Profileimage by Paul Jagadish System Support Engineer, Senior associate from Chennai

Paul Jagadish

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Last update: 06.09.2022

System Support Engineer, Senior associate

Graduation: not provided
Hourly-/Daily rates: show
Languages: Arabic (Native or Bilingual) | English (Limited professional)

Skills

FLA, SQL, NET, database, call flow, Symantec, Outlook Express, MS Outlook & Entourage, Mac, Microsoft Office (2003, 2007, 2010, 2013 & 2016), Operating System, Windows XP, Vista, Windows 7, Windows 8, Windows 10, MAC OS, CRM troubleshooting, Microsoft Certified Professional, WebEx, windows/Mac systems, Nebula

Project history

04/2016 - 10/2020
Senior Consultant
Sutherland Global Service
till date Sutherland Global Service, Chennai, Tamil nadu

* Handling escalation calls.
* Provide technical assistance to FLA on issues starting from the
installation of the program, SQL & .NET, configuration of the
database (sharing or syncing over the network), Office
configuration and more.
* Manage shared access of the database hosted server.
database changes requested by the customer.
* Manage queue on handling call flow.
* Audit calls on regular basis and provide feedback to FLAs.
* Report issues to Development team with the program and features.
* Test the beta version of the program for any new upgrade or update
release.
* Monitored and managed staff performance to attain target metrics
both individually and team unit.
* Prioritized projects and project tasks depending upon key milestones
and deadline dates.
* Troubleshot issues by understanding issue, diagnosing root cause and
coming up with effective solutions.
* Supervised FLA on calls, identifying areas in need of improvement and
implementing plans to rectify issues.

07/2014 - 12/2015
System Support Engineer
Netsys Infotech
* Working on windows desktops & servers.
* Trouble shooting hardware & software issues.
* Maintaining asset records
* Installing OS & softwares
* Configuring and trouble shooting mails
* Trouble shooting hardware & software issues.
* Maintaining asset records.
* Installing OS & software..
* Worked effectively in both independent and team environments to
exceed IT goals.

09/2011 - 06/2014
System Engineer
PreMedia Global
* Working on window & MAC (10.3,10.4,10.5,10.6 & 10.7).
* Working with Symantec Endpoint Protection V12.1.4.
* Providing remote support for US customers.
* Providing solutions for different kind of hardware/software issues.
* Configuring & Trouble shooting Mail Clients like Outlook Express,
MS Outlook & Entourage, Live mail.
* Managing & Monitoring server 2003.
* Trouble shooting Hardware issues.
* Installing and troubleshooting OS and Software's for Windows and
Mac.

12/2010 - 07/2011
Dell Service Engineer
Nebula Computers
* Interacting with Dell customers.
* Trouble shooting Laptop and Desktop issues.
* Assembling and dissembling Laptop and Desktop.
* OS and software installation.
* Providing timely resolution based on SLA.
* Preparing Daily, weekly & monthly reports.

05/2009 - 12/2009
Executive
Perot Systems
* Verifying Insurance applications.
* Verifying additional applications.
* Checking that the customer meets all requirements.
* Capturing all required data's in system database.
* Sending mail to the customers for missing documents.

06/2007 - 04/2009
Junior Processor
Lason India Pvt Ltd
* Downloading documents.
* Entering required data into database.
* Verifying documents.
* Creating weekly report.
* Giving feedback for error documents.

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