DEEPAK KUMAR .M.

GUPTA
Flat no.608, Building no.9, Wing -2, Maharashtra police federation quarter, Dadasaheb Gaikwad nagar, Mahada, Malwani, Malad West. Mumbai-95. Ph. : 91 97020 15315 E- mail : aslaan1807@gmail.com

OBJECTIVES: To explore my potential for the accomplishment of organization goal as well as achieve excellence in the field in which am involved. To achieve personal and professional goals, knowledge from the respective concern to whom I work. PROFILES SUMMARY : I am a Graduate and Seven years of hands on experience in International BPO. WORK SUMMARY : 1. Organisation : Hutchison 3 Global services, Mumbai, India Duration : Dec.-2011 to Feb.-2013 Designation : FL coach Process : Vodafone Aus (BBME). Process Details : Providing end to end resolution to the Australian customers over phone regarding their phone and wifi products. Supporting all issues related to phones like Blackberry, I-pad, Iphone, and other smart phone in the market. Troubleshooting about their Data Backup, Connecting to Mobile Data, Account related queries, Resetting Phone etc. Related to WIFI Products like Pocket WIFI provided by Vodafone, helping them to connecting to Internet in Phones, Pcs (Win x p, Vista, Win 7, Win 8), Mac/ Os10, and the other latest versions of Mac Os. Responsibilities : Coaching the front line agents batch by batch. Supporting the team members in all aspects to work as a team. Grooving them by providing necessary knowledge and feedback. Encouraging and motivating them in professional and personal life. Monitoring their calls and Performance evaluation on monthly and quarterly. CSAT, NPS, Non-NPS, FCR, Non-FCR, and QR analysis are done by me of my team and discuss them individually on weekly basis. Finding the BQ on quarterly basis and supporting them with adequate training. ACHIEVEMENTS: Won Best Team Coach Awards for Two quarters. (Jul -Sep12 and Oct- Dec12) Nominated twice as best Team Coach in OZcare and Magic Awards.

2. Organisation Duration Designation Process Process Details : Microsoft : Providing end to end resolution to US customers over Phone regarding their PCs and other Software they bought though Microsoft. Supporting all issues with OS (Win XP, Vista, Win 7) like Boot issues , Application issues, Internet issues, and Microsoft Apps like Outlook and Security Softwares, Configuring E-mail in outlook of different ISPs helping them in data backup, Installation, Re installation, Upgrade of OS and other applications. Helping them in creating in Home Network in Small Office and Home. AT&T : Selling contracts to US customers, Troubleshooting Internet related issues, Connecting computers within a LAN Network, helping them with the applications which was sold by AT&T (Security Software Configuration). DELL: Selling contracts and third party Applications to the DELL customers from US. Providing Technical Assistance in all aspects of OS (Win XP, Vista, Win 7- OEM version ) and applications sold by DELL. Handling Computer issues with OS (Installation, Upgrade, Re-installation). Internet (Connecting to internet, Wired and Wireless), Network (Connecting PCs to LAN), Data Backup and Restore, E-mail configuration of different ISPs etc. Responsibilities : Handling a Resolution Experts (REX) team as an acting TL. Providing Technical support and sufficient training to the Team & L2s. Providing floor support and conducting training for the Other Teams on the Floor. Taking care of Case of Case Load management of the floor. Taking care of Site score (ORR) and as well as Team score of the floor. I was site Incharge for Resolution Rate. Generate weekly analysis on ORR & MPT and communicating with clients. Creating articles and training modules on new technology, Products, Process etc. Monitoring calls and Performance evaluations of my team in done in monthly and quarterly basis. Motivate them to achieve the process and their own individual targets. Keep them updated with their performance and provide effective feedback individually. : : : : Sutherland Global Services, Chennai, India Aug -2007 to Jul- 2011. Subject Matter Expert Microsoft (US), AT&T (US), DELL (US).

ACHIEVEMENTS: Won Lots of Bravo awards. Won Best SME awards on regular basis in all the process in which I was involved. Promoted as an Acting TL in Dell Solution Station Process.

3. Organization : SLASHSUPPORT INDIA PVT LTD., CHENNAI, INDIA. Duration : Mar-2006 to Jul-2007. Designation : Technical Support Executive. Process : Netgear (US & UK ). Process Details : Providing technical assistance to Netgear customers from US & UK. Troubleshooting with products like Routers, Switch, Hubs, Access points. Helping them in connecting to Internet and Creating LAN Networks at Home and Office. Providing end to end resolution on call (FCR). Responsibilities : Handled US customers calls. Providing Technical support about Routers, Switch, Hubs and other Wireless products of Netgear. EDUCATION QUALIFICATION: Sr no. 1 Courses Xth School/ College Passed out in %

Sri Renga Mariculation Hr.Sec school, Srirangam, Trichy, Tamilnadu-620006. Sri Renga Mariculation Hr.Sec school, Srirangam, Trichy, Tamilnadu-620006. St. Josephs College, Trichy, Tamilnadu620002.

Apr-98

60

H.S.C

Apr-2000

63

B.SC,Physics

Apr-2003

72

PERSONAL DETAILS: Date of Birth Nationality Sex Marital Status Fathers Name Languages Known Address for Communication : : : : : : : 7 December 1982 Indian Male Married R. Madhan Mohan Gupta English, Hindi, Tamil, Sanskrit. Flat no.608, Building no.9, Wing-2, Maharashtra Police Federation quarter, Dadasaheb Gaikwad nagar, Mahada, Malwani, Malad west. Mumbai, Maharashtra 400095. No.292, Sathara street, Srirangam, Trichy, Tamilnadu- 620 006. aslaan1807@gmail.com +91 9702015315. DECLARATION I hereby declare that all the above information are true to the best of my knowledge. Date : Place: (DEEPAK KUMAR .M. GUPTA)
th

Permanent Address

E-mail Phone no.

: :