Ashutosh A. Pandey
Personal Details
Date of Birth :15 January 1984.
Marital Status :Single.
Religion :Hindu.
Nationality :Indian.
Languages Known :English (US, UK) Marathi & Hindi.
Career history
Sr. Technical Support Engineer
Allied Digital Services Ltd (Carters, Dolby, Taco Bell, Seasons Hospice)
December 2015 – Nov 2016
Work duties:-
Troubleshooted Windows servers, Exchange servers, Citrix Servers, BES servers, Sonicwall routers, network connectivity issues (Active Directory, DHCP, DNS, VPN, RDP/Citrix, Wi-Fi/Ethernet, Outlook/Exchange), desktop hardware, printers, Blackberries, iPhone/android smartphones (mainly Activesync), malware/virus infections, sundry proprietary industry-specific applications.
Created Active Directory, Exchange, and BES users.
Educated end-users on how to use applications.
Take full ownership of customer calls following through to assure complete customer satisfaction. Dispatch Field Service Engineers with repair information, failure symptoms, troubleshooting activities.
Learned new skills and applications as necessary.
Implemented various Powershell scripts to improve efficiency.
Sr. Customer Service Representative
Serco Private Limited. (Lumo Energy Australia)
8 March 2014 - 30 September 2014.
Inbound: Helping Customer with all kind of Customer Service questions.
Worked for Retentions Department.
Worked for Sales Department.
Sr. Customer Service Representative.
Tech Mahindra Business Services Limited. (Vodafone Australia).
8 August 2013 – 30 January 2014.
Work duties:-
Inbound: Helping customer with all kind of Customer Service questions other than Technical issues with their Handsets. Serves customers by providing product and service information; resolving product and service problems.
Opens customer accounts by recording account information.
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Bill explanations and Complaints.
Sr. Collection agent.
Firstsource Advantage LLC. Malad (W)
9 November 2012 30 July 2013.
Work duties:-
Making outbound calls and collecting on debts for J.P.Morgan Chase Bank Credit Cards and American Express Credit Cards.
Sr. Technical Support Engineer
Sutherland Global Services Pvt. Ltd. (Microsoft U.S)
June 2007 – June 2010
Work duties:-
Assisting the customer with the troubleshooting steps in order to solve the issue through telephonic conversation and by email:-
1) New Operating System Installation.
2) Upgrade Installation.
3) Repair Installation.
4) Parallel Installation.
5) All kind of device drivers and third party software installations.
6) Product Activation (Online/Phone).
7) Data Backup (Manual/Windows Utility).
8) Network setup and network troubleshooting.
9) Internet Connectivity issue or setting up new modem or router.
10) Removal of viruses.
11) Responsible for configure and test any new hardware and software.
12) Installing the software, operating systems and server operating systems.
13) Repairing and maintaining TCP/IP networking and hardware.
14) Provided functional and technical support, troubleshooting and diagnosing hardware and software problems.
15) Taking training sessions of new employees.
Achievements:- Was promoted as a Quality Analyst.
Sr. Customer Service Representative
Excel Infoways Pvt. Ltd. (Sprint Mobile U.S)
April 2006 – April 2007
Work duties:-
Describing the product benefits and special offers.
Giving advice about how these may benefit customers personally.
Persuading customers to accept a trial period or a visit from a sales representative.
Gathering and documenting information’s about the customer.
Entering customer’s details into a computer, including dates for follow up calls.
Taking orders and arranging for delivery.
Sr. Customer Service Representative
Life Style International Pvt. Ltd: (Landmark Group Dubai)
May 2004 – June 2005
Work duties:-
Handled the responsibilities of serving customers in person and over the phone.
Assigned the tasks of responding to alarms in case of emergency situations.
Responsible for dealing with customers and explained them about the operating procedures of the organization.
Solved customer queries and concerns in an efficient way.
Handled the tasks of explaining services and answering questions to clients.
Responsible for completing new customer registrations.
Academic Qualification
Nevariya Intercollege Jaunpur U.P.
Year 2001 – 2002
S.S.C
Swami Vivekanand College of Distance Education.
Year 2010 – 2011
H.S.C (U.E.T = Equivalent to H.S.C)
Bachelors in Commerce from Vinayaka Missions University, Salem (Tamil Nadu) India.
Additional Qualification
M.C.P - 2007
Microsoft Certified Support Engineer. (MCSE) – 2008
(Network Security, Computer Networking Infrastructure, Active Directory, Microsoft Exchange Server, Microsoft SQL Server)
Signature
Ashutosh A. Pandey
