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Work experience

Nov 2009Jun 2012

IT Support Engineer

McAfee Software Limited

Managed the performance of services to customers (24 x 7, 365 days per year), ensure that service levels are achieved in line with contracts and that customers expectations are met or exceeded.
Ultimate responsibility for ownership of all customers incidents or logged service requests.
Tracked the incidents to conclusion in line with SLAs and quality standards.
Manage critical customers incidents, associated to customer communication, activities and any appropriate escalations;
Handling of Major incidents as per ITIL Standards
Provide information about incidents analysis and KPIs;
Build services relationship with customers and conduct service reviews or key customers.

Sep 2007Nov 2009

Customer Service Representative

Aditya Birla Minacs

Customer support representative handling emails and chats support for Microsoft customer. Worked as a Tier 2 agent to support customer queries with related to Microsoft products and services.

 Handled privacy related queries with respect to Microsoft services.


Bachelor of Mathematics

Bishop Heber College