Neeraj Pandey
Delhi
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
5
5
years of professional experience
Work History
Engineering Coordinator
TEAMLEASE SERVICES ltd
Delhi
11.2020 - Current
- Strategy Implementation
- · Maintain service level agreements while resolving customer’s service request.
- · Identify opportunities for network rehabilitation within the assigned territory.
- · Ensure compliance to quality and process standards
- · Ensure safety standards and protocols are followed within the assigned territory.
- 2. Installation and Fault Repair
- · Ensure resolution of service request as per defined timeline and service level agreement.
- · Identify and analyse fault cases to minimise repeat or re-open cases.
- · Responsible for Installation & Shifting performance across the job area and to drive defined KPI, whlie ensuring quality of installation & cost for installs
- · Drive reduction in overall open service requests and repeat and reopen orders to meet KPI targets. Drive Serve to Sell through engineers.
- · Manage escalation from internal/external customers related to the product.
- · Coordinate with local cable operators (LCOs) to provide timely support to the customers.
- · Coordinate with cross-functional teams to ensure faster installation and resolution.
- · Understand the Airtel work app leveraged by the engineers and wiremen.
- · Understand and resolve the challenges and issues faced by local cable operators (LCOs).
- 3. Reporting
- · Leverage the Airtel work platform to monitor the performance of the associates in the service.
- · Prepare documentation and report to showcase the productivity.
- · Conduct audit of the productivity within the target date.
- 4. Process Optimization
- · Identify ways to fasten the customer installation and fault repair process.
- · Responsible for QOS parameters related to TRAI, Regulatory & statutory compliance for the circle/Cluster
- · Carry out audit within target date and generate report
- 5. People Management
- · Work closely with the team for seamless execution of the tasks.
- · Coordination with cross functional teams CSD/NOC/O&M to provide faster resolutions
Technical Support Engineer
Tata teleservices business Ltd
Delhi
08.2019 - 11.2020
- Assisted users with password resets and account lockout resolutions.
- Configured, maintained, and monitored computer systems for optimal performance.
- Provided remote assistance to end-users when needed.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Monitored ticketing system queues for incoming requests from customers.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Provided real-time support via phone, email, and chat to address customer technical concerns.
- Trained end-users and internal staff on new technologies and system updates.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
Education
B.teche - Electrical, Electronics And Communications Engineering
Maharishi Dayanand University
Kablana Haryana 04-2024
Diploma - Electronics And Communications Engineering
Chhoturam Rural Institute of Technology
Delhi, DL07-2019
Skills
- Ms Excel
- Ms word
- Outlook
- FTTH SPLICING
- INSTALLATION AND FAULT REPAIR
- SLA MANAGEMENT
- AIRTEL WORK
Languages
English, Hindi
First Language
Timeline
Engineering Coordinator
TEAMLEASE SERVICES ltd
11.2020 - Current
Technical Support Engineer
Tata teleservices business Ltd
08.2019 - 11.2020
B.teche - Electrical, Electronics And Communications Engineering
Maharishi Dayanand University
Diploma - Electronics And Communications Engineering
Chhoturam Rural Institute of Technology