Lokesh Prasad Sanam

• Monitored operations and reviewed records and metrics to understand company performance.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
• Offered one-on-one support for team members and managers to drive continuous improvement.
• Identified key performance indicators and guided team members on refining procedures to improve outcomes.
• Coordinated with Managers in the area of improvement.
• Worked overtime to respond to emergencies and fix unsafe conditions.
• Maintained positive working relationship with fellow staff and management.
• Analyzed key performance indicators to identify effective strategies.

• Answered questions from customers that came in through the company's online Chat/ Call feature.
• Walked customers through online demonstrations to support better understanding of product features.
• Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures.
• Recognized and responded to client questions and concerns to improve quality of support procedures.
• Maintained understanding of company computer software, products and services.
• Volunteered to help with phone/ chat support to customers at times when the department was swamped with calls and messages.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Referred unresolved customer grievances to designated departments for further investigation.
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
• Evaluated performance of support staff and provided coaching to improve performance.
• Worked on Incidents and Interactions using ServiceNow tool.
• Sending reports to Hierarchy on Daily operations and Outages on timely basis.
• Acted SPOC(Single Point of Contact) to new joiners and guiding them with their trainings until they are in production.

Worked as a contractor role for Wells Fargo supporting Calls/ Chats from the internal customers.

• Answered questions from customers that came in through the company's online Chat/ Call feature.
• Walked customers through online demonstrations to support better understanding of product features.
• Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures.
• Recognized and responded to client questions and concerns to improve quality of support procedures.
• Maintained understanding of company computer software, products and services.
• Volunteered to help with phone/ chat support to customers at times when the department was swamped with calls and messages.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Referred unresolved customer grievances to designated departments for further investigation.
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
• Worked on Incidents and Interactions using Pac2000 and ServiceNow.
• Sending reports to Hierarchy on Daily operations and Outages on timely basis.

Alekas Solutions offers End to End IT Solutions to different organizations. It deals with IT Solutions like Backup Solutions, Server Solutions, Hardware Solutions, End point and Network Solutions, Etc.

• Offered technical assistance to clients to facilitate seamless installations and updates.
• Completed scheduled services and installations, preventive maintenance and calibration.
• Scheduled and coordinated software update and hardware replacements.
• Performed troubleshooting duties and provided server management expertise via remote and in-person interactions.
• Installation and Troubleshooting client issues like Backup Solutions, Security Solutions (Firewall, Antivirus, Email, etc).
• Assisted with implementation and management of quality assurance efforts.
• Identified resources needed to complete tasks, resolved issues with personnel and maintained deliverable estimates.
• Created presentations detailing actionable technical improvements to maximize resources.
• Kept production in line with company guidelines, compliance requirements and quality standards.
• Set and administered budgets alongside leadership staff.
• Maintained data asset register of hardware and software for expenditure accuracy.
• Provided technical support in root cause failure analysis for significant production issues and investigations.

VAM Techsol offers End to End IT Solutions to different organizations. It deals with IT Solutions like Backup Solutions, Server Solutions, Hardware Solutions, End point and Network Solutions, Etc.

• Interacted with clients and sales team to understand requirements, identify current pain points and design solutions to win business.
• Coached and developed pre-sales team to enhance product knowledge, develop technical acumen and build technical sales skills.
• Coordinated with sales and support teams and service resources to align solution design with customer business requirements.
• Monitored technical solutions and alerted sales and account teams to potential risks of deal closure.
• Offered technical and management proposal input and developed strategies to win potential contract opportunities.
• Collaborated with sales team to understand customer requirements, boost product sales and provide sales support.
• Provided training and product support for other members of sales team.
• Arranged demonstrations or equipment trials to persuade customers and drive sales.
• Discussed equipment needs with customers and engineers to determine system requirements.
• Recommended improvements to customers and demonstrated potential cost reductions and process improvements.
• Drafted, presented and responded to proposals for specific customer requirements with industry-specific solutions.
• Delivered samples and catalogs to prospective customers and provided information on product features, pricing and availability.
• Created sales or service contracts for customer review and acceptance.

• Managed, troubleshot, backed up and restored data, operating systems, files, documents and drivers to provide comprehensive systems management and support.
• Kept systems operating efficiently by performing necessary upgrades and repairs.
• Conducted basic troubleshooting to isolate and diagnose common system problems.
• Performed preventive maintenance and upgraded systems to improve network, system and data availability and integrity.
• Implemented inventory control measures to replenish and maintain IT equipment, supplies, tools and replacement parts.
• Diagnosed, troubleshoot and resolved hardware and system problems.