Software Consultant/Trainer
OASYS Information Technology LLC
مجموع سنوات الخبرة :8 years, 11 أشهر
▪ Diligent HRMS Consultant and trainer for all solutions offered by OASYS Information Technology.
▪ Creation and management of materials required for training on the modules of the responsible applications such as presentations, user manuals, and documents.
▪ Implementation of the HRMS application at Client site and supporting during training and post implementation across Middle East and Africa.
▪ Represented as a single point of contact for any support call or enhancement/upgrade/rollout requirement in the domain.
▪ Vast exposure to human resource and financial policies with leading hospitality chains and logistic giants.
▪ Worked with the sales team in Sales meetings and provided Product presentation in sales viewpoint.
▪ Assist the Finance team in running the Payroll cycle during the training sessions.
▪ Step by step guidance for running payroll of up to 350 employees’ right from checking the attendance till generating the final PaySlip.
Dell International Services.
▪ Working with AXA UK. It is a Business to Business Account.
▪ Handling live calls where End User reports technical issues/requests like
Password reset, Account unlock, unable to print, unable to connect to VPN,
seeking assistance in obtaining access to an application, etc.
▪ With the ability to provide appropriate resolution, I was trained to handle Intranet
tickets where the end User logs a ticket reporting an issue or a request, with
dedicated access to the portals we at the service desk pick a ticket, work on it in
verge of resolution and revert to the End User via workaround notes, email or a
call notifying the update.
▪ With presented skill of positive Customer Experience, I was also trained to handle
Service Desk mailbox, where the end user who has no access to the ticketing tool
or no time to ring up the Service Desk would just draft and drop an e-mail to the
Service Desk mailbox.
▪ I was a part of the training sessions conducting refresher training session, and
also held team huddles sharing the recent updates on the SOP
Infosys BPO Limited
Working with BT Wholesale, UK based Tele Communication and Broadband provider.
It is business to business (B-B) based. Working on calls, chats and data queue with the various communication providers in UK.
It is a technical process, where we deal with “Fault” & “Orders”. Fault: Basic troubleshooting, circuit capping/uncapping, profile reset, etc. Orders: to identify the difficulties of newly placed orders.
We deal with 4D which includes 4 different products 20CN, 21CN, FTTC, FTTP. (COPPER & FIBRE)
L2C: Lead To Cash- This deals with Order analysing, expediting, and dealing with an order fulfilment.
T2R: Trouble To Resolve- This deals with investigating the fault by diagnosing the trouble report using the Circuit mentioned by performing test in applications like WOOSH (Copper Line Test, IP test, Radius Log check, Performance Test TAP-3, Overriding and assigning the profile speed, SNR change, Concluding where the fault is exactly using SMART RRT, Port Flexing, Reset, etc…
I have been trained on Portal Escalations, where a case has to be dealt with a high priority and the solution has to be more accurate. Once a CP raised an escalation, we have to investigate it and deal the order or fault in high priority basis.
Proven ability to learn, retain, and apply new information quickly, working in a dynamic process of BT Wholesale (British Telecom) I was a member of Complex Fault Team, where the fault was rooted to this team for action after achieving no fix by the underling teams.
Day to Day reporting of Team performance like CSAT Report, Quality Report, AHT Report, FCR Report, etc. to the Manager.
Working with BT Wholesale, UK based Tele Communication and Broadband
provider.
▪ It is business to business (B-B) based. Working on calls, chats and data queue
with the various communication providers in UK.
▪ It is a technical process, where we deal with “Fault” & “Orders”. Fault: Basic
troubleshooting, circuit capping/uncapping, profile reset, etc. Orders: to identify
the difficulties of newly placed orders.
▪ We deal with 4D which includes 4 different products 20CN, 21CN, FTTC, FTTP.
(COPPER & FIBRE)
▪ L2C:
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