Ponanna MS

• Manage a team of technical agents. • Provide weekly coaching / feedback session with agents to identify opportunity areas, reinforce strengths, and create action plans to drive better performance • Take escalated calls as needed and ensure to answer agent questions / inquiries real-time to resolve customer concerns / issues. • Ensuring that all reports/data related to agent’s performance (metrics, pay, etc.) are complete and accurate.

Experienced working on AD, Desktop,Laptop,VPN,Outlook issues. Responsible for providing telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees. Answers more complex questions about installation, operation, configuration, customization, and usage of assigned products/application/database. Implement technological changes to enhance support functions. Handling multiple accounts and successfully multi task during crucial times

Regular follow ups with customers with recommendations, updates and action plans. Escalate issues in a timely manner according to Standard Operating Procedures. Understanding of modern IT production datacenter, hosting operations and End Users ecosystem. Desktop operating system configuration, security and optimization. Experience with desktop virtualization products/solutions Excellent knowledge of Operating Systems including (Windows 2000, 2003, XP / Linux)

Successfully resolved technical issues related to hardware and software from incoming customer contacts and proactive notification systems for High End Business Printers (LaserJet & Color LaserJet) and Multi-Function Devices.  Responding to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement.

 Involved in basic troubleshooting and diagnosis for BLACKBERRY email servers.  Handling calls, emails and chats on client basis hence providing a quick resolution.  Maintaining AHT, CSAT & FCR metrics.  Handling sales for enterprise clients.

Mechanical

Physics , Mathematics , Chemistry , Biology