Abhyuday Bhalerao

• Provide on call technical support for AT&T Fiber internet services.
• Schedule tech visit and follow up with tech.
• Perform various roles and responsibilities assigned by management.

• Provide Chat, Call, Email and ticketing system response to customers on Ecommerce SAAS platform.

• Design and implemented technical remote support process for US customers.
• Conduct training for new Joiners.
• Handle and lead team as active team leader.
• Handle and resolve escalated cases from L1 technicians.
• Schedule and call customers and upgrade Operating system to windows 10 on call.
• Handle Customer Service.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting

• Successfully created and launched Ecommerce website www.wirenaka.in.
• Creating demo store in open cart, Integrating and managing extensions using vqmod, (payment gateway, order processing, Logistics, order and shipment tracking).
• Installing and setting up ticketing system for website customer care & office internal purpose.
• Setting up local intranet website to maintain knowledgebase articles and prelaunch testing.
• Setup CCTV surveillance and access through internet on smart phone.
• Vendor coordination for server, desktop internet leased line and website hosting.
• Server Disaster recovery & restoration.
• Create, Import& Manage virtual servers using Hyper-V manager.
• Restore data using CA Arc serve backup software.

• Provide remote & chat support to Clients (USA, UK, and AUSTRALIA) for wide range of computer, network and internet related issues.
• Resolved issues and escalated problems with knowledgeable support and quality service
• Planned and implemented upgrades to system hardware and software.

• Provide remote & chat support to Clients (USA, UK, AUSTRALIA) for wide range of issues from desktop to server level, & also MAC issues and maintaining SLA.
• Conducting briefing for team to evaluate and help L1, & new L2 technicians to resolve issue more efficiently and professionally.
• Conducting inductions & training for new joiners, also handle team as SME (tech), team coach, & acting TL in their absence.
• Also was senior member of knowledge base team for internal use of company in order to provide quick resolution and reduce internet access and usage.

• Working on Aircel project for deployment of WiMAX.
• Accompany sales representative and explain technical details of WiMAX technology.
• Co-ordinate with backend team for feasibility to setup demo installation at prospective clients.
• Provide technical support to clients on call & on field.
• From February 2011 - November 2011 Backup Field Engineer.

Appointed as Onsite Engineer

Company Name - Future Generali Insurance India, Kapurbavadi, Thane

Duration- July 2008- December 2009.

Designation- System Administrator.

• Leading team of technicians to solve Computers, Printers, Network, VoIP, Software application, & Video conferencing issue
• Offered friendly and efficient service to customers, handled challenging situations with ease.

Achievements

• Demonstrated skills to deploy offline website (offline SIS and trained onsite team which resulted in company acquiring big project for deployment of offline website (offline SIS) on pan India level and lead team of technicians to south india for implementation of offline website (offline SIS.
• Successful operating system downgrade of 120 Lenovo laptops from vista 32bit to XP professional.
• Successfully migrated office setup from small to midrange in given timeframe.
• Windows 7 trial version installation at clients all over mumbai
• Installed and Configured 200 laptops as per clients requirements.

• Assembling custom made servers.
• Provided knowledgeable service and support for on site & remote support to 300 branches located all over India.
• Scheduling and restoration of SQL & Ntbackup.
• Co-ordinate with HCL VSAT, TATA & ISP for smooth performance of Internet leased line services.