B I O D A T A
PERSONAL DATA
V
Viijjaayyeennddrraa K
Kuum
maarr S
S
Phone No
-,-
E-Mail Address
-
Date of Birth
08/09/1976
Sex
Male
Languages Known
English and Hindi
Address
Bangalore
Career Objective
I want to work in an environment that gives me newer challenges. This understanding, coupled
with my creative and analytical abilities has helped me develop the discipline of analyzing
numerous factors both on cause as well as effect sides, which I believe is a strength in building up
a career in a challenge prone environment.
Work Experience
1/
Organization:
Hewlett-Packard Global Solution Center
Organisation Profile: One of the leading Printer and PC makers and manufacturing
most of the hardware product lines and providing support for the same, having its presence in 30
countries through 130 offices. A part of HP Global Soft (an American multinational) the services
offered by HP Global Soft ranges from Product Sales, Enterprise support, Technical Support,
Product Development, Customer Care and BPO.
Designation: Mentor (Tech Lead) NA and APJ HPSC Web Support.
Tenure: Dec 2006 to June 2015
Job Responsibilities:
Handled team of 10 Engineers managing shifts APJ and NA.
Super User, Escalation point and 1st Contact Point for HP Support center website.
Part of UAT Testing team Worldwide.
Training and managing the team including other region like EMEA and LAC.
Handling queries of Enterprise customers for HP Support Center Website.
Activating and deactivating customer’s accounts.
Handling issues with Software Update Manager, Patches and Support Case Manager.
Helping customer to get the details of their Contracts.
Linking, sharing and reassigning of Contracts.
Also Taking care of the Cases in the ITRC queue in WFM.
Helping enterprise customers to get their media updates and helping them to get their
user ids and password.
Handling Region Conference call for Weekly Scores and new updates.
ACHIEVEMENT:
Awarded with Platinum Customer Ambassador Award Q3-2012.
Awarded Star Performer for the Team performance and going extra miles.
Provided training to EMEA team in Sofia including their Team Lead and Mentor.
Recognition Achievement & Contribution by ESSN team in 2014.
Recognition in the category of “Making a Difference” in 2014.
Provided training to new Joiners in HP Support Center for APJ and NA region and also
provided training to LAC team in BA.
Performed Testing for HP Support Center website before launch.
Created World Wide email node for HP Support Center.
Managing APJ and NA region HPSC process.
Provided 100% resolution and end to end support to all the issues till date.
Created the Process for EMEA team in Change Management database.
Prior to this I was in SEA process in HP handling calls for SEA region.
I was taking care of trouble shooting of PSG products laptops and ipaqs for enterprise
customers and home users.
Creating dispatch and onsite cases and following up with Service Center for Customer’s
repair status.
2> Organization:
Cli3l
Designation – Technical Support Professional (ISP PROCESS)
Organisation Profile:
Internet Service provider for US with 1.4 million members. People PC
(an EarthLink Company) is the leading value dialup Internet access provider.
Tenure:
From 10/05/06 to 15/12/06
Job profile:
Handling inbound calls for People Pc (Internet Service Provider)
Trouble shooting, dialup networking and helping customer to make home network
Supporting customers to download the latest Software.
Helping customers to get latest updates for People pc.
Up selling Security pack of people pc and helping customers to register online for
Security pack.
ACHEIVEMENT:
Entity with maximum performance
Successfully achieved No.1 position in up-selling for the quarter.
3> Organization:
Stream International (Dell Process, Mumbai)
Organisation Profile: Stream International handling Dell’s process in Mumbai. Dell is one of
the leading PC makers in the world having its presence in 24 countries through 80 offices.
Designation – Support Professional (Dimension Desktop)
Tenure:
From 25/10/04 to 5/08/05
Job Responsibilities:
Handling inbound calls for Dell Hardware Warranty Support.
Trouble shooting, dialup networking, setting up small network.
Dispatching the parts if not working after trouble shoot.
Creating cases for dispatch, repair and onsite.
ACHEIVEMENT:
Achieved 90% in quality and customer support.
4> Organization:
HSBC (For HSBC Credit Cards)
Designation – Team Leader (For Corporate Cards, in MUMBAI)
Tenure: From 25/05/04 to 12/10/04
Job Responsibilities:
Handling Team of 15 Sales Executives.
Handling corporate meetings for arranging stalls in the campus.
Arranging corporate meeting at Companies for new discount schemes.
Doing Presentations for the MNCs, Companies and Government Sector Plant.
Handling outstation campaign for selling HSBC Credit Cards.
ACHEIVEMENT:
Achieved best selling award for Boisar campaign.
Academic Qualification
Completed B. Com from Mumbai University with 61%.
Completed HSC from MP Board of Secondary Education, Bhopal with 62% marks.
Professional Qualification
Diploma in Desk Top Publishing (Photoshop, Page maker and Coral draw)
A+ Certified Technician (Comptia)
Server + Certified (Comptia)
MCP (Microsoft Certified Professional)
Computer Skills
Operating System:
Windows 98, Windows XP, Vista
Soft wares:
MS Office 2003 and 2007, Photo Shop, Coral Draw, Page Maker
Interests and activities
Playing Table Tennis, reading books and traveling.
Was part of the school and college cricket team.
Was part of NCC in school.
