Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies and Interests
Languages
Personal Information
Disclaimer
Timeline
Generic

Manoj Kumar P

Banglore

Summary

Work in a challenging environment, using all my skills and efforts to explore technical and management fields, and also to seek an opportunity for continuous learning.

Overview

9
9
years of professional experience

Work History

Senior IT Analyst - SME

Infinite Computer Solutions
Bangalore
10.2022 - Current
  • Developed and lead a culture of quality, consistency, continuous improvement, and Teamwork
  • Organize training sessions for team members to know the latest and best practices in handling customer issues
  • Worked on improving SLA metrics and Quality of service provided to clients
  • Identified the top performers and created a level 1.5 group within the team to review the outgoing tickets to avoid escalations
  • Worked on creating a handbook and SOPs for tasks performed by the Team
  • Maintained the agent metrics, team performance data, call & tickets data from the project go live to present it on a need basis
  • Mentored new hires and shared feedbacks for continual improvement
  • Worked closely with ServiceNow developers during SNOW migration to Vancouver version for better performance
  • Tested and approved the changes to make sure there is no major impact in daily SD operations
  • Conducted daily Team meetings/ huddles to keep the team updated with changes and answer the process related queries
  • Part of the interview panel to conduct initial round interviews for Service Desk positions
  • Conducted Team-building activities to keep the team motivated and encouraged the team to share their ideas and work on it

Senior Gaming Support

Telligent
01.2019 - 01.2020
  • Handling US and UK players with resolving gameplay issues and game-related queries
  • Dealing with the network-related and console-related issues
  • Creating and updating knowledge base articles that will assist in delivering accurate resolutions
  • Research and develop fixes for common issues
  • Effectively handling both chats and emails simultaneously

Technical Support Representative

Pole To Win Private Limited
01.2016 - 01.2019
  • Handling US and UK players with resolving gameplay issues and game-related queries
  • Dealing with the network-related and console-related issues
  • Creating and updating knowledge base articles that will assist in delivering accurate resolutions
  • Research and develop fixes for common issues
  • Effectively handling both chats and emails simultaneously

Grade 5 Senior Helpdesk support L2

NTT Data Services
Bengaluru
  • Providing L2 support for issues routed to the RDSS along with the software deployment and configuration activities
  • Sending Daily SLA Reports
  • Training of new associates for the Worley Process
  • Major role during the Go Live of pilot processes within the Worley project (Chat/Call/Account Operations)
  • Scrub of tickets for Quality and Process parameters
  • Identifying process gaps and documenting the same for weekly huddles
  • Mentoring the L1 and L2 associates and providing guidance on how the best services can be offered

Education

MSC - Computers

Bharathiar University School of Distance Education
Tamil Nadu

BCA -

Rabindranath Tagore University
Bhopal

Intermediate -

Board of Intermediate Education

SSC -

Skills

  • Microsoft Office suite
  • Active Directory
  • Basics of ITIL
  • Customer Service
  • Management
  • Troubleshooting
  • Recruiting
  • Ticketing tools

Accomplishments

  • Best performer award in Pole To Win
  • Best Gaming support award
  • Received Star award for the best overall performance in quarter 3, FY 2020-21
  • Received Spot award for best performance in May 2023

Hobbies and Interests

  • Listening to music
  • Playing Games
  • Traveling

Languages

  • English
  • Telugu
  • Hindi
  • Tamil
  • Kannada

Personal Information

  • Date of Birth: 05/28/93
  • Gender: Male
  • Nationality: Indian

Disclaimer

  • I hereby declare that the above-furnished details are true to the best of my Knowledge.

Timeline

Senior IT Analyst - SME

Infinite Computer Solutions
10.2022 - Current

Senior Gaming Support

Telligent
01.2019 - 01.2020

Technical Support Representative

Pole To Win Private Limited
01.2016 - 01.2019

Grade 5 Senior Helpdesk support L2

NTT Data Services

MSC - Computers

Bharathiar University School of Distance Education

BCA -

Rabindranath Tagore University

Intermediate -

Board of Intermediate Education

SSC -

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Manoj Kumar P