Avinash Vinu

Experience

• 

  Infinite Computer Solutions

  Jan 2011 - Apr 2015

  * Responsible for managing and supervising the staff to ensure productivity, resolution rate andcustomer satisfaction goals are achieved.* Providing leadership, management and guidance to staff.* Conducting performance reviews.* Handling all customer complaints and escalations.* Ensuring high quality and accuracy of work from staff.* Putting together daily and weekly performance reports for senior managers.* Liaising with the process management team to monitor the effectiveness of policies andpractices. Show less * Responsible for handling a team of agents and maintaining their parameters and targets.* Maintaining the key parameters of the agents like AHT,CSAT and FCR.* Coaching the Agents for better performance.* Tracking and monitoring calls and daily performance of the agents.* Sending the agents performance reports the managers and TLs.* Managing escalation calls and resolving them.* Handling escalation issues which L2 are unable to fix.* Taking over Team in absence of the senior team lead.* Researching for resolution of new issues and top drivers issues. Show less * Providing best customer service* Maintaining own key parameters like AHT FCR and CAT* Maintaining the Rev targets by up selling services and products to the customer* Provided computer Technical support via telephone communications and remote sessions.* Performed diagnostics and troubleshooting of system issues, documented CaseTickets/resolutions, and maintained equipment inventory lists.* Investigate and find quick resolutions to problems and issues associated with computer* Troubleshoot on various Windows Platforms like Windows XP, Windows Vista, Windows 7 forvarious software related issues such as Configuring Network Connections, Setting up MailClients and issues related Mail Clients, Setting up peripherals to work with the computer likeprinter scanner etc. , Removing Threats from the computer manually and also using automatedtools, Reconfiguring Windows OS under no boot situations.* Troubleshoot on Various Mac Platforms like OSX Tiger, OSX Leopard, OSX Snow Leopard, OSXLion for various software related issue. Show less

  • Team Lead

    Apr 2013 - Apr 2015

  • Subject Matter Expert / Floor Tech Lead

    Feb 2012 - Apr 2013

  • Senior Tech Support Engineer

    Jan 2011 - Feb 2012
• 

  Cisco

  Apr 2015 - now

  Responsibilities include : * Managing Services for high Value customers of Cisco Webex.* Escalation managent for incidents with WebEx TAC / Service Desk.* Conducting business reviews for Webex solutions.* Helping manage IT projects related to Webex.* Augment TAC's ability to evaluate and analyse complex customer problems and ensure propertraction on cases* Driving engineering team's KPIs and SLOs.* Conducting collaborative meetings with engineering and support teams for quicker resolutionsand better incident management.* Helping customers setting up proactive monitoring solutions.* Proactively addressing business or operational constraints, identify and fix knowledge gaps toensure customer success. Show less Responsibilities included : * Troubleshooting and diagnosing Issues for Cisco WebEx solutions.* Managing customer escalations which includes RRR and CAP.* Actively working with multiple back end teams and BU for resolution and analysis.* Managing escalations with audio vendors and partner escalations.* Cross collaborations with other Cisco technology teams like telepresence and Firewall.* Helping with proactive monitoring during adoptions and implementations.* Reporting defects for CISCO WebEx software.* Working with backend team to communicate about the active backend incidents and outages. Show less

  • Designated service manager

    Sept 2020 - now

  • TAC engineer

    Apr 2015 - Sept 2020