H V Monish

Customer Support Representative, Project: United Parcel Service (Jun 22 - Dec 10, 2022).

• Furnishing the recruitment process for multiple driver positions for UPS, U.S.A.
• Maintaining multiple checklist databases of the candidates.
• Making 50 or more outbound calls for the interview process and other application-related queries.
• Taking 70+ inbound calls from candidates for interviews and other application-related queries.
• In-house and client-end application support.
• Creating ServiceNow and JIIRA tickets and timely resolving them.
• Coordinating with multiple teams for the timely resolution of issues related to candidate recruitment.
• Developed strong relationships with customers by providing helpful advice and support.
• Implemented process improvements for more efficient handling of customer queries.
• Collaborated with team members on projects aimed at improving customer satisfaction levels.
• Troubleshoot customer issues using remote access software tools.
• Implemented customer feedback mechanisms to improve service quality and efficiency.
• Collaborated with other departments to resolve customer issues quickly.
• Provided technical support to customers via phone and email.

Procurement Agent, Project: Philips 66 Oil & Gas Company (Dec 11, 2022 - Nov 11, 2023)

• Determining supply needs, and researching potential suppliers.
• Acting as a liaison and communicating pricing and performance needs to vendors and suppliers.
• Sourcing suppliers and testing product samples.
• Documenting the features and benefits of products and services.
• Preparing cost-benefit analysis reports for review by managers.
• Negotiating favorable procurement contracts with selected vendors and suppliers.
• Creating a PR for client material requirement at the site of multiple refineries, and creating a PO for the same through SAP S4 Hana.

• Analysis of trade discrepancies within reconciliations, and assign breaks to relevant middle office teams according to required SLAs.
• Expediting the resolution process by following up with the departments for an update on the assigned exception.
• Ensures that all Standard Operating Procedures are reviewed and updated regularly.
• Generating MIS reports, exporting the data into MS Excel, and distributing it among business lines without breaching the benchmark.
• Managing project operations, such as procurement of materials, vendor management, agreements, and contract management.
• Procurement of IT assets (hardware/software).
• Creating SO, PR, and PO for purchases and services th
• Furnishing purchases from start to end, i.e., tracking and chasing payments to vendors and keeping track of invoices.
• Installation, configuration, maintenance, and troubleshooting of operating systems like Windows XP, Windows Vista, Windows 7, Windows 8, and Windows 10.
• Installation and Configuration of Office 2007, Office 2010, and Office 2013.
• Handling installation troubleshooting of AutoCAD software and maintaining the database.

• Handling 50 or more calls daily, signing up new clients, and retrieving clients' data (U.S. & Canada).
• Product support to clients through calls.
• Troubleshooting, testing Android and iOS devices for application errors, and conducting product analysis remotely, while further assisting clients over calls.
• Handled multiple tasks to meet project deadlines.
• Work with System and Network Engineering to reset and troubleshoot throughout the client’s network.

• IT Helpdesk Support / Customer Support.
• BMC Ticketing Tool Assistance.
• Hardware asset and software license management.
• Procurement of IT assets (hardware/software).
• Vendor management (Negotiate, Purchase, Closure of Purchase).
• Mobilization of new IT infrastructure at new site offices.
• Installation, configuration, maintenance, and troubleshooting of operating systems like Windows XP, Windows Vista, Windows 7, and Windows 8.
• Installation and configuration of Office 2007, Office 2010, Office 2013, Microsoft Lync 2013, SAP, Dot Net, MS Outlook, Tally, VPN, Office Communicator, Web Sense, SCCM Client, Symantec EP Antivirus, and updating patches.
• Major routine work involves giving technical support to remote clients through messenger, telephone lines, or Office Communicator.
• Taking care of the video conferencing and audio-conferencing facility with the remote location, as per the user request.
• Taking care of Apple products, like iPads and Mac laptops, BlackBerry, as well as Windows mobiles and Android devices, to activate the corporate emails and troubleshoot.
• Taking care of tasks like updating Symantec, SCCM Client, removing infected machines, and updating the report.
• Handling installation troubleshooting of AutoCAD software and maintaining the database.

• Configuring modems, routers, and handling multiple tasks to meet project deadlines.
• Maintained LAN and supported all systems used to keep the business running.
• Work with System and Network Engineering to reset, resolve laptops and printer issues, and troubleshoot.
• Upgraded PCs that included new motherboards, RAM, hard drives, and other devices specified by the customer, installation, and configuration of all kinds of printers.
• Assembled, configured, installed, tested, and repaired computer hardware and software.