Hadlee Francis is a customer support professional with over 3 years of experience in handling technical support and remote support issues. He has worked with companies like Amdocs, Infosys, USCC, AT&T, and Level3 Communications providing first level support, incident management, and issue resolution. His technical skills include SQL, Unix, hardware and networking fundamentals. He is looking for a role where he can provide 100% dedication to his work through hard work and excellent performance.

1. Hadlee Francis
Contact No.: 91 9579363740
Email: hadleefrancis2490@gmail.com
Career objective: - Provide 100% dedication towards my work and organization. I will
do everything possible hard work to keep my score excellent.
Experience Summary:-
Total Experience :3.6 years
Amdocs :
 17 months complete experience at USCC (US Cellular Corporation) Billing
Support. Investigation and Resolution related to Billing and service issues.
Triaging, Database patching and end to end Follow-up on SLA cases.
 Company –Amdocs Designation – Service Desk/RA-2.5 Analyst
Infosys :
 Having 1 year of Experience in handling Technical and remote Support with
Infosys AT&T (service desk and tier 1 support). 5 months in Telstra network
monitoring project Transition period (Tier 1). 6 months in Level3
Communication Card Implementation.
 Company –Infosys Designation –Process executive
Technical Skills:-
SQL/Unix
Hardware
Platforms
Creating, Viewing and Updating Queries. Validating Jobs in Putty.
Compaq Desktops, DELL Desktops, IBM Desktops, HP Desktops,
Mac book.
Operating
Systems
Windows 2003, Windows 2000, Windows 98/95, Windows XP,
Windows 7,DOS , Macintosh
Networking Firewall management, Router configuration (netgearwpsk), router
port forwarding, authentication WEP, WPA, management, netgear,
2 wire.

2. Job & Responsibilities:-
USCC :
 Incident management and support.
 Effectively use the existing knowledge base for quick-win and first-level
resolution.
 Perform ticket analysis, service interruption analysis, triaging of issues, follow-up
with relevant teams for resolution.
 Account Complete BE investigation support.
 Investigating issues for Postpaid/Prepaid Accounts.
 Channelizing Incidents issue base.
 Database updates.
 RCA review
 Leading Bridge for Escalated, P1, P2 and SLA issues.
 BOD and EOD report generation.
 Ticket Assignment and periodic tracker for Backlog.
 Follow-up on open Defects and make sure it get fix before ETA
AT&T :
 Installation & configuration of LAN (Win NT, Win 2000,WinXp,Win 7).
 Trouble shooting the networking related problems& maintenance of customers IP
services (IPTV, VOIP and PC).
Level3 Communications :
 Communicating with stakeholders.
 Requirement gathering and analysing defect to provide solutions.
 Identifying Risks.
 Providing Dedicated Bandwidths (10, 2.5 & 1GB) to interprises.
Hands On : Citrix, BMC Remedy ,UTS , TOAD(SQL),Putty, Clarify, Excel.
Communication Skills: Leading Conference Bridge, Daily Huddle Discussion, Berlitz
certified (B2), BCC certified, certified to take client calls. Started handling Customers
queries within 6 months.

3. Programming Knowledge: SQL, Unix, C ++, C, Java.
Qualifications:-
 2015 MCM from Pune University with above 65%
 2012 BCA (Science) from Nagpur University with aggregate
47%
 2008 HSC from S.F.S College Nagpur with 60.50%.
 2006 SSC from S.F.S School Nagpur with 62%.
Professional Achievements:-
Team Top Performer for 2 consecutive months. Giving KT to new forks. Versatile
Member.
Personal Details:-
 Date of Birth : 24/07/1990
 Gender : Male
 Father name : Frank John Francis
 Nationality : Indian
 Marital Status : Unmarried
 Languages : English, Hindi, Marathi
 Hobbies : Dancing, Listening to Music, Football
I hereby declare that the above mentioned information provided is correct to the best of
my knowledge.
Date: …………. Place: Pune.
Hadlee Francis