Umapathy - IT Consultant Offering 5 Years’ Technical Support Experience - Chennai, TN, India

Karthikeyan Umapathy

Chennai, TN, India

Services

IT Consultant Offering 5 Years’ Technical Support Experience

Summary:

Well qualified and experienced Technician with 5 years of experience in a fast-paced, high-volume customer-satisfaction oriented industry.

Work History

Application Engineer

CSS CORP PVT LTD

From November 2011

Working asApplication Engineer in inbound voice process for our reputed client Cisco WebEx. Responsible for handling escalations from Tier 1 agents and assist in improving business functions.

Senior Support Engineer

CSS CORP PVT LTD

December 2008 - November 2011

Working as Senior Support Engineerin inbound voice process for our reputed client Cisco WebEx. WebEx is an online collaborative tool used to conduct online meetings, trainings, events, etc. Responsible for troubleshooting customer
issues while joining WebEx meetings.

Quality Analyst

WIPRO BPO ltd

January 2007 - August 2007

In regards to recognition of my true hard work, I was given the role of Quality Analyst. Responsible for listening to the voice calls and gauge agents on their competency level.


To be on


-2-

Software Engineer

WIPRO Technologies

September 2007 - January 2008

Worked as Software Engineer in WIPRO Technologies. The role is to ensure that users have access to the appropriate services to support the business functions.


❖ The service desk functions as the single contact-point for end-users' incidents. Its first function is always to "create" an incident. If there is a direct solution, it attempts to resolve the incident at the first level. If the service desk cannot solve the incident then it is passed to a 2nd/3rd level group within the incident management system

Subject Matter Expert

WIPRO BPO ltd

June 2006 - January 2007

Promoted to Subject Matter Expertin the same process (AT&T). Responsible for handling escalations from Tier 1
agents and ensure that customer's issues are resolved

Technical Support Associate

WIPRO BPO ltd

December 2005 - June 2006

Worked as a Technical Support Associatein Inbound voice support for a Client, AT & T. Troubleshooting Network and
Email related issues with customer's Internet service

Qualifications & Certifications

Anna University

Computer Science

Aadhiparashakthi Polytechnic

Computer Technology

Central Board of secondary education

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