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BPO Call Center, Back Office >> Team Leader / Subject Matter Expert 
Subject Matter Expert Resume Sample, Experience : 6 years



Name of the Candidate:Abhilas Seo
Name of the Post Applied:Subject Matter Expert
Job related skills / software:E-Mail Client Configuration & Support, Knowledge over LAN technologies, Sound knowledge on IP addressing schemes.
Category:BPO Call Center, Back Office
Sub Category:Team Leader / Subject Matter Expert
Years of Experience:6 years
Salary Expected per Month(Rs):50,000 to 60,000
Highest Qualification attained:B.Tech. : Bachelor of Technology
Major / Specialization:Information Technology
Email Id:say.hi2abhi1 AT gmail.com
Are you looking for job now?:Yes
Can the recruiter contact you?:Yes
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Resume Format / CV Sample Template / Example / Model :


Having 6 years of experience in level 1 support as a Subject Matter Expert (SME)

** Having 6 years of experience in L1 level support.
** Worked on projects using Product Functionalities (Category Management, Intactix)
** Good experience in resolving issue through tickets.
** Monitoring & resolving all the S1/S2/S3/S4 tickets in our queue.
** Always takes initiative to meet client expectation.
** Having excellent Analytical Ability and Problem Solving skills.
** Possess strong organizational skills and ability to timely complete necessary reports.
** Good team player having good communication skills and flexible for learning new technologies.

Working as a Subject Matter Expert (SME) inJDA Software Inc, Bangalore from December 2011 to present.

Bachelor of Technology from Biju Patnaik University of Technology, Rourkela, Odisha.

Operating Systems  : Windows 7
Ticket Tracking Tool  : Sales Force CRM Tools , people softs,
Cisco WebEx  : Online Meetings and Video Conferencing

** E-Mail Client Configuration & Support (Microsoft Outlook 10) Windows 7.
** Knowledge over LAN technologies.
** Sound knowledge on IP addressing schemes.
** Experience with Windows XP / VISTA / Windows 7.
** Experience with MS Office Packaged and Mail Clients.
** Good knowledge about Active directory, DNS and DHCP.
** Good knowledge on ITIL process.
** Product Functionality on Category Management (Intactix)
** Experience in any one of the JDA products like Sales & Operations Planning (S & OP), Sales & Operations Management (S & OM), Order Promising (OP), Order Promiser (OP), Enterprise Supply Planning (ESP), Sequencing.

# Project1  : Level 1 Support for i2,Manugistics,E3,Intactix and Arthur
Title  : Level 1 Support for i2, Manugistics, E3, Intactix and Arthur
Duration  : December 2011 to October 2014.
Client  : JDA Software Group, Inc.
Environment  : Windows
Technologies  : ITIL process, People Softs, knowledge about Active directory, DNS and DHCP, Windows XP.
Team Size  : 17
Position  : Technical Support Engineer.

Project Description : Working in Allsec Technologies Ltd. for JDA Software Group, Inc. as a Senior Technical analyst (Desktop Support) for the supply chain products (Software Support), Supply Chain Strategist, Space Planning, Floor Planning, Warehousing, Supply Chain planning and Optimization, Demand.

** Order Management.
** Service Delivery’s
** Service Level Agreements.
** Customer Products.
** Handling Customer Calls from US, EMEA and APAC region.
** Issuing License Keys.
** Rectifying the issues with Intactix (Space Planning Plus, Floor Planning Plus, Planogram Generator, Space Automation etc.) related Products.
** Resolving the issues of the Supply Chain Products which customers are using.
** Resolving the issues with license keys for the Supply Chain Products.
** Online WebEx Meeting with customers.
** Providing access to the customers to the Customer Portal.
** Implementing Software in customers Systems via WebEx.

# Project2 : Physical Solution Blue Print
Title  : Level 1 Support for Warehouse Management and Dispatcher.
Duration  : October 2014 to November 2015.
Client  : Red Prairie Corporation
Team size  : 21

Position  : Senior Technical Support Engineer.
Technologies & Tools : Sales Force CRM Tools, ITIL process,knowledge about Active directory, DNS and DHCP, Windows 7.

Project Synopsis :
The purpose of the Physical Solution Blueprint is to :
** Address and record high level end-to-end solutions which satisfy the defined business requirements identified in the Business Requirements and Business Process Flow documents
** Identify the most viable solution which meets the business needs
** Present the Solution Strategy for the approved solution.
Once approved, the Solution Strategy serves as a source of reference for the project team, to ensure they remain consistent to the solution design and strategy throughout the project life cycle.

Roles and Responsibilities :
** Helping clients with regards to technical issues with our widgets.
** Answering questions from customers and prospective customers about the features and capabilities of our widgets.
** Documentation for our website on an as-needed basis.
** Communicating customer needs to our engineering staff.
** Solving internet issues of protocols such as SSH, FTP, SFTP & HTTP
** To use diagnostic tools such as trace route
** Setup and run servers
** Provided functional and technical support, troubleshooting and diagnosing hardware and software problems
** Deploy and configuring PCs, Workstations and Laptops.
** Outlook configurations and support.

# Project3 : Product Functionality on Category Management (Intactix)
Title  : Product Functionality on Category Management (Intactix)
Duration  : December 2015 till date.
Client  : JDA Software Group, Inc.
Environment  : Windows
Team Size  : 25
Position  : Subject Matter Expert (SME)

** On call Support and Online WebEx meetings with Customers (US, EMEA, APAC Region)
** Software Installation and Activation.
** Trouble shooting issues through remote access.

Nationality  : Indian
Sex  :Male.
Marital status  : Single
Language  : English, Hindi, Oriya, Bengali, Kannada.

I hereby declare that the above information furnished by me is true to the best of my knowledge.



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