Ravi Kumar

Incident Management:

* Ticket Logging: Log and categorize incidents reported by covering issues with internet connectivity, internal tools, and customer applications.
* Problem Resolution: Efficiently address standard IT issues such as password resets, system access, and application problems.
* Escalation: Escalate unresolved issues to higher support levels for further investigation.
* Request Fulfillment: Managed service requests such as hardware setups, software installations, and account provisioning.
* User Account Management: Handled account setups, password resets, and access control for users.
* L1 Support: Conducted basic troubleshooting for user access and system errors.
Technical Expertise
* Network Skills: Troubleshooting, IP addressing, wireless networking, routing protocols, and switching technologies.
* Security & Compliance: Network security, firewall administration, service level agreements.
* Diagnostics: Software diagnostics, ticketing systems, and root-cause analysis.
* Monitoring & Performance: Network monitoring, configuration management, and load balancing.
* Change Management: Facilitated updates and ensured minimal downtime during system changes.
Advanced Support and Analysis
* L2 and L3 Support: Provided in-depth analysis and resolution for complex network and application issues, including Virgin Media CRM and billing systems.
* Communication and Coordination: Maintained transparent communication with users, ensuring timely updates on incidents and service requests.
* Proactive Monitoring: Monitored IT systems to preemptively identify and address potential issues.
Documentation & Reporting: Maintained detailed incident records and contributed to knowledge base for service improvement

• Acknowledging and resolving customer queries
• Keeping records of customer interactions, transactions, comments, and complaints
• Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquiries
• Collaborated with team leaders to devise and implement solutions for issues and non-conformities
• Directed daily operations of departments, coordinating interdepartmental project activities
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
• Prioritized and organized tasks to efficiently accomplish service goals

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved

• Maintain a good relationship between customers and the company
• Provide detailed information about the products and services offered to the customers
• Communicate effectively with the customer support team
• Open and maintain customer account with all the desired account information
• Listen to customer complaints and provide adequate solutions for their problem via phone or email
• Propose potential products or services to top management to gather customer information and analyze customer needs
• Achieve given targets productively
• Train the junior staff on improving customer satisfaction
• Handle and manage surveys in regard to resolving customer service problems
• Keep the record of customers and follow-up with them on a timely basis for better customer experience