for individual team members based on their current performance.
Recognize and celebrate team and team member accomplishments and exceptional performance by conducting R&R (Rewards and Recognition)Supporting technical issues related to Acer Computer
Proper maintenance Service level
Conducting time-to-time knowledge test and quiz

Responsible for providing technical support coverage during hours assigned
Program corrections/enhancements to the MSN, Norton product lines
Provide patches to clients as appropriate, Diagnose and fix bugs
Verify customer issues in the MSN, Norton product lines
Provide a knowledge base to internal and external customers on MSN, Norton product lines
Provide accurate problem descriptions; with all necessary support documentation for inter department triage of client issues.
Escalate issues as needed to Application Support Manager.
Work as a team to meet contractual support requirements.
Have good cross department communication and relationships.
Provide resolution of support issues by having a strong understanding of the MSN, Norton Application Suite.

Providing technical support coverage during hours assigned
Identify, diagnose and resolve problems for users of the personal computer software and hardware, Company network, the Internet and new computer technology.
Set up and assists in the configuration of end-user PC desktop hardware, software and peripherals.
Diagnose and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, and local-area network access problems.
Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.