Abilash P

Experience

• 

  Sutherland Global Services

  May 2010 - Dec 2012

  Application Support Specialist

  • First line support’ on System Security Issues• Troubleshoots, and Enlightens Customers on Software Functioning• Dealt mostly with North American customers• Stipulated sales of subsidiary products & serviceUsed CRONTAB tool for scheduling the job and monitor the alerts.• Multi- channel support (phone, chat, portal/web, remote assist) L1 to L3 troubleshooting/resolution• Services sales and payment acceptance/processing• Complete technology infrastructure (CRM, chat engine, remote assist tools, support Automation toolkit, testing etc.)• Marketing support and campaign management, reporting and analytics• Telephonic marketing of new products.• Handling all technical queries of Symantec Product• Provide quality customer service on every call.• Communicate clearly and effectively with customers.• Promote good listening skills.• Manage length of calls.• Recognizing and managing assertive customer calls.• Handle irate customers, communicate company policy and provide alternative approaches to resolve customer issues.• Maintaining exceptional standards of customer service. Show less

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  IBM

  Jan 2013 - Feb 2016

  Application Support Analyst

  • Good knowledge in Report Generation & Verification.• Reporting (Weekly, Monthly, quarterly status reports) Status reporting to both customer and management• Involved in Process improvement activities to reduce the end to end operational timeline. • Involved in Incident Management, Problem Management, Change Management and Release Management. • Basic level technicality of Monitoring, Restarting components, Supporting 24/7. • Client Communication (through e-mails, On call)• Exposure to ITIL-V3• Ability to interact with clients and hosting bridge• Well acquainted with Software Development Life Cycle.• Fast Learner and Inherent capability to understand and grasp the functioning and Technical aspect of the products offered and giving maximum out of it.• Having excellent analytical skills with good communication and self-organizing skills. Assertive, self-starter, diligent and a committed team player. • Have positive orientation to expand present knowledge base and ability to adapt to new fields and situations with ease• Involving the Bridge calls to discuss and resolving the issues to meet SLA.• Sending SLA reports which contains Open and Closed issues and preparation of metrics, Reviewing metrics with SLA’s. Show less

• 

  Capgemini

  Mar 2016 - Aug 2021

  Information Technology Auditor
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  EY

  Aug 2021 - Dec 2023

  I’m happy to share that I’ve been promoted to Senior Consultant at EY!

  • Senior Consultant

    Aug 2023 - Dec 2023

  • Consultant

    Aug 2021 - Sept 2023
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  Deloitte

  Jan 2024 - now

  Deputy Manager