UMESH BH
Bangalore
Summary
Passionate and experienced trainer with a focus on empowering clients. Skilled in designing personalized training programs, providing guidance, and fostering a supportive learning environment. Strong communicator with a motivational approach, committed to helping individuals to achieve their performance, and personal development goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Senior Associate (Process Trainer)
Transworld Systems India Private Limited
Bangalore
06.2020 - Current
- Conducted comprehensive training sessions encompassing classroom, on-the-job, and web-based formats to ensure thorough understanding of processes among employees.
- Maintained accurate records of all training activities, including attendance and evaluation results, ensuring compliance with organizational standards.
- Monitored trainee progress throughout their program, providing timely support and guidance as required for optimal learning outcomes.
- Created and updated detailed documentation related to process training activities, aiding in the continuous improvement of training materials.
- Offered constructive feedback to supervisors regarding employee performance, aligning it with the trained processes for enhanced efficiency.
- Provided initial training to new employees, serving as a mentor to support their smooth integration into production.
- Delivered direction and guidance to trainee associates on quality tasks, contributing to consistent high-quality output.
- Monitored performance metrics to assess the effectiveness of operational processes, identifying areas for improvement.
- Cultivated strong relationships with peers and senior management to foster collaboration and drive team success.
- Analyzed data and generated comprehensive assignment reports for senior management, facilitating informed decision-making.
Senior Associate
Altisource Business Solutions Pvt Ltd
Bangalore
07.2014 - 06.2020
- Analyzed documents received through verifier and process, ensuring accuracy and compliance with standards.
- Provided clear direction and guidance to junior associates on complex tasks, contributing to team efficiency.
- Managed team resources by assigning tasks, monitoring progress, and ensuring deadlines were met consistently.
- Played a key role in implementing new methodologies that significantly improved efficiency levels within the team.
- Demonstrated strong time management and prioritization skills, consistently meeting Service Level Agreements (SLAs).
- Created tickets on applications based on ticket priority, ensuring timely resolution of customer issues.
- Addressed customer queries raised during calls by creating tickets and providing timely assistance, resulting in improved customer satisfaction.
- Maintained open communication channels with customers and resolver groups, ensuring smooth progress on raised tickets.
- Took responsibility for resolving all inquiries, concerns, and complaints effectively, ensuring customer satisfaction.
- Built and maintained strong relationships with peers and upper management, contributing to team success and collaboration.
SA & D Coordinator
IBM
Bangalore
04.2010 - 05.2013
- Collaborated effectively within a team environment, escalating issues to senior management as necessary to maintain ownership and resolve customer queries promptly.
- Utilized creativity and analytical ability to understand product interrelationships and their impact on network functionality.
- Ensured strict adherence to department policies, including ISO processes, ITCS 300 guidelines, virus control, and clean desk policies, maintaining a secure and compliant work environment.
- Acted as the primary contact for escalations from LOB Service Managers, demonstrating proficiency in escalation management, SLA management, and outstanding ticket resolution.
- Managed time effectively to meet SLAs on problem updates and ACD targets, optimizing team performance and productivity.
- Demonstrated strong problem determination skills, recording accurate details on all incoming queries and problems for efficient resolution.
- Resolved routine customer problems promptly, contributing to high levels of customer satisfaction.
- Utilized Knowledge Transfer (KT) to assist new team members, facilitating their integration and knowledge acquisition.
- Played an active role in the induction of new staff members, contributing to team cohesion and productivity.
- Actively participated in initiatives to improve quality, contributing to ongoing process enhancements.
- Undertook internal and external training as required, continuously enhancing technical abilities and staying updated with industry trends.
- Ensured full commitment to customer Service Level Agreements (SLAs), prioritizing customer satisfaction and service excellence.
Technical Support Associate
Minacs
Bangalore
03.2005 - 04.2010
- Assisted customers in understanding products, components, and systems through technical demonstrations, enhancing their knowledge and usability.
- Set up and configured Wide Area Network (WAN) and Local Area Networks (LAN) using routers such as Airport Express and Airport Extreme, ensuring seamless network connectivity.
- Delivered local and remote Tier 1 IT support for hardware and software, resolving technical issues promptly and efficiently.
- Troubleshot hardware issues, collaborating with service providers to facilitate repairs and minimize downtime for end users.
- Demonstrated expertise in troubleshooting Apple products including MacBook, MacBook Pro, MacBook Air, and iPods, resolving issues and optimizing performance.
- Resolved issues related to network connectivity, printers, operating systems, applications, and other IT-related problems, ensuring smooth IT operations.
- Installed, configured, and troubleshot hardware and software applications for end users, enhancing system functionality and usability.
- Provided technical assistance to customers via phone, delivering prompt and effective solutions to their IT queries and concerns.
- Identified and resolved issues using the latest patches, releases, virus detection, and troubleshooting techniques, ensuring systems' security and stability.
- Assisted customers from the APAC region, providing tailored technical support and solutions based on regional requirements.
Technical Support Engineer
HP
Bangalore
01.2004 - 03.2005
- Provided technical support to customers via telephone and chat, resolving issues related to desktop and laptop computers (HP) such as Presarios and Pavilions, ensuring optimal performance and functionality.
- Assisted customers via telephone and chat, providing technical support for HP printers (All-in-one), troubleshooting issues, and ensuring smooth printing operations.
- Effectively troubleshooted and resolved hardware and software issues for customers, enhancing their overall experience and satisfaction.
- Managed customer queries via email and chat messaging systems, providing timely and accurate solutions to their IT-related concerns.
- Utilized the ticketing system to order printer cartridges for end users, ensuring seamless supply of consumables and uninterrupted printing services.
- Provided technical assistance and support to customers from the US region, addressing their specific IT needs and requirements.
MIS Support Executive
Reliance Petroleum Limited (RIL)
Bangalore
01.2003 - 12.2003
- Coordinated effectively with other departments to ensure the prompt resolution of customer complaints or requests, enhancing overall customer satisfaction.
- Actively participated in regular meetings with the management team, providing progress updates and discussing challenges encountered in day-to-day operations, contributing to effective problem-solving and decision-making processes.
- Demonstrated responsibility in maintaining an excellent working relationship with field officers, fostering collaboration and synergy across departments.
- Created comprehensive and detailed documentation of customer service interactions, utilizing a centralized database system for accurate record-keeping and information management.
Education
Master of Science - IT
KSOU
Mysore01-2005
Bachelor of Science -
National College
Bangalore10-1999
Skills
- Training and mentoring
- Timeline estimates
- Team Leadership
- Project coordination
- Production support
- Online training experience
- Process improvement
- Clear communication
- Performance evaluations
- Attention to detail
- Strong analytical skills
Certification
- GNIIT from NIIT
References
References available upon request.
Timeline
Senior Associate (Process Trainer)
Transworld Systems India Private Limited
06.2020 - Current
Senior Associate
Altisource Business Solutions Pvt Ltd
07.2014 - 06.2020
SA & D Coordinator
IBM
04.2010 - 05.2013
Technical Support Associate
Minacs
03.2005 - 04.2010
Technical Support Engineer
HP
01.2004 - 03.2005
MIS Support Executive
Reliance Petroleum Limited (RIL)
01.2003 - 12.2003
Master of Science - IT
KSOU
Bachelor of Science -
National College
- GNIIT from NIIT
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