Sakthivel Murugan R
Computer Hardware Engineer
Chennai,TN
Summary
Experienced Professional with a proven track record in providing exceptional technical support and customer service. Skilled in diagnosing and resolving complex hardware and software problems, as well as planning and implementing multiple network solution requirements. As a Functional Specialist, successfully supervised and motivated a team of 30 call center staff, implementing systems and scripts to efficiently manage incoming volume. Conducted interviews and recruited over 20 employees. Proficient in metrics management, consistently achieving high quality scores, improving training and development, and maintaining customer satisfaction levels. Instrumental in driving high performance and superior customer service, leading to successful COPC and ISO audits. A proactive team player with excellent communication and problem-solving skills. Ready to utilize my expertise and contribute to the success of an organization.
Overview
22
22
years of professional experience
Work History
Computer Hardware Service Engineer
Computer Galaxy
7 2008 - Current
- Servicing Multiband Laptops in chip level
- Diagnosing and resolving complex hardware and software problems
- Planning and implementation of multiple network solution requirements
- Provided technical support and customer service
- Participated in client related meetings and calls.
Functional Specialist - Quality
Sutherland Global Services
09.2005 - 06.2008
- Supervised and motivated 30 staff of call center, as a Functional Specialist
- Provided technical support and customer service excellence on ISP system
- Implemented a system and scripts to aid the efficient management of incoming volume
- Conducted interviews for recruiting over than 20 employees
- Got transferred to Kochi to complete the Process Transition completely
- Participated in client related meetings and calls
- Coordinating with the Client and updating the team accordingly
- Metrics management - Quality Scores of the recruits, Multi Contact Percentage, Training & Development of New and Existing representatives
- Preparing and reporting the metrics assigned on a day-to-day basis
- Quality Representative - Technical support quality monitoring, Analysis and reports based on quality scores generated, one-on-one mentoring, coaching and weekly/daily huddle sessions
- Worked with the IROZ monitoring tools - Client tools including MUA Server, Portal and Client, Quality tool, Remedy environment
- Identifying weaknesses and mistakes affecting agent metrics and rectifying them through monitoring, coaching and feedbacks along with assessments to gauge them on the learning curve
- Been instrumental in maintaining and improving metrics assigned, though the process shifted base from Chennai to the Kochi center [April 2007]
- To Attend COPC & ISO Audits for Quality and Training
- Maintaining and Monitoring - CSAT (Customer Satisfaction Level), FCR (First contact Resolution) etc, detailed performance analysis report for above parameters
- Implement established transaction monitoring process effectively which shall ensure sampling plan adherence and MIP
- Driving the development of high performance and superior customer service
- Creating and team that supports client programs, service and products effectively
- Recruiting, developing/training, coaching, motivating, retaining and evaluating qualified staff
- Ensure service levels are satisfied by leading floor management and workflow distribution
- Maintaining talk/wrap time, service, data and both customer and client satisfaction levels.
Technical Support Engineer
Redington India Limited
05.2005 - 09.2005
- Diagnosing and resolving complex hardware and software problems for HP, IBM-Lenova, and Compaq Presario desktops/laptops
- Service and troubleshooting printers (laser, inkjet, dot matrix, and fax machine)
- Multi-user software and user access
- Back up of mails and files.
System Administrator
Maamallan Institute of Technology
09.2003 - 04.2005
- Set up Window 2003 Server
- Creates user account on the Windows 2003 server
- Lead or assist in the planning and implementation of multiple network solutions to fulfill their requirements
- Run backup three times a week
- Implementation of TCP/IP & related services DHCP/DNS/WINS
- Regularly perform hardware and software maintenance.
Computer Service Engineer
Datalogics India Private Limited
05.2002 - 09.2003
- Installation and troubleshooting for Macintosh Operating System
- Purchase Hardware and Software from different vendors.
Education
Graduation, Diploma ( Computer Technology ) -
Valliammai Polytechnic
Chennai05.2002
Class XII - Computer Science And Programming
JaiGopal Garodia National Higher Secondary School
East Tambaram, Chennai04.2000
Class X -
JaiGopal Garodia National Higher Secondary School
East Tambaram, Chennai04.1998
Skills
Laptop Repair
Personal Information
- Total Experience: 21 Years 5 Months
- Date of Birth: 05/23/81
- Gender: Male
- Marital Status: Married
Languages
Tamil
English
Timeline
Functional Specialist - Quality
Sutherland Global Services
09.2005 - 06.2008
Technical Support Engineer
Redington India Limited
05.2005 - 09.2005
System Administrator
Maamallan Institute of Technology
09.2003 - 04.2005
Computer Service Engineer
Datalogics India Private Limited
05.2002 - 09.2003
Computer Hardware Service Engineer
Computer Galaxy
7 2008 - Current
Graduation, Diploma ( Computer Technology ) -
Valliammai Polytechnic
Class XII - Computer Science And Programming
JaiGopal Garodia National Higher Secondary School
Class X -
JaiGopal Garodia National Higher Secondary School
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