Working in Progeon (Infosys) located in Infosys Campus, Bangalore
Since 19th Jan 2004 to till date.
Work Nature
Project 1: Duration 6 Months ( LINKSYS )
Worked for Linksys (A Cisco Product) the US-based client as a technical support executive, regarding the problem solving of wired and wireless networks . Wireless applications include devices like Routers VPN Routers, Network adapters, Print servers, Gaming adapters, Bridge, USB adapter. Wired include devices like Router Switches, bridges, Hub etc. Providing solutions for issues with establishment of local area network, wide area network
Platform: Linktree (Linksys Knowledge Base)
Operating System: Win NT
Position Held - Process Executive (Team Member)
Responsibilities: Providing level one technical support to the Linksys customers.
Project 2: Till date ( BRITISH TELECOM )
Providing floor support to technical advisors for BT fault management 151.
Deals with conducting line test on faulty telephone line,
Studying the Test report generated and deducing the main fault location
Troubleshoot with customer about rectification of the ADSL/broadband and NTE5/NTE9 DACS sockets, internet, broadband and modem settings guide them regarding quires about Modem, and ISP compatibility
Conferencing with BT's technical helpdesk engineers from Leicester, Belfast and Exeter regarding high level technical problem
Also deals with compensation, fixing appointment with Field engineers if fault found with the hardware.
Platform: SMART, CITRIX
Operating System: WIN 2K
Position Held - Floor Supervisor
Responsibilities: Providing Level 2 Technical support
Additional Responsibilities:
1. Training new process mates.
2. Floor Walking and handling escalations.
3. Handling the team in absence of Team Leader and maintaining the shift roster. Entering the reports.
4.Assisting Team Leader in assessing strengths and weaknesses of team members and formulating a remedy plan for the low performers.
5.Assisting Asst. Process Manager in Submission of Weekly reports, in Weekly Review with site Directors.
6. Involved in the preparation of an effective MIS for the team so as to keep a track of daily Productivity vis-à-vis Quality.
Project 3: Web Development ( Additional Responsibility)
Working in a team of 4 database of all Process executives which includes the performance statastics/rosters and a comparitive study of variety of parameters
Skills used: Mysql, HTML, XML, Java scripts, Macromedia ,MS Access
Responsibilities: - Working in a team of 4. Designed architecture for whole website, with the main page with macromedia flash and the corresponding pages in HTML programming using Java scripts.
