Sachin Suresh Shinde

Summary of Work Profile:

• Weekly Service review call with customer
• Leading service review call with customer, to ensure service delivery is smooth and which also helps maintain customer trust.
• Managing SLA.
• Ensuring engineers respond to customer service requests within time and provide solutions within SLA. If there are any SLA breaches, then provide explanation for the same.
• Technical escalation management.
• Responsible for managing technical escalation of products like CMS, CM, SMGR, SBEC and AES
• Solution designing
• Delivering Solution as per the customer requirement.
• Product Testing and Problem Replication.
• Responsible for product testing and problem replication and preparation of log detail for developer team to fix the bug or escalated issue.
• Maintaining knowledge base.
• Creating knowledge base articles and doing assessment of KB article and providing feedback to improve quality of knowledge articles
• Training management.
• Assessment of team member skill and delivering or arranging training for them
• Hiring management.
• Resume scanning and taking interview.
• Managing DAY2 handoff from project team
• Taking handoff from project team, ensuring there is no pending work from project team which will lead to any service related issue.
• Primary responsible of critical accounts like Bosch, Lloyds Bank, DELL, Morgan Stanley, EBAY, Paypal, Teleperormance, Bank of America. Citi bank etc.

Summary of Work Profile:

• Maintenance and troubleshooting of Contact Center Voice infrastructure.
• Team Lead for L2 support.
• Maintaining SLA and leading weekly service review calls for voice operations.
• Following ITIL norms for better functionality of business

Summary of Work Profile:

• Dedicated Engineer for 40 accounts which include small, medium and large enterprises and call centers.
• Site audit and account review completed with customer to improve services response and to improve uptime with help of Proactive firmware/Patch upgrade, Health checkup.

Summary of Work Profile:

• Planning, implementation, maintenance, and support of Contact Center infrastructure (CM, AES, CMS, Nice and Audix)
• Create and implement Change Requests and Emergency Change Requests.
• Ticketing Tools
• Service now
• Siebel