Shashi Kumar

• Enhanced client satisfaction by delivering high-quality work within deadlines.
• Adapted quickly to changing project requirements, demonstrating flexibility and adaptability under pressure.
• Developed customized solutions to address unique client needs, resulting in repeat business and referrals.
• Strengthened client relationships with consistent communication and timely project updates.

• Providing detailed troubleshooting guides for Prometric Test Center Administrators from various locations globally
• Document details of cases and prioritize according to urgency and importance in Salesforce
• Handling high priority issue based on any issues occurred related to server, network globally
• Monitor support queues in Salesforce and take accountability in following through with end-to-end resolutions
• Handling inbound email/chats from Prometric Test Center Administrators
• Handle and assessing on impact of high severity issues globally mainly with America, Middle East support groups for multiple users from various locations.

• Technical Support on IT Infrastructure
• Providing detailed troubleshooting guides for Baker Hughes employees from various locations
• Handling high priority issue based on any issues occurred related to server, network globally and etc
• Handling inbound email/chats from Baker Hughes employees
• Provide training and knowledge transfer of accounts to new staffs
• Handle and assessing on impact of high severity issues globally mainly with Europe, Middle East support groups for multiple users from various locations.

• To manage major incidents processes - inbound calls, escalations, and correlate all active and ongoing incidents
• To solve major incident promptly through timely manner and customer communications
• Execute responsibilities promptly following established procedures & take ownership of service requests in order to meet the service level agreement objectives
• Escalate correctly and timely to Level 2 support for items that are out of scope of Level 1 support
• Meet team KPIs through individually meeting targets
• Undertake any administration tasks delegated by the Team Leader.

• To manage major incidents processes - inbound calls, escalations, and correlate all active and ongoing incidents
• Perform Incident Management / Manage and resolve requests/support tickets
• To solve major incident promptly through timely manner and customer communications
• Monitor 1st and 2nd level Support agents on IT requests incident, for Lenovo branded products
• Supporting ANZ (Australia and New Zealand) commercial clients
• Major in providing technical solutions to end users and troubleshooting to identify hardware or software related issue
• Responsible for researching, replicating, performing root cause analysis and providing feedback for product issues reported by the field professionals and customers within SLA time frame.

As a 2nd Level Support, the first point of contact to address internal user problems related to End User Computing tools and services. Support is provided in English. For call positions, verbal fluency in language and good telephone etiquette are essential attributes of a candidate for this job. Responsibilities include resolution of IT problems while on the phone or answering IT Chat and web form requests, working with other computing organizations to resolve outstanding problems, and servicing access requests in accordance with controls procedures to meet customer service level objectives.

• As a Network Operation Center (NOC) Specialist, my responsibility to provide single point of contact, to receive and acknowledge Maxis and Astro customer complaints to the Customer Care Center (L1) and other related departments during shift operations; to analyze and filter customer complaints according to categories and severity (service affecting/non-service affecting complaints, technical issue, VIP/VVIP/SME complaints and general query).

• As a Level 2 Technical Lead, my responsibility is to work with internal teams to define requirements and expectations as a Subject Matter Expert (SME) in order to resolve customer complaints, all related with Hewlett-Packard (HP) desktop hardware issues
• Mainly handling real-time floor management, customer phone escalations, run daily agent case management statistics, call monitoring & coaching and reporting directly to my Team Manager.

• As a Level 2 Microsoft Engineer, my responsibility to provide single point of contact to receive and acknowledge customer complaints (phone & email) from Australia & New Zealand, on Microsoft-related issues
• The scope supported are related in troubleshooting Windows operating systems, Microsoft Office, Microsoft Hardware and Microsoft Games products.

• Taking incoming telephone inquiries, complaints and questions from customers related to broadband & wireless issues using appropriate listening skills, questioning skills and empathy skills
• Gather relevant information relating to the customers concern and wherever possible, using the agreed procedures, to attempt to resolve any query or concern in the course of the phone call
• Participate fully in the team, taking part in regular team meetings, focus groups, giving feedback and ideas to colleagues and to the Team Leader
• Undertake any administration tasks delegated by the Team Leader
• Identify areas for service and procedural improvement and make recommendations to the Team Leader
• As a 2nd Level Support, the first point of contact to address internal user problems related to End User Computing tools and services
• Support is provided in English
• For call positions, verbal fluency in language and good telephone etiquette are essential attributes of a candidate for this job
• Responsibilities include resolution of IT problems while on the phone or answering IT Chat and web form requests, working with other computing organizations to resolve outstanding problems, and servicing access requests in accordance with controls procedures to meet customer service level objectives.