Technical Leader - Cisco TAC, VoIP and Unified Communications Team
Estarta Solutions
Total years of experience :17 years, 9 Months
Inducted as Customer Support Engineer and charted a growth curve to merit promotion to the post of Technical Leader.
Designation Chronology:
- March 2009 - Present: Technical Leader.
- April 2007 - February 2009: Customer Support Engineer.
Highlight:
Attained customer satisfaction averaging to 4.8 on a scale of 5 and selected as a team leader for handling the VoIP team of 24 members.
Key Responsibilities:
- Handling Technical escalations from team members and guiding them to resolve complex and critical service requests, while ensuring strict adherence to organizational policies and procedures.
- Chalking out comprehensive training and learning-development programs for new recruits in areas of Unified Communication and problem solving.
- Establishing and managing lab operation of the Technical Assistance Centre (TAC) to ascertain smooth processing of TAC Service Request and developing a conducive atmosphere for training the VoIP team.
- Devising effective performance assessment systems by identifying areas of improvement and implementing measures to enhance performance level of the customer support engineers.
- Handled Cisco TAC service requests submitted by Cisco customers for Unified Communications ranging from system down situations to configuration assistance through e-mail, telephone and hands-on remote access.
- Ascertained prompt attendance to customer inquiries, identified design and implementation problems and performed requisite action for their resolution through application of TAC collaboration tools.
- Presented design guidance by analyzing the characteristics of the current system, assessing the capabilities of the network and, verifying requirements.
- Installing, configuring and troubleshooting IBM and Fujitsu-Siemens PCs, laptops and server, Brother and Lexmark multifunction, laser jet, and ink jet Printers.
