Yogesh M

• Focused on resolving U.S. client issues related to escalated printing management solutions.
• Leading the shift, conducting audits on agents' performance regularly, and handling the escalations to maintain the agreed SLA.
• Conducting regular meetings and coordinating with the stakeholders for escalations to maintain the customer experience.
• Experienced in firmware upgrades for printers & smart e solutions SMTP, SMB,FTP, SNMP and IP configuration , securities, license generating at the printer, Fiery & Free flow applications
• Hands-on experience with printers and Fiery hardware components, and well-experienced in performing root cause analysis and troubleshooting the problem at the root level.
• Hands-on experience with ticketing tools like Jira, Snow (ServiceNow), Salesforce, Genesis, LogMeIn, etc.
• Identified needs of customers promptly and efficiently.
• Exceeded customer satisfaction by finding creative solutions to problems.

• Professionally represent the company as responsive, reliable, and customer-oriented, technically proficient, cost-effective, and timely in the service of the Konica Minolta high-volume production line.
• Install and troubleshoot all printing and scanning issues of the production segment.
• Develop and maintain effective relationships with customers and fellow employees.
• Organizes training and assists the customer in understanding the broadcast products.
• Actively participated in continuous learning opportunities to stay current with industry trends and technologies.
• Performed root cause analysis on recurring issues to prevent future occurrences.

Client: CANON INDIA PRIVATE LIMITED.

• Coordinated with vendors and external support teams to resolve third-party software issues.
• Collected, analyzed and reported on data for use in operational planning.
• Researched solutions to technical issues using online databases and other resources.
• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
• Replaced defective parts such as hard drives, memory chips, processors, motherboards.

Client: CANON INDIA PRIVATE LIMITED

• Resolved customer inquiries in a timely manner via phone, email, or chat.
• Configured and installed hardware and software solutions to meet organizational needs.
• Installed and performed repairs to hardware, software, or peripheral equipment.
• Diagnosed and resolved complex technical issues to ensure optimal system functionality.
• Provided remote assistance to end-users when needed.
• Provided technical support to customers by troubleshooting and resolving hardware and software issues.

• Determined design criteria or specifications.
• Provided support and guidance to colleagues to maintain a collaborative work environment.
• Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
• Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.

• Assisted in the development and implementation of new operational procedures.
• Ordered equipment parts and repair services during equipment breakdown to avoid further delays.
• Fostered a team-oriented environment to increase morale and productivity.
• Handled emergency situations with composure and in accordance with company guidelines.