Mohit Kumar

Experience

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  IDMD Studio

  Feb 2013 - Oct 2014

  Technical Support Associate

  Apply existing technical skills to troubleshoot technical issues like -- Networkconnectivity, IE, MS Office, MS Outlook, VPN, E-mail using remote desktopconnection.Assist users related to login and password resets, issues related to wireless/Wi-Fiand other OS related issuesSet up a bridge line and escalate critical issues to the Tech support groups/oncall engineers/next level team if the issue is out of our limits or scope.Perform responsibilities of creating reports and ensure accurate shift handoverto next shift team.Determining the best support options which may include personal ownershipuntil the completion of the case, requesting external support and followappropriate escalation path if the issue is out of our limits or scope.Give prompt response and guiding them in methods and techniques andexplaining them about the malfunctioning of a particular device or a system.Resolution of call within SLA.Providing Desktop and Network support. This includes Installing, configuring &administering WindowsXP, 2000 professional, Windows 2000/Windows 2003 server. Creating UserAccounts, Configuring User Profiles. Show less

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  Convergys Intelligent Contact

  Nov 2014 - Aug 2016

  Escalation NOC Engineer

  Act as a first point of contact on all technical, procedural, and process relatedqueriesResponds to monitoring alerts, performs troubleshooting to resolve networkincidents, and escalates complex issues to the back-end engineering teamCoordinating with other teams such as monitoring team, backup team, hardwareteam, Storage, firewall team etc. to ensure proper operationEscalation of Alarms and Health Check deviations to respective teams and firstlevel troubleshooting as per the alarm and deviationAnalyze, Acknowledge & record each and every alert and escalate critical issuesaccording to procedures and co-ordinate with support groups in the problemrecoveryInitiating a bridge call for all Sev-1 and Sev-2 critical issues and involving all theservice/Incident management teams and resolver groupsWorking on ITIL based processes using Standard Operation procedures. EnsureQuality processes are followed as per the stated guidelines by the Customer. Show less

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  Orange

  Mar 2017 - Jun 2021

  Service Management Sepcialist
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  Orange Business Services

  Mar 2017 - Jun 2021

  Handover to Operations and Service Analyst

  To make sure smooth transition from billing to Operations of Customer'sdevices.To analyze the operations of Multiple Customer’s network and to produce reporton Quality of ServiceTo work on improvement plans with DCSC/CSM/VPO areas to incorporate in theService Improvement Program as well as address Service Improvement Planactions internally that have been agreed with CSM.Maintaining Inventory for all Customer devices and kept updated on daily basis.To account for compliance with Service Level Agreements (SLA) and providefeedback to Primary CSMRespond to Customer inquiries, via ticketing system as well as email and directphone CallsTo support the CSM by advising planned maintenance and how this would affectthe supported CustomerTo maintain the customer documentation fully updated in the orange tools(GCDR, GINI, Sesam, Gold, Fileade etc)Proactively work on data integrity issues for the assigned CustomersRecommending Capacity utilization to the Customer on monthly basisTo have regular Interlock calls with Account Stakeholders to share Accountprogress or any changes. Show less

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  Sun Life

  Jun 2021 - Oct 2021

  Project Analyst
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  HCL Technologies

  Oct 2021 - Dec 2021

  Technical Specialist
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  Orange Business Services

  Dec 2021 - now

  Customer Success Manager