Senior Process Executive
Cognizant Technology Solutions
Total years of experience :7 years, 7 Months
Senior Process Executive Chennai
Cognizant Technology Solutions May 2008 June 2012
• Am working for BB&T Helpdesk.
• Concerned with trouble shooting for Hardware Issues, like printers, scanners, ingenico etc.
• Handle escalated calls.
• Great customer interfacing skills and customer orientation
• Self-motivated, result-oriented and desire for constant learning
• Strong analytical, pattern detection and problem solving abilities.
Senior Technical Support Engineer Chennai
Cybernet SlashSupport Feb 2006 to Apr 2008
• I had worked with the project called Vonage for 1 year and thereafter with Magellan (Return Authorization Dept.) as a Senior Technical Support Engineer.
• Vonage is concerned with mainly routers like Cisco, Linksys, and Motorola like trouble shooting for no dial tone, choppy audio issue, and configuration of routers through voice over internet protocol (VOIP) and Magellan with GPS units concerning creating warranty replacements, unit advance replacements and providing refunds.
• Answered inbound calls in support of customer needs.
• Provide effective and consistent technical support.
• Research technical solutions.
• Manage new technical support representatives by helping them on floor and sharing information that I have learnt.
• Perform tasks related to answering customer enquiries received via telephone and through applications.
• Interact with customers; provided program information, rules, regulations, laws and policy and procedures.
• International Customer Service and Support.
• Extremely productive in a high volume, high stress, environment.
• Had received an award as the BEST PERFORMER for the quarter.
• Taken the highest number of calls.
• Maintained my AHT at all times.
• Received customer satisfaction and appreciation mails.
• Convey in a reassuring manner step by step instructions to resolve application issues.
Technical Support Executive Chennai Nu - Infotech Technology Dec 2004 to Feb 2006
• It deals with Cisco routers like configuration of routers.
• Accurate, efficient, and detail oriented.
• Received customer appreciation for being precise and patient on calls.
EVP College of Engineering (B.Tech (IT) Chennai SOFTWARE/SYSTEM SKILLS Sansbound Kodambakkam • CCNA (cisco routers) Certified (Passed online exam) DECLARATION I hereby declare that all the particulars are above board and true the best of my knowledge and belief and I vouch for the same. Yours Sincerely PLACE: Chennai Date: [B. Vincent Praveen Kumar]