Aswini Kumar Vemuri
Vijayawada
Summary
Proactive professional seeking to thrive in a dynamic and competitive industry, eager to undertake challenging assignments that will enable individual fulfillment and foster professional advancement.
Overview
16
16
years of professional experience
Work History
Associate Consultant - Service Coordinator / Duty Coordinator
Tata Consultancy Services Private Limited (TCSL)
05.2021 - Current
- Role: Service Coordinator / Duty Coordinator (Escalation Desk) / Incident Management.
- Job profile:
- Currently working as an operations lead / Escalation Manager with one of the leading Boots UK Limited which is a British health and beauty retailer and pharmacy chain that operates in the United Kingdom & Ireland.
- As a Service Coordinator my job role involves overlooking and facilitating the delivery of services acting as a liaison between clients and service providers.
- Need to ensure smooth operations, coordinate with the necessary support groups as and when required and resolve any issues that may arise during the service process. Act as the point of contact for clients and the service team, ensuring efficient and effective service delivery.
- Receive and resolve customers’ or clients' complaints.
- Receive and answer customers’ or clients' questions.
- Document interactions with customers or clients.
- Assigning client’s needs.
- Pointing clients towards services, resources and providers that can fulfill their needs.
- Explaining to clients how our solutions can resolve their pain points.
- Resolving issues that arise concerning the delivery of our services.
- Answering DC escalation phone calls and emails.
- Maintaining and tracking clients' service records.
- Staying current on new services and support involved for smooth operations.
- Evaluating our services and helping to identify areas of improvement.
- Monitor the services being provided and stay up to date on any services being introduced or discontinued.
- Engaged in performance improvement plans for selecting individuals. Responsible for quality audit and provide feedback to the team.
- Create knowledge base articles for training, troubleshooting and transition of business services.
Senior Engineer
GAVS Technologies Private Limited
07.2015 - 04.2021
- Client Support-International Voice Process - IT Helpdesk/Service Desk – Bronxcare Health System (Previously Bronx Lebanon Hospital Centre)
- Resolving Infrastructure issues over phone and remote sessions.
- Resolving basic application issues.
- Routing out of scope calls to respective team.
- Handling Change Requests & Preparing Shift Schedules.
- Creating Incidents and follow up incidents, addressing and updating Voice mails.
- Server and Network Monitoring & Helping new members in the team.
Technical Product Support Officer
Symantec Software Services India Pvt Ltd
06.2012 - 07.2015
- Responsible for answering customer calls regarding technical issues related to Security Software installed on the computer.
- Troubleshooting the problems when the Security installed on the computer fails to function or work properly.
- Solving the issues for the customers on end to end basis.
- On Call Support and Remote Access Support.
- Providing Product related technical support on calls.
- Individual Contributor and Support to others.
Technical Support Executive
Sutherland Global Services
01.2011 - 05.2012
- International Voice Process- Handling and resolving technical support issues of home user’s problems related to virus and spyware removal.
- Scan Entire computer to find existing Threats.
- Remove all the Threats Effectively.
- To make sure certain malware, spyware, adware and viruses removed completely.
- Installation and update of the antivirus software to optimize customers PC security.
- Freeing up space on your PC for better processing and program execution, PC optimization for better speed and performance.
- To configure the computer to stay immune from future infections.
Technical Support Officer
HCL BPO Services
01.2010 - 09.2010
- Configuring wired and wireless modems.
- Troubleshooting Internet Connections.
- Basic router configurations for Linksys, Netgear, Belkin, Dlink.
- Basic wireless configuration for Linksys router
- Responsible for taking escalated calls
- Troubleshoot 3rd party modems on special customer request.
- Supported customers in WLR3
Education
M.Sc. - Electronics
Ponnaiyah Ramajayam College
01.2005
B.Sc - Electronics
P.B. Siddhartha College of Arts and Science
01.2003
Higher Secondary Examination - undefined
S.K.M Memorial Junior College
01.2000
Secondary School Examination - undefined
Aditya High School
01.1998
Skills
- Applications: MS Office (Word, Excel, PowerPoint, Outlook)
- Technical Support: Installation, Configuration & Troubleshooting of Hardware & Software
- Problem-solving
- Quality assurance
- Planning and execution
- Cost analysis
- Process analysis
- Attention to detail
- Time management
- Clear communication
- Multitasking and organization
- Client relationship management
- Collaborative teamwork
Timeline
Associate Consultant - Service Coordinator / Duty Coordinator
Tata Consultancy Services Private Limited (TCSL)
05.2021 - Current
Senior Engineer
GAVS Technologies Private Limited
07.2015 - 04.2021
Technical Product Support Officer
Symantec Software Services India Pvt Ltd
06.2012 - 07.2015
Technical Support Executive
Sutherland Global Services
01.2011 - 05.2012
Technical Support Officer
HCL BPO Services
01.2010 - 09.2010
B.Sc - Electronics
P.B. Siddhartha College of Arts and Science
Higher Secondary Examination - undefined
S.K.M Memorial Junior College
Secondary School Examination - undefined
Aditya High School
M.Sc. - Electronics
Ponnaiyah Ramajayam College
References
REFERENCES AVAILABLE UPON REQUEST
Disclaimer
I hereby declare that the above written are true to the best of my knowledge and belief. Date: Place: Chennai Aswini Kumar Vemuri
STRENGHTS
- Very good learner, self-motivated with positive attitude.
- Strong communication and interpersonal skill.
- Result oriented, strong will power and better planning and coordination.
- Enthusiasm to learn new concepts/practices.
- Ability to work in multicultural, multinational environments, in positions where communication is important and situations where teamwork is essential
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