Technical Support Engineer
Phykon Solutions Pvt Ltd
Total years of experience :13 years, 5 Months
Designation: Technical Support Engineer
Job Responsibilities:
✓ Troubleshooting issues with NVR, DVR, IP and Analog cameras (POE and Wi-Fi) ✓ Monitoring calls, Scrubbing Tickets and providing feedback to agents. ✓ Monitoring call queue and assigning breaks to the agents. ✓ Providing training and OJT to new hires. ✓ Trouble shooting issues with Amcrest Cloud, GPS trackers and other devices used by customers. ✓ Troubleshooting network and application issues faced by customer while using Amcrest products.
Achievements:
✓ Awarded best employee for 6 months for the year 2022.
Handling escalated calls from Critical Clients on all issues.
Handling inbound calls for America’s, APAC and ANZ regions and follow-ups with outbound calls.
Good knowledge in speech recognition process, Hospital workflow process. and Clarity EMR system.
Good knowledge on HIPAA and PHI.
Handling Critical tickets and providing resolution within SLA.
Monitoring Call Queue and BMC Remedy Ticket Console.
On the job training for new hires on MModal policies, procedures and technical training.
Scrubbing Tickets and providing feedback to the fellow employees.
Assigned as a part of Agent Support Group (ASG).
Assigned to deploy, install, maintain and troubleshoot MModal software using LANDesk Core Server.
Installation and configuration of Lotus Notes, accessing the Lotus Notes database to get the server information to provide accurate resolution within the specific SLA.
Troubleshooting basic Network issues for Medical Transcriptionists and corporate users (DNS, DHCP and IP errors) using internal knowledge base and external tools.
Support web-based applications used by Medical transcriptionists and Corporate Employees.
Accurate Call Logging in BMC Remedy and Service Desk ticketing tools.
Password reset using Active Directory, other internal Applications and (LDAP).
Adding, maintaining and removal of user and computers using Active Directory.
Creation, modification and deletion of email distribution lists for corporate users in Outlook.
Troubleshooting Hardware/software related and basic network related issues on MModal Company provided Desktops and laptops to Medical Transcriptionists and Corporate users.
Troubleshooting on Windows XP, Windows 7 and Windows 10 for OS related issues.
Designation: Technical Support Engineer
Job Responsibilities:
✓ Providing on the Job training for new hires. ✓ Handling inbound calls for America's, APAC and ANZ regions and follow-ups with outbound calls. ✓ Handling Escalation calls from end users on critical users. ✓ Software/hardware and basic network (TCP/IP, DHCP, DNS errors) troubleshooting of dell computers (Consumer based). ✓ Effective Resolution of Virus-Related Issues and Antivirus Maintenance and Configuration. ✓ Sales positioning for fee-based issues. ✓ Effective Resolution of Internet related issues. ✓ Accurate case logging in Seibel and Dell Serve. ✓ Maintain good customer experience over calls. ✓ Email Configuration and troubleshooting of email clients (Outlook, Windows Live Mail, etc.) ✓ Troubleshooting Hardware and software related issues on Dell Company provided Desktops and Laptops to end users.
Achievements:
Awarded as the Revenue Star for 3 out of 4 Quarters for FY 12 (Feb 2011 - Jan 2012) from Dell International Services Ltd for generating the highest revenue and the best customer experience for the quarter.
Providing on the Job training for new hires.
Handling inbound calls for America’s, APAC and ANZ regions and follow-ups with outbound calls.
Handling Escalation calls from end users on critical users.
Software/hardware and basic network (TCP/IP, DHCP, DNS errors) troubleshooting of dell computers (Consumer based).
Effective Resolution of Virus-Related Issues and Antivirus Maintenance and Configuration.
Sales positioning for fee-based issues.
Effective Resolution of Internet related issues.
Accurate case logging in Seibel and Dell Serve.
Maintain good customer experience over calls.
Email Configuration and troubleshooting of email clients (Outlook, Windows Live Mail, etc.)
Troubleshooting Hardware and software related issues on Dell Company provided Desktops and Laptops to end users.
Designation: Technical Support Associate
Job Responsibilities:
✓ Sales positioning after resolution.
✓ Handling inbound calls for America's, APAC and ANZ regions and follow-ups with Outbound calls. ✓ Troubleshooting of dell computers (Consumer based) ✓ Troubleshooting of all kinds of Hardware/software and basic network (TCP/IP, DHCP, DNS) issues on Dell Desktop and Laptops. ✓ Accurate case logging in Seibel and Dell Serve. ✓ Maintain good customer experience over calls ✓ Troubleshooting Hardware and software related issues on Dell Company provided Desktops and Laptops to end users.
Achievements:
Awarded as the best agent in customer experience from Sutherland Global Services for 2 quarters in 2009.
Designation: Technical Support Executive
Job Responsibilities:
✓ Effective Resolution of Internet related Queries (EarthLink ISP). ✓ Helpdesk related queries from Cargill corporate customers.