Manoj

Experience

1. Ccr- Support Service (Associate Software Engineer)

   Csc

   Jun 2011 — Present · Hyderabad, IN

   Role & Responsibilities:•Provide solutions to the external customers•Providing voice & e-mail help desk services support to end users and external commercial account end users across North America.•Perform problem cause analysis, resolve customer more complex problems, resolve routing customer problems all within set criteria.•Respond to the incidents / issues reported by Customer predominantly through Voice Interaction and also through email, chat & remote support.•Used to identify, investigate and diagnose the issue and take necessary action viz resolves or assigns the issue to right assignment group.•Providing resolution to customer based on in scope processes•Followed the incident life cycle as defined by process viz - logging the incident with proper priority, categorization and documentation, performs follow up on all necessary incidents as defied in process with customer to ensure timely closure.•Constantly upgraded my technical, process and soft skills to achieve the client and internal quality scores with CSAT (Customer Satisfaction Survey) scores, resolution on call and customer service scores.•Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.(SLAs)•Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.•Reported directly to North American Clients with excellent work.Description:Aligns service levels with business objectives by defining service offerings and establishing service level agreements (SLAs)VPN (Virtual Private Network) using RSA Web express to issue secure id Soft Token to end users.Resolving Helpdesk Tickets and Change Requests using Remedy Tool (ECAPS), which requires user interaction.( SAP Net Weaver IDENTITY MANAGEMENT (IDM))Create the user profile in AS400 as well as in Basis.

Education

• Jawaharlal Nehru Technological University

  B.Tech

  2005 — 2009