Subject Matter Expert
Sutherland Global Services
Total years of experience :18 years, 5 Months
Supporting Agents with technical troubleshooting, Case scrubbing, Team huddles to discuss about technical updates and performance feedback. Publishing Performance reports on a weekly basis.
Sutherland Global Services, Chennai - Jan 2011 to Till Date
• Working as a Subject Matter Expert
• Supporting agents in troubleshooting and checking their case logs.
• Thorough knowledge of hardware and software issues.
• Monitoring team performance
• Resolving technical problems related to software, Hardware, networking and OS.
• Handling escalation calls for the process and ensuring resolution to the customers at the earliest.
• Conduct weekly sessions for agents to ensure knowledge enhancement.
• Giving feedback to the agents.
Wipro BPO, Kolkata - Jan, 2009 to Jan, 2011
• Working in a technical process for US and Canada customers with providing all hardware and software related issues with the HP Notebooks.
ENGINEERING CENTRAL, Pune - June.2008 to Nov, 2008
• Taking part in complete management of man power according to work.
• Looking after complete tool room activities.
• Direct interaction with customers regarding the tool manufacturing.
• Exposure to CAD & CAM software.
• Maintaining documents as per ISO standards.
MASTER TOOLING SYSTEMS, HYDERABAD - Sept.2007 to may 2008
• Taking initiative in complete manufacturing process of dies.
• Creating part drawings from assembly drawing.
• Vendor development work.
• Planning Sequences for machining of different parts.
• And all necessary activities required for manufacturing and proving of dies.
M/S JAYA HIND INDUSTRIES LTD, PUNE - Oct.2005 to Aug.2007
• Line maintenance of die casting dies.
• Routine maintenance of die casting dies.
• Defining work to subordinates.
• Maintenance of hydraulic cylinders.
• Planning for the manufacturing of new dies
• Development work of dies with the help of senior officers.
• Man power handling.
Diploma in Tools & Die Making (Mech. Eng.) (10 + 3)