Summary
Overview
Work History
Education
Skills
Certification
Interests
constantly learning and growing through life
Timeline
Generic
Mohammed Anas Kalania

Mohammed Anas Kalania

Customer Service Executive
Mumbai,MH

Summary

Objective: Application for Suitable Job. Dear Sir / Madam, This is to introduce myself and to present my interest in becoming a part of your company. The enclosed resume will furnish you with information concerning my overall employment background, training, education and skills. My work abilities are backed up with experiences and knowledge. I assure you that I can successfully full fill any obligations requiring of any responsibility upon your company. In my previous job experience, I have performed my assignments with a high degree of skill and professionalism. My current objective is to obtain a position that will fully utilize my skills and offer an opportunity for continued professional growth. I believe in excellence and have always dedicated myself and my creative abilities to assure the successful accomplishment of any company goals. My positive attitude and willingness to give 100% makes me a valuable asset to any organization that would employ me. I am confident that my skills will be an asset and have a favorable impact in your organization. To become a successful person in life, and excel in all modes of Work and life.

Overview

1
1
Certification
6
6
years of post-secondary education
6
6
years of professional experience

Work History

Global Service Desk

Allied Digital Services Limited
Mumbai , Maharashtra
12.2022 - Current
  • Worked for leading media company in USA, working for GSD (Global Service Desk)
  • I provide support to internal employees with software, hardware & server issues.
  • Worked on a third party ticketing system, used to attend calls, chat requests & emails with requests for assistance.
  • I also diverted or channeled tickets to correct team, Followup on tickets if issue is resolved or not.
  • Recording details for resolution of new issue, and cascading resolution within team for future use.

Technical Support Associate

ConnectWise
Mumbai , India
04.2021 - 12.2022
  • Translated complex technical issues into digestible language for
    non-technical users.
  • Submitted service tickets for equipment maintenance requests.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Worked in blended process, responsible for chat,emails & remote support sessions.

Senior Process Executive

Cognizant Technology Solutions PVT. LTD.
Mumbai, Maharashtra
03.2019 - 12.2020
  • Customer Support L1 Agentfrom 19th March 2018 - 24th December 2020.
  • Recommended products to customers and suggested other options if preferred product was unavailable.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Educated customers on company systems, form completion, and access to services.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
  • Responded proactively and positively to rapid change.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Sought ways to improve processes and services provided.

Troubleshooter

Private
Mumbai, Maharashtra
02.2015 - 01.2018
  • Conferred with customers to determine nature of malfunctions.
  • Reassembled and tested equipment after repairs.
  • Maintained equipment service records.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Linked computers to network and peripheral equipment, including printers and scanners.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Alleviated hardware and software issues affecting computers and language labs, resulting in improved relationships with training departments and schools.
  • Configured hardware, devices and software to set up work stations for employees.
  • Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff.
  • Helped streamline repair processes and update procedures for support action consistency.

Education

Bachelor of Science - Information Technology

Wilson College
Mumbai
06.2012 - 08.2015

Associate of Science - Science Education

Wilson College
Mumbai
05.2007 - 02.2009

High School Diploma -

S. T . Mary`s High School (SSC)
Mumbai
06.1995 - 06.2007

Skills

    Open to learn and grow as needed

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Certification

Conmputer Hardware & Trouble shooting Training - 6 Months

Interests

To grow and learn in all aspects and fields

Research on all topics for solution of issue

Reading technical blogs

Love to explore places

Love talking to people

constantly learning and growing through life

learned computer hardware form CMS Institute, when used these skills in real life learnt there is lot more to learn. Continued research as new situation and issues appeared and took guidance from more experienced and educated people in the same industry, gave solution for the same. Later in life i got an opportunity to work with cognizant as customer support associate, learned how teams function in corporate, learnt new ways of communication, email writing, assertive speaking, botel-necking questions, handling Irate customers, Understanding rules and regulation, learnt escalation matrix, multi team co-ordination, to be punctual and timely, keep good work hygiene, professional behavior, becoming a good listener, analyze situations for solutions, calls Etiquette, and hunger to learn even further to improve my self & my work performance.

With this i would like to say I will be an asset to your company work force.

Timeline

Global Service Desk

Allied Digital Services Limited
12.2022 - Current

Technical Support Associate

ConnectWise
04.2021 - 12.2022

Senior Process Executive

Cognizant Technology Solutions PVT. LTD.
03.2019 - 12.2020

Troubleshooter

Private
02.2015 - 01.2018

Bachelor of Science - Information Technology

Wilson College
06.2012 - 08.2015

Conmputer Hardware & Trouble shooting Training - 6 Months

03-2010

Associate of Science - Science Education

Wilson College
05.2007 - 02.2009

High School Diploma -

S. T . Mary`s High School (SSC)
06.1995 - 06.2007
Mohammed Anas KalaniaCustomer Service Executive