HARDWARE SUPERVISOR- BANGALORE(INDIA)-Jan' 14 Contributed in customer support and issue resolving mechanism with active collaboration and execution to achieve positive customer sentiment. Key responsibilities can be briefed as: Issue Control: To troubleshoot and replace the hardware(printers/systems) with prime authorization. Managed the onshore service issues precisely by working with US, EMEA and Latin America. Initiated and coordinated the recovery call for critical incidents for printers. Escalation Handling: To take the ownership of critical issues and accountable to mitigate it for positive business impact. Leading the team to achieve global resolution with proactive support. Active participation in escalation process to involve appropriate service delivery unit. Matched the targeted sales goals under stringent deadline. Execution Coordination: Extended the work spectrum by working with tier 3 and 4 level team during major outage. Achieved the positive customer sentiment for customer engagement survey. Synchronized capturing of log files between customers computer and GBU engineering. Ensured the zero defect for next level launch by pro-active assessment of potential issues faced by customers in per- launch. Initiated the scrum platform to bring issues, engineering and Research as complementing processes to achieve hassle free customer experience.