Radha Saluja

• Supporting Exelon US customers and Exelon Internal calls (CSC Technicians)
• Provide Level 1 and Level 2 troubleshooting
• Follow up on daily escalation tickets
• Always monitor the rejected tickets
• Provide training for the new staff on the overall processes
• Buddy system with the new agents
• Handle Severity 1 and 2 issues
• Handle VIP tickets
• Perform Page Out for Severity 1 issue
• Assigned email for agents and doing emails
• Supporting Beckman Coulter US customers
• Supporting CSC Employees US customers
• Supporting Motorola Solutions US customers
• Supporting PayPal Customers Worldwide
• Exelon Corporation - Oil & Gas Company
• Exelon Corporation, a utility services holding company, engages in the generation, transmission, distribution, and sale of electricity to residential, commercial, industrial, and wholesale customers in northern Illinois
• The company also purchases and sells electricity and natural gas on retail basis to customers in southeastern Pennsylvania
• It generates electricity through nuclear, fossil, and hydroelectric generation facilities

· Wintel Team – L2 Engineer

• Responsible for driving technical service resolution and maintaining high levels of customer satisfaction through pre- and post-engineering technical/functional support to current and prospective customers.
• This position is responsible for providing systems engineering support for customers in a 24x7 service organization.
• Acts as a take’s ownership of all assigned tickets.
• Acts as an assist to other engineers, as assigned, and to develop internal certification criteria and curriculum.
• Participate on rotating shift coverage s, as needed to support organizational goals.
• Participate in the company on call program, as needed to support organizational goals.
• Coordinates with client management to formulate highly complex technical solutions. Identifies and implements solutions based on client needs. Informs client management of appropriate developments in technical support products.
• Develops and analyses highly complex system standards, thresholds, and recommendations to maximize system performance.
• Initiates reviews as appropriate.
• Conducts capacity planning reviews with management and approves capacity plans formulated.
• Develops strategies to manage the frequency of appropriate support package/patch application.
• Monitors database maintenance and provides appropriate recommendations, when required.
• Implements solutions and refines procedures as appropriate.
• Research current systems technology and serves as subject matter expert on complex systems processes and procedures. Conducts usability and costing studies.
• Experience with Windows 2003 2008 Server, Exchange Server, Active
• Directory, Group Policies, Patch management, Log management, WSUS, SCOM, VMWare
• Messaging & Collaboration Team -L2
• Responsible for handling Level 1 and Level 2 analysis, trouble shooting and resolution.
• Responsible for handling product queries.
• Handling all the communication related to the assigned customer accounts.
• Coordinating the issues internally and with outsourced partners, service providers (ISPs, ILD/NLD carriers) and onsite teams.
• Responsible for maintaining and making available up-to-date contact information, supported product lists, technical information regarding products, troubleshooting information, all known fault handling information and other information of general use.
• To interface with customer for all CSRs internal and external.
• Emergency CSR handling on a 24/7 service level, with on call support.
• Implement workarounds to limit customer downtime. Subsequently follow-up and ensure implementation of permanent solution.
• Participate or organize Technical Call Bridge to address technical diagnostics & collaboration with customers and partners.
• Maintain all the connectivity and account details from a support perspective to provide efficient support.
• Ensuring SLAs to better level than customer contract.
• To execute tasks allocated by the reporting manager in a timely manner
• Coordination with customer/partner SPOC for all technical aspects
• Coordination with customer/partner SPOC for Hardware / VM / Software Installation / Configuration including OS install, RAID configuration, high availability module, IP allocation
• Multitask and handle various tasks based on priority
• On-site assistance to Network Specialist for connectivity (e.g. MPLS) related technical and logistics aspects
• Coordination with customer/partner SPOC for all on-site tasks including structured cabling, labeling, rack mounting, equipment powering etc.
• Coordination with customer L1 / NOC teams including basic and detail level filtration & troubleshooting
• Coordination with L3 team
• Incident management, reporting, RCA preparation
• Technical Leads for Service Desk
• Responsible for handling Level 1 and Level 2 analysis, trouble shooting and resolution.
• Responsible for handling product queries.
• Coordination with customer/partner SPOC for all on-site tasks including structured cabling, labeling, rack mounting, equipment powering etc.
• Coordination with customer L1 / NOC teams including basic and detail level filtration & troubleshooting
• Coordination with L3 team
• Incident management, reporting, RCA preparation
• Implement workarounds to limit customer downtime. Subsequently follow-up and ensure implementation of permanent solution.
• Participate or organize Technical Call Bridge to address technical diagnostics & collaboration with customers and partners.
• Maintain all the connectivity and account details from a support perspective to provide efficient support.
• Creating ADM account for different domain
• OneDrive and SharePoint troubleshooting issue
• PST file and SMIME Cert troubleshooting issue
• Extract file in AD for user details
• VDI Citrix machine troubleshooting

• Company Overview: VADS was involved in offering IT troubleshooting solutions for Linksys (A Division of Cisco) customers of about 190 products
• Perform troubleshooting and maintenance on customer's network
• Co-ordinate between Field Support and IP Providers to keep customers updated
• To handle telecommunication lines, routers, adapters, applications, switches, LAN, and WAN issues
• Troubleshoot network problems, optimizing network speed, and LAN maintenance
• Must be able to work independently and meet the Service Level Agreement objectives
• VADS was involved in offering IT troubleshooting solutions for Linksys (A Division of Cisco) customers of about 190 products

• Coordinate the agency training for General Insurance for all the agents like Fires, All Risks, Marine, Cars and others
• Train new agents for Insurance Handling
• Prepare the policy for agents
• Follow up on normal general policies
• Handle calls for agents and customers
• Prepare online cover note for agents and customers
• Prepare presentation for Assistant General Manager for insurance purpose
• Do presentation for Customer Officers
• Prepare meeting and interview for Assistant General Manager
• Handle big accounts for Assistant General Manager personally

• Responsible for the arranging meetings and schedule preparation for operators in IT Department
• Handling reports for Finance and HR overtime schedule for operator section
• Monitor the annual leave, medical leave, and others
• Transferred on Nov 2001
• Transferred to Customer Service Department as Customer Services Officer
• Handles customer enquiries like car insurance, general insurance, life insurances, mortgage insurances and others
• Handles the cash distribution to other customer service officers and collects the cash end of the day
• Key in Mortgage cheque in the system
• Handle general and complaint calls from customer
• Perform online payment for Life Insurance