Customer Technical Support

Karan Mandal

Email: acb5yh@r.postjobfree.com

Contact: +91-740*******

Objective:

To serve an esteemed organization by holding a challenging and responsible

position through growth and opportunity with a vision to excel through hard

work and continuous learning of new systems and technologies and

implementing knowledge and skills.

Profile:

Work / Certification Location Role / Course Duration Additional

Information

247 Customer Pvt. Bangalore Interactive 8 months Customer and

Ltd. Social Media Technical Support

Advisor Representative

Aptech Computer Bangalore Java 5 months Core Java

Education Advanced Java

Qualifications:

Degree Institute Department Passing CGPA / %

Year

Bachelor of Sikkim Manipal Institute Informatio 2012 6.8 CGPA

Technology (B.TECH) of Technology, Sikkim n

Technology

XII - CBSE (AISSCE) Tashi Namgyal Senior PCMB 2006 73.4 %

Secondary School, Sikkim

X - CBSE (AISSE) Baha'i School, Tadong, _ 2004 78.4%

Sikkim

Performance in B.Tech (in GPA):

Sem 1 Sem 2 Sem 3 Sem4 Sem 5 Sem 6 Sem 7 Sem 8

Skills:

. C

. C++

. Core Java: basics, Multithreading, Exceptions, Collections, Swings,

JDBC

. Advanced Java: html, Servlets, Web.xml, JSP, Apache Tomcat,

Eclipse, Net beans, MySql, Microsoft Access (Currently undergoing

Advanced Java Course cum Training from Aptech Computer Education)

. Microsoft Office: Word, Excel, Power Point, Access.

Trainings / Certifications:

Organization/ Institute Training Description

Micro Pro .NET web application using C Sharp and SQL

Server

Micro Pro Web application development using PHP

CMC Academy Basic project training based on managing Cisco

devices

Aptech Computer Java Course - Programming Training

Education

Work Experiences Summary:

Total Experience : 8 months

Designation : Interactive Social Media Advisor.

Organization : 247 Customer Pvt. Ltd.

Duration : October 2012 to June 2013.

Roles : Customer Support Representative, Technical Support Representative.

Provide Technical Assistance to customer in Downloading, Installing and

Launch of Adobe Softwares over Interactive Media such as Chat and Email.

. Troubleshooting issues and providing assistance to customers in

downloading, installing and launch of Adobe software's, mentioned

within the support boundary.

. To document each and every interaction with the customer along with

the details of the issue and the resolution provided to the customer,

along with the details associated with the Adobe product and the

customer's operating platform.

. Take access of the customer's computer screen to resolve the issue

after approval from the customer and under customer's supervision, if

necessary.

. Escalating the cases required to be escalated, to the next level of

support and maintaining the proper documentation while escalating the

case.

. Educating the customer about activations, subscriptions, volume

licensing software, downloading, installing, product launch, Adobe

accounts, directing the customers to the relevant team and queues,

etc.

Tools / Applications Used:

Tools / Application Description

Live Person Online Chat application.

Hendrix Customer records and interaction history

application.

CSUI Application for online purchased orders from the

official website.

ABO Tool Account Password reset and Cloud customer records

application.

SNS Serial Number Decoder Application.

QRA Quality Feedback Application.

Adobe Connect Screen Share Application.

LWS Database Access Tool

CRM Customer records and interaction history

application.

IKBS Knowledge base documents.

Academic Projects:

Title Library Management System

Period 4 months

Role Team Member (University's Final Year Project)

Brief Development of a stand-alone software for a Library system

performing maintenance of records such as -issue of books,

books returned and updating stock along various options -

author, publisher.

Extra Curricular Activities:

Participated in state level program to create awareness about AIDS organized

by "VOLUNTARY HEALTH ASSOCIATION OF SIKKIM".

Attended the workshop on Embedded Systems, RFID and Smart cards organized by

the department of Information Technology, Sikkim Manipal Institute of

Technology.

Member of various committees - Reception, Security and Event management during

college fests.

Personal Details:

Name : Karan Mandal

Date of Birth : 30-July-1987 .

Sex : Male

Nationality : Indian

Religion : Hindu

Languages Known : English, Hindi, Nepali, and Methli

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