Yogesh Nagar

nik.0001me@gmail.com
Phone (Mobile): (+91) 9871710121
House No-701, Sector-18, Faridabad, Haryana- 121001

Objective

To work in an environment which is innovative, challenging, rewarding and which offers a profound knowledge base to
enhance my talent, exposure and zeal of learning.

Work Experience

Total Work Experience:- 3 Year 3 months

Current Employer – Saburi Tech Live Connect

Designation – Subject Matter Engineer
Duration – September 2012 to Present

Previous Employer – Sony India Pvt. Ltd

Designation – Worked as Technical Support Engineer
Duration – January 2011 to September 2012

Technical Skills

Manual Testing : Testing concepts, Test case creation, SDLC, STLC, Functional testing, Regression
testing, Smoke testing, Sanity testing etc.
Bug Tracking Tools : Knowledge of JIRA
Other Tools : CRM, World Client
Operating System : Windows 95/98/2000/XP/Vista
Domain Expertise : Technical support, Sony laptop marketing
Language Known : Hindi & English

Work Profile Summary

 Support client in issues with operating System, bundled applications and WLAN/LAN via E-mails.
 Include troubleshooting of OS (blue screens, stop error, registry editing).
 Connect to the VAIO notebook on to LAN/WLAN.
 Software Used: Have been using Talisma (CRM Package) Client Module and SAP for Checking /verification of
products under repairs or warranty status as well as IRSP (International repair Service Program)
 Having working hand in Business development and aware the customer about the SONY Product.
 Other task is to support the business plans and when required including working extra hours if required to ensure
company business objectives are met.
 Promote the facilities of the organization to fresh and existing customers through a proactive approach.
 Monitor all Web Services & Applications which is using by www.techliveconnect.com .
 Log all the calls, raising tickets, Assign it to engineers, and Track it till closure.
 Help customers resolve technical problems in a timely manner.
  Maintaining database of the various vendors with details like contact person, telephone nos., escalation matrix,
response time and resolution time commitments etc.
 Logging calls with vendors and coordinating with the vendors to get the problems resolved.
 Document issues and resolutions in help desk ticketing software.
 Analyze logs and spot common trends and underlying problems.
 Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous,
timely, and effective resolution of end user issues.
 Multicultural work experience across North America, Canada, Asia Pacific regions
 Developed different trix for tracking the individual’s performance and team’s burn rate (weekly/monthly)
 Regular tracking and close monitoring of each incident progress by ticketing to tool.
 Obtain necessary information from users to adequately describes the request or problem report & put it in
tracking tool.
 Coordinate to take confirmation from users once resolution has been provided by support group.
Training
 Training in Manual testing concepts.
 Training in C# and C language.
 Training in Rhcsa And Rhcse .
Achievements
 Scored 96 percentile in NITAT aptitude test held by NIIT.
 Received silver and bronze medal in high jump in Intra school competitions.
 Participated and qualified in 5th National Science Olympiad2003.

Education
D.I.T.M.R. (2014 – 2016)
M.E – Computer Science First Division
B.S.A.I.T.M (2006 – 2010)
B.E – Computer Science First Division
Modern School, Faridabad 2006
Senior Secondary from C.B.S.E Board First Division
St. Peters Convent School 2003
Higher Secondary From C.B.S.E Board Second Division

Person Profile

Address : House No-701, Sector-18, Faridabad, Haryana- 121001

Father’s name : Bir Singh Nagar
Date of Birth : 01-August-1987
Hobbies : Listening to music, Surfing internet, interacting with people

It is to certify that all the above information is true in every aspect.

Date (YOGESH NAGAR)