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rishab kumar technical and Process trainer., E4e
 
rishab kumar's Profile
rishab kumar
technical and Process trainer., E4e
E4e
confidential
confidential
Bangalore, India
Toostep 
Professional summary
rishab kumar's Experience
Current :

technical and Process trainer., E4e
ITES / BPO / Customer Service

Working from 2010

Brief summary :

Training Trainees on core techncial support related computers, antivirus, installation, configure, trouble shoot and provide core support over the phone.

Previous :

Lead Technical, E4E Business Solutions.
Chennai.

Worked from 2010 to 2012

Brief summary :

Core Training on Windows Driver assigning and troubleshooting. CEH and its features. Training on Replication, Duplication and Manipulation of servers. Working on Virus Removal tools and clearing Quarantine. Experience Summary: Worked as a Lead Technical and Process Trainer at E4E Business Solutions. Chennai. From March- 2010 till 10-Dec-2010. My Responsibility: Train candidates on Technical and Process as per the clients needs. Designing and Maintaining the Training Schedule and Timing as per the needs. Regular reviews with the clients relate to the Process and updates. Client Interaction on a regular time interval. Managing the Team of Trainers and complete the Training as per the schedule. Quick response to the operations regards to the operational activities. Core knowledge in Client Handling and Process development. Generate and Maintain the training Plotter. Meet the SLA and provide the Growth to the company. Maintain the balance between the techs and the management and proceed the process in a smooth and refreshing way. Manage Attrition and Training in a simple way. Delivering the Core knowledge in Operating system, Hardware and all third-party Software support related to different brands of Computers and Symantec Products. Conducting regular Online Tests for the Operations Techs and giving them with necessary feedback and training. Conducting Refresher training to the on floor Techs on a regular time interval. Calibrating the Trainees on both Technical and Process and release them to the operations. Re-training the Uncertified candidates within the given time frame and assess them. Maintain low level certification rejects. Interactions with team members and clients for continual service improvement. Analysis on metrics to see for any process gaps and work on the same. Process Consultant - Define and streamline process based on ITIL norms Technical and Quality auditing on ticketing system. Provide value add sessions to the team and work upon the fault lying areas. Responsible for recruitment and training for people coming under service support. Data validation and analysis (RCA) Managing SLMs and Operational Metrics related to sales and Customer service. Training on Sales target achievement and tactics to convert customers in to sales. Iyogi and Symantec Certified Trainer. Experience Summary: Belmont School of Excellence- Trichy. Worked as Trainer from Sep-09 till March-2010. My Responsibility: Hardware and Network training. Handling Batches of Students and train them on Hardware and networking. Training the Students on Core knowledge about computers. Training the students on the technical and process of the client. Taking care about the Entire Training Process in a smooth and refreshing way. Maintaining the Agenda and Completing the Training Program at the given Time Training Agents on Telephone Etiquette, Call Taking Procedure etc Abbrachia E-Tech Pvt Ltd. Trichy. Worked as a Trainer/Team Leader . from June-2008-till April-09. My Contribution: Reviews on the Agents performance on a weekly basis. Maintaining the service Level. Proper communication with the client regarding the Process and the updates. Motivating the agents and get the work done. Maintain day-to-day operations and report as required. Ensure the team is focused on goals that will aid and assist the yearly corporate vision. Taking care about the Entire Training Process in a smooth and refreshing way. Handling Training on Technical and Process. I am Handling a Team of 20 Agents. And I was a Successful Team Leader in the Concern. Taking regular Training on the Support and the Process on floor. Handling Supervisor Escalations Outlier/Performance Management exposure Aggressive and target driven minded. Worked with the Operations Manager and the client to enrich the Process and growth to the company. Role and responsibility: Handling the team in an efficient way so that the Management and the agents are comfortable with the process and the Company. Taking Effective measures to bind the Agents and the Management in one steam Line. Calibrate the Techs on language, communication, Process and product. Ensuring that the team consistently deliver Service Level Targets. Ensuring that the team achieve the Quality targets consistently Ensuring that all technical resolutions provided by the techs are validated by the mentors/senior techs Ensuring that the backlogs are under control Ensuring that defined processes are adhered to appropriately without fail. Ensuring that the cases are escalated appropriately to the advanced techs on time as per the process.

Previous :

Lead Technical, E4E Business Solutions.
Chennai.

Worked from 2010 to 2011

Brief summary :

Core Training on Windows Driver assigning and troubleshooting. CEH and its features. Training on Replication, Duplication and Manipulation of servers. Working on Virus Removal tools and clearing Quarantine. Experience Summary: Worked as a Lead Technical and Process Trainer at E4E Business Solutions. Chennai. From March- 2010 till 10-Dec-2010. My Responsibility: Train candidates on Technical and Process as per the clients needs. Designing and Maintaining the Training Schedule and Timing as per the needs. Regular reviews with the clients relate to the Process and updates. Client Interaction on a regular time interval. Managing the Team of Trainers and complete the Training as per the schedule. Quick response to the operations regards to the operational activities. Core knowledge in Client Handling and Process development. Generate and Maintain the training Plotter. Meet the SLA and provide the Growth to the company. Maintain the balance between the techs and the management and proceed the process in a smooth and refreshing way. Manage Attrition and Training in a simple way. Delivering the Core knowledge in Operating system, Hardware and all third-party Software support related to different brands of Computers and Symantec Products. Conducting regular Online Tests for the Operations Techs and giving them with necessary feedback and training. Conducting Refresher training to the on floor Techs on a regular time interval. Calibrating the Trainees on both Technical and Process and release them to the operations. Re-training the Uncertified candidates within the given time frame and assess them. Maintain low level certification rejects. Interactions with team members and clients for continual service improvement. Analysis on metrics to see for any process gaps and work on the same. Process Consultant - Define and streamline process based on ITIL norms Technical and Quality auditing on ticketing system. Provide value add sessions to the team and work upon the fault lying areas. Responsible for recruitment and training for people coming under service support. Data validation and analysis (RCA) Managing SLMs and Operational Metrics related to sales and Customer service. Training on Sales target achievement and tactics to convert customers in to sales. Iyogi and Symantec Certified Trainer. Experience Summary: Belmont School of Excellence- Trichy. Worked as Trainer from Sep-09 till March-2010. My Responsibility: Hardware and Network training. Handling Batches of Students and train them on Hardware and networking. Training the Students on Core knowledge about computers. Training the students on the technical and process of the client. Taking care about the Entire Training Process in a smooth and refreshing way. Maintaining the Agenda and Completing the Training Program at the given Time Training Agents on Telephone Etiquette, Call Taking Procedure etc Abbrachia E-Tech Pvt Ltd. Trichy. Worked as a Trainer/Team Leader . from June-2008-till April-09. My Contribution: Reviews on the Agents performance on a weekly basis. Maintaining the service Level. Proper communication with the client regarding the Process and the updates. Motivating the agents and get the work done. Maintain day-to-day operations and report as required. Ensure the team is focused on goals that will aid and assist the yearly corporate vision. Taking care about the Entire Training Process in a smooth and refreshing way. Handling Training on Technical and Process. I am Handling a Team of 20 Agents. And I was a Successful Team Leader in the Concern. Taking regular Training on the Support and the Process on floor. Handling Supervisor Escalations Outlier/Performance Management exposure Aggressive and target driven minded. Worked with the Operations Manager and the client to enrich the Process and growth to the company. Role and responsibility: Handling the team in an efficient way so that the Management and the agents are comfortable with the process and the Company. Taking Effective measures to bind the Agents and the Management in one steam Line. Calibrate the Techs on language, communication, Process and product. Ensuring that the team consistently deliver Service Level Targets. Ensuring that the team achieve the Quality targets consistently Ensuring that all technical resolutions provided by the techs are validated by the mentors/senior techs Ensuring that the backlogs are under control Ensuring that defined processes are adhered to appropriately without fail. Ensuring that the cases are escalated appropriately to the advanced techs on time as per the process.

Previous :

Technical and Process Trainer, Belmont school of excellence
ITES / BPO / Customer Service

Worked from 2009 to 2010

Brief summary :

Training Students on Hardware and networking..

Previous :

Trainer/Team Lead, Abbrachia E-tech Pvt ltd
ITES / BPO / Customer Service

Worked from 2008 to 2009

Brief summary :

Training trainees on Tchnical and Handle the team..

Previous :

Sr Technical Support Exec, Sutherland Global Services
ITES / BPO / Customer Service

Worked from 2006 to 2008

Brief summary :

Techncially resolve Dell and Hp Customers Computer related issues over the phone..

Previous :

Sr Technical support executive, SUTHERLAND GLOBAL SERVICES Pvt Ltd
Chennai.
Brief summary :

Experience Summary: SUTHERLAND GLOBAL SERVICES Pvt Ltd, Chennai. Worked as a Sr Technical support executive in a contact center, supporting Desktops and Laptops. Program : DELL-CTS (Consumer Technical Support) Nov-07 to May-2008.

Previous :

EMEA Technical Support, Executive -
Brief summary :

HP-EMEA Technical Support Executive - Oct 2006 to Nov-2007 About the Program: These programs involve supporting American and United Kingdom domestic users of the DELL and HP products. (Desktops, Laptops and Media Centers) released till date. My Contribution: Subject Matter Expert and have been a part of 1st Level Research and Development Group for HP. Manage team and their metrics and ensure that the SLMs are met and work on solutions to drive the same. Attend yearly conference to discuss upcoming issue and teat new releases and work on the fix. Provide end user support and ensure customer satisfaction. Participation in PL - TTT (Product Line - Train the Trainer) sessions General IT and HP Business understanding Qualify and escalate unsolved cases to HP TEC team. In-depth product and HP Technology knowledge Usage of objective and fact based judgment Take case ownership on request by HP TEC. Perform testing and report results accordingly. Deliver fact based feedback and/or pro-actively inform the HP TEC Team on HP Technical issues. Provide HP Technical solutions and information to 1st and 2nd level support agents. Other Skill sets: Knowledge in all computing products and installation issues. Installation and fair knowledge of the operating systems (Win7,Win Vista, Win XP). Troubleshooting the issues related to software and hardware in computers. Resolving Internet issues, Virus issues and network related issues. Configuring Antivirus and other installation softwares and Routers to their gate way.

Previous :

Damro Furniture Pvt Ltd.
.Chennai
Brief summary :

Expertise in resolving Performance issues in computers. Experience Summary: Senior customer support officer: Damro Furniture Pvt Ltd.Chennai For 28 months. From: july-2004 to sep-2006

Previous :

Sr Technical support executive, SUTHERLAND GLOBAL SERVICES Pvt Ltd
Chennai.
Brief summary :

Experience Summary: SUTHERLAND GLOBAL SERVICES Pvt Ltd, Chennai. Worked as a Sr Technical support executive in a contact center, supporting Desktops and Laptops. Program : DELL-CTS (Consumer Technical Support) Nov-07 to May-2008.

Previous :

EMEA Technical Support, Executive -
Brief summary :

HP-EMEA Technical Support Executive - Oct 2006 to Nov-2007 About the Program: These programs involve supporting American and United Kingdom domestic users of the DELL and HP products. (Desktops, Laptops and Media Centers) released till date. My Contribution: Subject Matter Expert and have been a part of 1st Level Research and Development Group for HP. Manage team and their metrics and ensure that the SLMs are met and work on solutions to drive the same. Attend yearly conference to discuss upcoming issue and teat new releases and work on the fix. Provide end user support and ensure customer satisfaction. Participation in PL - TTT (Product Line - Train the Trainer) sessions General IT and HP Business understanding Qualify and escalate unsolved cases to HP TEC team. In-depth product and HP Technology knowledge Usage of objective and fact based judgment Take case ownership on request by HP TEC. Perform testing and report results accordingly. Deliver fact based feedback and/or pro-actively inform the HP TEC Team on HP Technical issues. Provide HP Technical solutions and information to 1st and 2nd level support agents. Other Skill sets: Knowledge in all computing products and installation issues. Installation and fair knowledge of the operating systems (Win7,Win Vista, Win XP). Troubleshooting the issues related to software and hardware in computers. Resolving Internet issues, Virus issues and network related issues. Configuring Antivirus and other installation softwares and Routers to their gate way.

Previous :

Damro Furniture Pvt Ltd.
.Chennai
Brief summary :

Expertise in resolving Performance issues in computers. Experience Summary: Senior customer support officer: Damro Furniture Pvt Ltd.Chennai For 28 months. From: july-2004 to sep-2006

rishab kumar's Education

NIIT
Diploma
India
From 2001 to 2001

Annamalai University
B.B.A
India
From 1997 to 2001
 
 
 
 
rishab's communities
HR Professionals
20207 members, 998 jobs, 1353 articles, 657 questions, 1357 debates, 633 idea contests.
Tech World
35988 members, 591 jobs, 1220 articles, 573 questions, 1499 debates, 422 idea contests.
Primetime News
7798 members, 72 jobs, 715 articles, 199 questions, 1594 debates, 380 idea contests.
rishab's contributions
Yes,coz,its not mandatory that you need to be educated to earn money, isn't it?
Atleast it gives out something which we need to know,but where will you search for god to ask ???
 
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