Ershad

ERSHAD. S E-mail:-Phone :‪-‬   OBJECTIVE An enthusiastic Engineer with the necessary drive and determination needed to resolve complex Technical issues. Possessing effective organizational skills and excellent working knowledge of current technologies and having a commitment to keep up to date with the latest developments. Experienced in providing motivation, guidance and a up to date networking consultancy service to both colleagues and clients. WORK EXPERIENCE:   CSS Corp. Pvt Ltd. Alwarpet, Chennai. (Apr 2010 - Nov 2011) Designation: Technical Support Engineer. Time period: Eighteen Months. Technology/Platform: Netgear SOHO products (Routers, Modems, Adapters, Access Points. Cybernet–SlashSupport (CSS Corp) is a global technology solutions provider to enterprises, consumers & technology companies.CSS follows a support-centric model to all its services that help its clients leverage IT to align business objectives. Using a proven and cost-effective global delivery model,CSS manages technology, infrastructure, platforms and applications for Fortune 2000 companies, and provides24x7 support solutions for leading enterprise, consumer and technology vendors   Duties & Responsibilities:   • Responsibilities include assisting the customers with the products of NETGEAR. • Support span includes of North American and UK customers. • Troubleshooting the issues with the SOHO products, Routers, Modems, Adapters, Access Points and Repeaters. • Received trainings on SOHO Products of NETGEAR and supporting the customers on these product issues. • Gained knowledge in concepts of Networking, Routing concepts and NETGEAR products such as Routers, Modems, Adapters, Access Points and Gateways.   Milan Global Solutions, Pondicherry (Nov 2011 to May 2017).   Designation: SeniorTech Support Engineer level - 2 Time period: Five years and 6 months. Technology/Platform: To provide technical support for home users who purchase support contract from Advance Tech, Malware bytes. Renewing contract or selling new contract to customers . Assisting customers via phone and email to overcome technical issues related to windows, mac  desktop, laptops, virus issues, Ipad and other networking devices.       Duties& Responsibilities:   • Assist in creating technical documents, and training material • Uses a lab to simulate customer environment and issues • Monitoring globally raised tickets and processes them without SLA breach. • Escalates to Level 3 about customer issues unresolved at Level 2 by packaging with concise   description, actions, and traces required for escalation of “bugs” . • Motivating the team to achieve high standards. • Involved in the recruitment of new staff &Mentoring and training up new staffs • Assist the sales team by answering questions, providing technical information and demonstrations, both remotely and in person • In addition worked with Development team for any query related issues for users on application functionality     Pontoon Solutions, Bangalore (August 2017 to March 2018)   Desigination: Senior Program Coordinator   As the Program Coordinator was engaging and providing support to managers preparing to start a vendor engagement, providing an intake call to review the scope of work, identify possible risks/concerns, and guiding the manager through the next steps of the process in recruitment of new hires and new and existing Projects.       Educational Qualifications:   • CMJ University Shillong (Aggregate: 74 %)   • Higher Secondary level  -) JHSS (Aggregate: 70.83%)   • Secondary level (SSLC) -) Thiru.Vi.Ka.(Aggregate: 80.91%)     PERSONAL PROFILE   Father’s name : R. Subramanian Sex : Male Date of Birth : 24/12/1985 Languages Known : English, Tamil. Nationality : Indian Address : No. 123,NSC Bose nagar ,Moolakolam Pondicherry.     DECLARATION I hereby declare that the information furnished above is true to the best of my knowledge     (ERSHAD .S)