Krishna Thapa
Consultant (Professional - II)
Gurgaon
Summary
12+ years of experience and specializing with Technical Support Operations. 1 year of experience in Capgemini Engineering (Formerly Altran) Currently pursing PGP in Cloud Computing Highlights Responsible for providing on demand Technical expertise to Cisco customer and Cisco TAC both Tier-1 & 2. Help Customer and Partners with the a good user experience. Manage a team and make sure all the KPIs are meet with a Good Customer Experience.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
CONSULTANT
CAPGEMINI ENGINEERING
Gurgaon
10.2020 - Current
- Provide leadership and guidance to the End User Support Team, ensuring professionalism and responsiveness, and that the right skillsets are in place
- Provide Assistance as a Cloud Collab TAC Tech Lead with Cisco WebEx Meeting issues to Tier -2 and Tier -1
- Managed a team
- Make sure SLAs, KPIs and Metrics are achieved
- Analyzing and providing thorough documentation regarding access, working and provisioning of WebEx teams and meetings architecture
- Managing escalation and severity issues affecting an entire site or organization who are utilizing WebEx for all communication and meetings
- Help Capture log, Analyzed the same and Escalate the Case to Engineering Team
- Take Realtime escalation for a P1 and P2 cases
- Engage Customer, Partner success manager for customer related issue that are non technical
- Engage Duty manager for global outage related issues.
- Analyses Case Details and share feedback to the case Engineer
Technical Support Engineer
Dell INTERNATIONAL SERVICES PVT LTD
Gurgaon
08.2011 - 10.2020
- Responsible for providing on demand Technical expertise to Technical Support Representatives to enable them in providing assistance to Existing Dell’s customers on below mentioned platforms:
- Microsoft Windows, Software Related Issues
- Level Two Support for Hardware Related Issues
- Providing Technical Support for addressing specific cases, issues over the telephone
- Escalations – Take real time escalations from customers to provide resolution
- Team Trainings – Taking trainings of the assigned team to enhance & upgrade their skills
- Formulating & implementing procedures for daily operations and internal reporting systems for monitoring productivity
- Managing MIS to top management and conducing auditing of various works done on the production Floor on a daily basis
- Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
- Creating & implementing workflows to facilitate structured support in all areas and issues
- Sending reports to top management and maintaining agreed SLA & thereby focusing on maximizing Customer Experience with the target of Zero Executive Escalation
- Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members
- Planning targets, monitoring them and ensuring achievement of overall targets on a daily, weekly & monthly basis
- Creating and sustaining an environment that fosters development opportunities and motivates high performance through effective management.
Technical Support Officer
Convergys India Services Pvt Ltd
Gurgaon
10.2009 - 12.2010
- As a T.S.O
- To provide Technical information and support related to Mobile phones to our customers as per the requirement & need
- Troubleshoot Customer’s Handsets Query
- Blackberry (BBM) Support
EMERGENCY MEDICAL TECHNICIAN
GVK, E.M.T
Shillong
10.2009 - 12.2010
- EMRI 108 -,
- Work as an emergency response group team on Field and at the call center
- Identify the criticality using triage method and provide immediate support
- Act as an interpreter between the Patience and Doctor
Education
BACHELOR OF SCIENCE - biotechnology
Northeastern Hill University
06.2006 - 07.2009
Post Graduate Program in Cloud Computing -
Simplilearn
Skills
Amazon Cloudundefined
Certification
V3 Foundation Certified in 2015
Personal Details
Father’s Name: Mr. Jit Bahadur Tha[a
Languages Known: English, Hindi & Nepali
Marital Status: Married
Gender: Male
Nationality: Indian
Timeline
AWS Solution Architect
09-2022
CONSULTANT
CAPGEMINI ENGINEERING
10.2020 - Current
V3 Foundation Certified in 2015
04-2015
Technical Support Engineer
Dell INTERNATIONAL SERVICES PVT LTD
08.2011 - 10.2020
EMERGENCY MEDICAL TECHNICIAN
GVK, E.M.T
10.2009 - 12.2010
Technical Support Officer
Convergys India Services Pvt Ltd
10.2009 - 12.2010
BACHELOR OF SCIENCE - biotechnology
Northeastern Hill University
06.2006 - 07.2009
Post Graduate Program in Cloud Computing -
Simplilearn
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