RAJIVV BAJAJ
7302 Redfox Road, Mississauga, ONTARIO L4T 2L8
E-mail : [email protected]
Contact No. : 647-548-7638

Customer Service Representative with over 6 years of experience in telephone customer service, including sales, tech support, and customer care. Familiar with major customer service software, conflict resolution, and possess a positive attitude. Aiming to use my proven skills to effectively fill the managerial role in your company.

PROFESSIONAL EXPERIENCE

HCL TECHNOLOGIES LTD B-34/3, Sector 59, NOIDA (U.P)
Engineer – Product Support. April 2010 – Present

• Handle 60+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services
• Trained two new employees in how to use RightNow, entering customer data and organizing customer interaction logs, how to use Chat service.
• Received an average 85% customer satisfaction rating to date, 10% higher than company average
• Research complicated cases without prompting to provide more comprehensive service to customers
• Suggested a new tactic to persuade cancelling customers to stay with the company, resulting in a 5% decrease in cancellations

HCL TECHNOLOGIES LTD B-34/3, Sector 59, NOIDA (U.P)
Technical Support Officer December 2006 – March 2009

• Proficient in handling escalated calls and providing 1st & 2nd Level Technical Support to
end-users.
• Microsoft Outlook, Outlook Express configuration, backup, troubleshooting.
• Provided the Remote support & Net meting support using following software Team Viewer,
VNC Server, Ammyy Remote Software, Remote Desktop.
• Provided basic technical support for clients on a wide range of company products, resolving issues at a 90% rate
• Remained courteous and calm at all times, even during moments of intense customer displeasure
• Learned how to use OneView, RightNow, customer service software
• Awarded “STAR PERFORMER”

Institute of Management & Research 8th Mile Stone, Delhi – Meerut Road, Ghaziabad (U.P.)
Computer Lab Incharge September 2001 – December 2006

• Installation of Data card Like VPN Data Card, Tata photon+ and Reliance Netconnect etc.
• Maintaince of computer hardware systems and system assembly.
• Maintain the assets of pc’s and laptops.
• Installation & Configuration of Network printers & Scanner and its basic level of
troubleshooting.
• Manage all the inventory of PCs.
• Configuring & Managing DNS, DHCP & Active Directory.
• Creation and management of Domain and user accounts as well as assign access rights
and permission to use internet facility.
• Managing & Monitoring Network & Coordinate with Vendor.
• Monitoring & insuring a recommended temperature for Server Storage Room.
• Installation of Antivirus, Patches & Updates from Backend side & frontend both.
• Experience in installation of Windows, configuration, Technical troubleshooting, support of
server Hardware, operating systems, Microsoft application software and peripherals,
Windows 2000, 2003, 2008, Linux, Ubuntu, Windows XP & Windows 7.

EDUCATION

DON BOSCO HIGH SCHOOL MUMBAI – INDIA
Completed Class X in March’1985

K. J. SOMAIYA COLLEGE OF SCIENCE MUMBAI – INDIA
Completed Class XII in March’1987

PROFESSIONAL QUALIFICATIONS:

National Institute of Information Technology NEW DELHI – INDIA
Hons. Diploma in System Management in March’1995

Cisco Certified Network Associate NEW DELHI – INDIA
In December’2002

COMPTIA A+ CERTIFIED PROFESSIONAL NEW DELHI – INDIA
In January’2003

TATA INFOTECH NETWORK PROFESSIONAL GHAZIABAD – INDIA
In March’1995

ADDITIONAL SKILLS

• Software: RightNow, Oneview, etc
• Experience with Microsoft Office – Word & Excel
• Excellent communication skills with a focus on customer service
• 40WPM Typist

TECHNICAL SKILLS
Operating System: Window XP, Vista, Win 7, Linux Ubuntu, MS DOS, 2000, 2003 & 2008 R2.

Hardware Skills: PC assembling, Formatting, Partition, drivers Installation, Windows 98, 2000 , XPProfessional.

Window 2003 Administration: Installation Windows 2003 Server, Active Directory Installation, Implementing DNS Server, creating Windows 2003 domain.

Networking Services: DHCP, creating domain control.

Others: Assembling & Troubleshooting of PC’s, Windows Update & antivir, Installation & Troubleshooting of operating system’s (Win XP & Win 2003server), Configuring MS Outlook and its troubleshooting, Configuration & management of DNS, DHCP & Active Directory Installation.