ACCOUNT MANAGEMENT ( CSM )
AND
ENVIRONMENT
AND resolve
CONTACT Me
am
EDUCATION
Mobile
-
E-mail
MANIKANTA0912@GMAIL .COM
2000 - 2004
T.E.S. POLYTECHNIC
Diploma IN Computer SCIENCE
Address
103 B2 RIFCO ARUNA APARTMENTS,
KONENA Agrahara, BENGALURU
- May 2020
ITIL V4 FOUNDATION Certified
560017 KARNATAKA INDIA
Birth Date
09/Dec/1981
EXPERIENCE
April 2017 April 2020
STRENGTH
• Optimistic PERSON, Extrovert.
ATTAINING PERFECTION through
simple task, CONTINUOUS &
CONSISTENT MANAGEMENT .
• Fast LEARNER AND Adaptable to
SITUATIONS
• Ability to use Positive LANGUAGE
• Ability to HANDLE pressure
SITUATION
• Ability to lead the team
INFOSYS
ACCOUNT MANAGER (CSM)
Job RESPONSIBILITIES :• MANAGING a team IN a TAC ORGANIZATION WHICH has 3 DIFFERENT support
CHANNELS
• MAKING sure as a BUSINESS, we are MEETING SLA ON all Support
CHANNELS.
• KEEPING a positive RELATION WITH the INTERNAL teams AND JOIN regular
MEETINGS with the other teams to SYNCH up ON the latest updates.
• Quickly RESPOND to Service INTERRUPTION AND INTERNAL outage SITUATIONS
AND KEEPING the leadership posted ON the updates.
Skills
• Strategic - RELATIONSHIP
• Time MANAGEMENT
• STRONG COMMUNICATION Skills
• COOPERATION WITH Team work
• Goal - ORIENTED
• Flexibility
• IDENTIFY ANY NEW TRENDS AND make OPERATIONAL ADJUSTMENTS to address
it.
• New Hire review after I NITIAL T RAINING , to UNDERSTAND if they are ready
to hit the floor or require RETRAINING .
• MOTIVATING team members to deliver what was expected AND more
• TROUBLESHOOTING WebEx TECHNICAL issues AND ANSWERING ACCOUNT
related queries.
• DIAGNOSING the issue.
• Log cases, take OWNERSHIP of each AND every issue AND provide
RESOLUTION
LANGUAGES
ENGLISH, HINDI, K ANNADA , Telugu
& Tamil
ACHIEVEMENTS
• W ON "Cisco Star" award two
times for best PERFORMANCE IN
"INFOSYS"
• Awarded as best performer AND
BEING IN first 3 IN Stack RANKING
IN "RANDSTAD INDIA Ltd."
• BEING a MENTOR for the Team
AND the NEW hire for ANY process
query
• Took RESPONSIBILITIES to
MAINTAIN team's reports for the
stack RANKING
• Worked ON CAMPAIGNS like FINANCIAL RETENTION, Zero RENEWAL, WebEx
ONLINE SUSPENSION, CONVERSION AND ADOPTION, Corporate ACCOUNT
ADOPTION AND Upsell.
• DRIVING DIFFERENT projects like RETENTION upsell COLLECTIONS, CONVERSION
AND EXPANSION WHICH help to ANALYZE the CHURNTREND.
• DRIVING the EXECUTION of CLIENT FACING activities to CONCLUSION IN a
quality, timely, AND correct MANNER.
• BUILDING RELATIONSHIPS with CLIENTS.
• NAVIGATING AND ESCALATING effectively WITHIN Cisco.
• MAINTAIN AND develop EXISTING AND NEW prospects through appropriate
PROPOSITIONS AND ethical sales methods, AND RELEVANT INTERNAL LIAISON, to
optimize quality of service, BUSINESS growth, AND customer SATISFACTION.
• RESPOND to AND follow up sales ENQUIRIES USING appropriate methods.
COMMUNICATE AND NEGOTIATE INTERNALLY AND EXTERNALLY USING appropriate
methods to facilitate the DEVELOPMENT of profitable BUSINESS AND
SUSTAINABLE RELATIONSHIPS.
Aug 2015 March 2017
RANDSTAD INDIA Ltd.
ENGINEER Customer Support
Software Skills
OPERATING Systems: W INDOWS -98,
Xp, W INDOWS Vista, W INDOWS 7,
W INDOWS 8, Mac OS X 10.4, 10.5,
10.6, 10.7, 10.8 Office Tools: MS Office Tools LANGUAGE: C, C++,
Java
Job RESPONSIBILITIES :• TROUBLESHOOTING WebEx TECHNICAL issues AND ANSWERING ACCOUNT
related queries.
• DIAGNOSING the issue.
• Log cases, take OWNERSHIP of each AND every issue AND provide
RESOLUTION
• Worked ON CAMPAIGNS like FINANCIAL RETENTION, Zero RENEWAL, WebEx
11SUSPENSION, CONVERSION AND ADOPTION, Core ACCOUNT ADOPTION AND
Upsell.
• DRIVING DIFFERENT projects like RETENTION upsell COLLECTIONS, CONVERSION
AND EXPANSION WHICH help to ANALYZE the CHURNTREND.
• DRIVING the EXECUTION of CLIENT FACING activities to CONCLUSION IN a
quality, timely, AND correct MANNER.
• BUILDING RELATIONSHIPS with CLIENTS.
• NAVIGATING AND ESCALATING effectively WITHIN Cisco.
• MAINTAIN AND develop EXISTING AND NEW prospects through appropriate
PROPOSITIONS AND ethical sales methods, AND RELEVANT INTERNAL LIAISON, to
optimize quality of service, BUSINESS growth, AND customer SATISFACTION.
• RESPOND to AND follow up sales ENQUIRIES USING appropriate methods.
• COMMUNICATE AND NEGOTIATE INTERNALLY AND EXTERNALLY USING
appropriate methods to facilitate the DEVELOPMENT of profitable BUSINESS
AND SUSTAINABLE RELATIONSHIPS.
Nov 2013 - May
2014
Spectrum CONSULTANTS INDIA Pvt.Ltd.
Support ENGINEER
Job RESPONSIBILITIES :• HANDLING INCOMING cases through MS
• Solve, PHONE, email AND chat.
• W ORKING with INTERNAL employees of Microsoft W INDOWS Azure
PROVIDING support with W INDOWS Azure BILLING AND SUBSCRIPTION
MANAGEMENT Support. For INDIVIDUAL AND ENTERPRISE level customers
• W ORKING with MS Office, CRM
• User ACCOUNT CREATION through Microsoft W INDOWS Azure, Active
Directory.
• Remote support to users AND FIXING their issues.
• FOLLOWING KNOWLEDGE base process AND WORKING with multiple support
teams to fix the issue
• CONFIGURATION of Active Directory.
• UPDATING customer ON the status of their issue to be resolve.
• COORDINATING with multiple support teams to resolve the issue.
• CREATING SOLUTION DOCUMENT AND UPLOADING it to KNOWLEDGE base.
• W ORKING ON Office 365.
April 2010 Nov 2013
INFINITE Computer SOLUTIONS
Sr. Service Desk MANAGER
Job RESPONSIBILITIES :• IDENTIFY, troubleshoot, AND ANALYZE computer related issues. DETERMINE
appropriate course of ACTION, AND CONDUCT repairs, MODIFICATIONS, AND
upgrade INTERNAL COMPONENTS AND peripherals as NEEDED.
• DETERMINE appropriate file system FAT, FAT32, NTFS INSTALL AND
CONFIGURE OPERATING Systems, patches AND upgrades, INCLUDING
W INDOWS 2000 PROFESSIONAL AND Server, W INDOWS
XP/VISTA/W IN7/W IN8/MAC OS X 10.4, 10.5, 10.6, 10.7, 10.8
• INSTALL AND CONFIGURE software APPLICATIONS AND ELECTRONIC mail AND
Apple iPad, IPHONE AND iPod.
• INSTALL NIC s. IP addresses, AND DNS CONFIGURATIONS. Operate, AND
MAINTAIN LAN CONNECTIVITY USING TCP/IP protocol.
• Service AND MAINTAIN Computers INCLUDING INSPECT, test, MANUAL
removal of Virus/Spyware AND update ANTIVIRAL programs to MAINTAIN
PERFORMANCE AND security.
• Support ACQUISITION, OPERATIONAL AND disposal phases throughout
Product life cycles.
April 2007 - Oct
2007
ACCENTURE Services Pvt.Ltd.
Sr. TECHNICAL Executive
Job RESPONSIBILITIES :• HANDLING INBOUND calls for the Dial up INTERNET services of AT&T,
GIVING TECHNICAL support to customers ON the Calls
JAN 2005 - Oct
2006
KOU-CHAN KNOWLEDGE CONVERGENCE (P) Ltd
Customer Care Executive (Airtel)
Job RESPONSIBILITIES :• HANDLING INBOUND calls, GIVING RESOLUTION to customers MAINLY
ATTENDING all sorts of queries of the customer, corporate customer’s calls
MAINTAINING the services service levels at corporate care, AND close
the case, HANDLING the NEW hire team, AND COACHING ON GPRS
(AIRTEL LIVE, ONLINE services) TECHNICALLY SOUND IN HANDLING GPRS
queries.
LOPING
