Mohit Verma

KNOWLEDGE, SKILLS & ABILITIES Proven people management and leadership skills Excellent communicator, both oral and written Strong problem solving and communication skills Love being the first line of support and troubleshooting issues Strong analytical skills to investigate and resolve customer support tickets Able to multi-task efficiently under time pressure Able to work with cutting edge technology and assimilate information rapidly Previous experience in managing customer focused teams Proven experience in managing a service and support focused team culture Hardworking Technical Support Manager reduces costs through Hardware procurement. Motivating leader effectively manages teams of up to Six using proactive communication and resourceful approach to problem-solving. Five -year track record of collaborating with senior management to implement company-wide policies.

• GurgaonProving L3 and L2 support in current organization. experience in VMware virtualization, Windows Server, Networking, and infrastructure management. Expertise in Windows 2008/2012 R2 server administration and active directory administration technical issues. Expertise in administering File servers and Print servers. and inventory Management, Servers management, Inventory management, Globally support from India, and 24 7 Support, managing all offices infrastructure, Licensing, Vendor management, team management, Vendor Payment management.
• Oversee the day-to-day operations of the Technical Support Team Act as a senior agent who will drive customer satisfaction through customer support Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions Act as a mentor and provide oversight, coaching, and training to technical support staff Be the point of contact when it comes to technical escalations Record and track team SLAs and workflows Provide support where needed for both internal and external customers. Clearly communicate escalated issues to Tier 3 and product managers as needed Manage and report on all incoming technical support inquiries On-board all new technical support team members Assist in the creation of the team KPIs as well as monitor and report on results Be actively involved with the operational delivery and UAT if required for new product and feature releases Monitor team performance and report on metrics Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner Work to create any relevant support material for the team Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents Implement any necessary preventive measures to reduce customer faults and issues Review all technical support related processes and documentation for continuous improvement Assist in the creation and implementation of customer self-service material and tools

Build a conference room manually with Microsoft teams collaborated.