VINIT SINGH

• Responsible to handle all tickets (Client Query) which come through helpdesk & through e-Mails.

• Identified trends in client requests and helped management get ahead of ongoing problems.
• Recognized escalation needs and connected customers with advanced support staff.
• Partnered with Technical Team, operations and field service teams to coordinate solutions.
• Manage and strengthen Client Relationship, I initiate the ops connect with each client to understand their query apart from their regular issues on monthly basis.
• Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.

Tools/Software’s Used: ShopR360, Team Viewer, Manage Engine & Service Desk, MS Office, Putty, Remote Net Backup/Schedule Backup:

· ShopR360: Company’s Inbuilt Tool using (.NET framework)

· Team Viewer: Remote Access tool (Configuring & Installing Builds) via remote access.

· Manage Engine & Service Desk: Managing Service Desk for Client Queries and complaints.

· Remote Net Backup/Schedule Backup: Configuring mentioned software’s that are used to download data from the DVR and to get processed in the required format.

· Ispy/Eyeliner: These application were used to record live data.

· MS Office : Generating weekly and monthly reports of client data. To pursue client level issues accordingly.

Products Used: Intel and I ball Sticks, DVR’s, Sensors, PI devices.

· Intel/I ball Sticks: Micro Desktops to process all the data, videos, and resolve issues due to its hassle free access nature the client’s work was not interrupted.

· Sensors: TP Link, Raspberry PI Using sensors for various cases E.g.: Capturing MAC ID’s for the customer counts, updating that with our own firmware and monitoring them if they are working as per our expectations.

· DVR : Configuring and monitoring the DVR with analogue/Digital camera

· PI device: Company’s Own device with an IP Cam + Sensors to capture videos and making India Level Store cost conversions.

• I was Responsible to handle various escalations over phone or through mail, also providing troubleshooting over phone.

• I had provided first Level1 (L1) & Level 2 support over call or through mail to merchant regarding any technical issue that merchant is facing with Pine labs EDC(card swiping) machine.

• I had worked at so many software like payment controller,TRM,CRM,ZIMBRA,Outlook, & KWOK simultaneously

• I had worked on a project called Philips personal care & Home appliance as a apprentice trainee.
• i had work in customer support and service department & leant operational work on Sales force CRM.
• I used to explain about product functioning and troubleshooting steps to our customers and help them to use product smoothly.
• I used to registered their query & complaint on sales force CRM Tools.