Y. Sai
Escalation Manager
Hyderabad
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Escalations Manager
NetEnrich Technologies Pvt Ltd
Bhimavaram
07.2021 - Current
- Trained customers on product usage for increased brand loyalty.
- Identified and reported trends in customer complaints to improve products and prevent future complaints.
- Up-sold and cross-sold products and services by promoting additional options to increase sales and revenue.
- Escalated customer issues to management for appropriate action to be taken.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
- Provided feedback on product or service improvements to better meet customer needs and expectations.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Launched quality assurance practices for each phase of development
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Defined clear targets and objectives and communicated to other team members.
- Established team priorities, maintained schedules and monitored performance.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Assisted in organizing and overseeing assignments to drive operational excellence.
IT Senior Analyst
NetEnrich Technologies Pvt Ltd
Bhimavaram
01.2018 - 06.2021
- Improved systems with addition of new features and infrastructure.
- Monitored employee tasks to gauge business functions and inefficiencies.
- Reviewed technical work of consultants and third-party support providers.
- Organized system operating procedures to strengthen controls.
- Assessed business requirements to create focused solutions.
- Participated in internal audits regarding quality management system.
- Researched and adopted new technologies to add value to existing offerings.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
Desktop Administrator
12.2012 - 01.2014
- Installing and Troubleshooting Windows XP, Windows Server 2003
- Creating and managing user accounts and groups
- Creating users and their respective Home folders and assigning rights and Permissions,group
- Diagnosing and resolving problems in hardware and software
- Installing OS, all associated applications and additional software required by the users
- Configuring the Microsoft outlook & troubleshooting the various associated problems
- Backup and Restore of Mail Box in Outlook
- Backup of user related data from their desktops
- Assembling all types of Pc’s
- Updating and upgrading technical specifications and requirements from time to time.
System Administrator
PCS TECHNOLOGIES PVT LTD, Cognizant Technology Solutions India Pvt Ltd, Microsoft
09.2011 - 11.2012
- Resolving the calls of Cognizant Technologies Service Desk by using BMC Remedy tool (GSD)
- Supporting IT infrastructure and resolve day-to-day Tickets on Priority within the mentioned SLA
- Attending Software and Hardware trouble shooting tickets
- Managing User accounts and Groups
- Troubleshooting issues related windows XP & Win7
- Configure, Support and troubleshoot and restore Microsoft Outlook 2003, 2007, 2010 Issues
- Performing manual backups, Mail id configuration in outlook express, MS Outlook
- Assigning rights to users, Backup and Recovery of the data
- Experience with remote connectivity tools like RDP & SCCM
- Troubleshooting & Maintenance of Lenovo, Dell (Lenovo OptiPlex 745,360 & 380 etc...) & COMPAQ PC/Compatibles & peripherals
- Installation of New desktops and laptops as per project requirement using SCCM( System Centre Configuration Manager)
- Inventory maintenance of desktops, laptops & Managing the hardware resource,
- Testing and helping in Video conferencing for projects
- Supporting users for any issues related to OS and Software Applications
- Joining a system in domain and delegating Administrator permissions
- Attending users call on helpdesk related to account lock out
- Preparing weekly and Monthly reports for troubleshooting tickets handled in BMC remedy tool
- Vendor coordination for Hardware issues (Desktop / Laptop)
- Technical Expertize
- Hardware
- Dell Workstations, Dell & Compaq Laptops, HP Workstations and Laptops
- Operating Systems
- Windows, Knowledge on Windows Server 2003
- Applications
- Active Directory 2003, Exchange 2003 & 2007, DNS/DHCP Administration, SCCM (System Centre Configuration Manager)
Education
B.TECH - Electronics And Computers Engineering
Sreenidhi Institute of Science And Technology Affiliated To JNTU
08.2008 - 06.2011
Diploma - Computers Engineering
SGM Govt Polytechnic, Affiliated to SBTET
01.2003 - 04.2006
Skills
Staff Management
Certification
ITIL V3
Timeline
Escalations Manager
NetEnrich Technologies Pvt Ltd
07.2021 - Current
IT Senior Analyst
NetEnrich Technologies Pvt Ltd
01.2018 - 06.2021
Desktop Administrator
12.2012 - 01.2014
System Administrator
PCS TECHNOLOGIES PVT LTD, Cognizant Technology Solutions India Pvt Ltd, Microsoft
09.2011 - 11.2012
B.TECH - Electronics And Computers Engineering
Sreenidhi Institute of Science And Technology Affiliated To JNTU
08.2008 - 06.2011
Diploma - Computers Engineering
SGM Govt Polytechnic, Affiliated to SBTET
01.2003 - 04.2006
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