Systems Engineer
CGI Information Systems & Management Consultants
Total years of experience :6 years, 9 months
• Loads of commendation mails from the Client.
• Appreciated by the client for the ownership of the issue.
• Maintained good record of CSAT points. (Customer satisfaction)
• Awarded for best communication in the team.
• Resolving the issues in shortest span of time
• Rewarded as Key Contributor consequently.
1. Presently working as Systems Engineer in CGI for BELL Canada support from Feb - 2012 (Contractor from Havya Technologies)
• Handling issues related to VPN (Installing, configuration and troubleshooting)
• Supporting and configuring emails on Blackberry, iPhone and other android phones.
• Performed basic troubleshooting on Citrix Environment.
• Remote Tools worked within the CGI environment are Dame Ware, Net meeting, LiveMeeting.
• Projects that we support with CGI are Bell Canada, Bell Mobility, FWFM, Bell TV and Bell Distribution.
2. Previous experience
Company: Convergys India Pvt Ltd (International Contact Centre)
Title: Sr. Technical Support Officer Specialist
Products: North American Customer Service for Microsoft Commercial
Sr. Technical Support Officer Specialist, in Multinational Company (Convergys)
From December 2005 to Feb 2011
Job Description: General support on Microsoft, Windows XP, Windows Vista, Windows 7, Office & Outlook.
• Support includes Networking, Internet explorer, Windows updates and Setup issues.
• Remote diagnosis on hardware and application compatibility.
• Support provided at instance or after research on the basis of Schedule for individual consumers.
• Support Options: Online, Email, Phone and Remote Assistance.
Basic knowledge in Active Directory, Windows Server 2008.
Roles/Responsibilities: • Inbound call center for Microsoft Technical Support.
• Analyzing the issue of the customer's computer, and resolving the issue at the earliest.
• Maintained the Quality and States as promised by the company.
• Have received an aggregate of 90% Customer satisfaction, against a requirement of 75%.
• Maintained a Quality aggregate of 98% against the requirement of 80%.
• Educated the customers on new products and assisted them in getting comfortable with the product.