- The document is a resume submitted by Rajesh V P for a customer service role requiring 10+ years of experience in ITES industries, handling global customers, and strong support process skills. - Rajesh has over 10 years of experience in ITES industries including roles providing technical support for Microsoft products at Convergys and currently working as a Systems Engineer at CGI supporting Bell Canada. - He is seeking a challenging career in customer interaction roles like technical support, pre-sales, or service desk support where he can continue developing his experience and contributing to organizational goals.

1. OBJECTIVE:
I am aspiring for a challenging and rewarding career with an organization which can
provide an enriching experience in Customer Interaction and to work towards the
realization of self and organizational goals.
SUMMARY:
• Total 10 years of rich experience in ITES Industry
• Experience in handling Global customers.
• Strong on Support process.
• Maintained a team of 10 members in the absence of the Manager.
QUALIFICATION:
Course Year of Passing University / College Percentage
BCA (Degree) 2005 Chhattisgarh
University – (Distance
Education)
71.47%
Pre-Degree 2000 Krupanidhi College
(Bangalore)
45.02%
S.S.L.C 1998 Mambaram High
School (Kerala)
59.53%
CAREER INTERESTS:
Customer interfacing roles: Business Development, Technical Support,
Pre-Sales, System Admin Role, Service Desk
support.
ACHIEVEMENTS & AWARDS:
Rajesh V P Mobile No: +919164220077
E-mail: v-2rarag@hotmail.com
vprajesh1982@gmail.com

2. • Loads of commendation mails from the Client.
• Appreciated by the client for the ownership of the issue.
• Maintained good record of CSAT points. (Customer satisfaction)
• Awarded for best communication in the team.
• Resolving the issues in shortest span of time
• Rewarded as Key Contributor consequently.
WORK EXPERIENCE:
1. Presently working as Systems Engineer in CGI for BELL Canada support from
Feb – 2012 till date
• Handling issues related to VPN (Installing , configuration and
troubleshooting)
• Supporting and configuring emails on Blackberry, iPhone and other
android phones.
• Performed basic troubleshooting on Citrix Environment.
• Remote Tools worked within the CGI environment are Dame Ware, Net
meeting, LiveMeeting.
• Projects that we support with CGI are Bell Canada, Bell Mobility, FWFM,
Bell TV and Bell Distribution.
• Working for Citrix Project Co-Ordinator from the deployment team.
2. Previous experience:
Company : Convergys India Pvt Ltd (International Contact Centre).
Title : Sr. Technical Support Officer Specialist
Products : North American Customer Service for Microsoft Commercial
Sr. Technical Support Officer Specialist, in Multinational Company (Convergys).
From December 2005 to Feb 2011
Job Description:
General support on Microsoft, Windows XP, Windows Vista, Windows 7, Office &
Outlook.
• Support includes Networking, Internet explorer, Windows updates and Setup
issues.
• Remote diagnosis on hardware and application compatibility.
• Support provided at instance or after research on the basis of Schedule for
individual consumers.
• Support Options: Online, Email, Phone and Remote Assistance.

3. • End to end customers will call us for help in installing the operating system,
office application or any technical issue. We guide the customers to get the issue
resolved at first point of contact.
Roles/Responsibilities:
• Inbound call center for Microsoft Technical Support.
• Analyzing the issue of the customer’s computer, and resolving the issue at the
earliest.
• Maintained the Quality and States as promised by the company.
• Have received an aggregate of 90% Customer satisfaction, against a requirement
of 75%.
• Maintained a Quality aggregate of 98% against the requirement of 80%.
• Educated the customers on new products and assisted them in getting comfortable
with the product.
Strengths:
• Project Management Team Building & Leadership
• Process Improvement
• Excellent oral and written communication skills.
• Proven ability to reach goals.
• Strong organizational and analytical skills.
• Excellent customer service skills.
• Detail-oriented
Basic knowledge in Active Directory, Windows Server 2008
 Administration, maintenance, troubleshooting of Server /
Operating system / User problems.
 Installing & Administrating ADS, DNS, DHCP servers
 Group Policy Implementation & User policy.
 Analysis of Root Cause for critical problems and document in
knowledge DB.
 Providing assistance for the users when required.
 Troubleshooting software and Hardware related problems and
Maintaining Network Inventory.
 Configuration of Local/Network printers, Modems, Switches.
 Configuring and providing support for the Laptop Users.
 Remote Server Administration through VNC, Remote Desktop
Connection (RDP).
 Maintaining and managing for application installations, operating
system updates and security patches.
 Installation, Configuration and administration of Windows Software
Updates.

4. Extra Curricular Activities:
Played in Inter-Organizational Cricket events
Played Volleyball at the Inter College Level.
Personal information
Contact Number : +91- 9164220077 / +91- 9036071174
Mail ID : vprajesh1982@gmail.com; v-2rarag@hotmail.com
Address : #15, Rajesh Building
1st
Cross, Madiwala, (Opp) Madiwala Police Station
Bangalore-560068
Passport Number : E9362135
Date of Birth : 23-09-1982
Father Name : Raghavan V P
DECLARATION:
I here by declare that all information is genuine and if you give an opportunity
to work in your organization I will put my best efforts.
Date :
Place : Bangalore Rajesh V P