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Vicky Chaudhary

@vickychaudhary

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Customer-focused Support Engineer delivering secure desktop support and SLA-driven service improvements.

India

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What I'm looking for

I’m looking for a role where I can deliver high-quality technical support, own SLA targets, and improve productivity through reporting and automation—while leading teams with strong communication and ensuring reliable, timely outcomes.

I have built a long career in customer-facing technical support and operations, most notably delivering real-time support for McAfee security users and resolving hardware/software issues for AT&T environments. I deploy updates, service packs, and hot fixes through Windows Update/Automatic Updates while maintaining quality and NetSat score performance.

Beyond direct support, I’ve managed service delivery through SLA ownership, created agent productivity and login-hours reporting, and developed macros for report generation when portal data was missing. With additional experience in office management and ongoing reporting (daily/weekly/monthly/yearly), I bring adaptive leadership, strong communication, and a continuous-learning mindset to ensure teams hit timelines with consistent quality.

Experience

Work history, roles, and key accomplishments

Senior Office Manager

Startsolar UK & Ireland

Apr 2025 - May 2026 (1 year 1 month)

Handled backend form fillings for grants and interacted with customers to collect remaining data needed for submissions. Supported the team to complete grant work within timelines and created periodic reports including sales reporting.

Grant Administration Office Administration Sales Reporting

Executive Office Manager

Aurum Steel Private Limited

Aug 2022 - Apr 2025 (2 years 8 months)

Managed executive office tasks including email correspondence, message handling, and daily department operations. Prepared daily/weekly/monthly/yearly sales reports and handled confidential and non-routine information professionally.

Executive Operations Confidentiality Sales Reporting Administrative Support Report Preparation

Workforce management analyst

Lenskart solutions private limited

Jun 2018 - Mar 2023 (4 years 9 months)

Collations of various process and generate daily, weekly, monthly and yearly report of sales executive. Real time monitering

Workforce Management Analyst

Dealskart Solutions Ltd

Oct 2017 - Aug 2020 (2 years 10 months)

Conducted real-time analysis for the pre-order team and produced agent performance reports with process-wise leads and conversion. Monitored break defaulters and late login defaulters and reported findings accordingly.

Real Time Analytics performance reporting Conversion Tracking Break Defaulter Reports Late Login Monitoring MS Excel

Customer Support Executive

Dealskart Solutions Ltd

Nov 2015 - Oct 2017 (1 year 11 months)

Handled customer queries for Lenskart regarding product purchases and replied via email. Generated reports including agent productivity and login-hours metrics.

Email Support E commerce Support Agent Productivity Reporting Customer Service

Service Level Executive

Hcl Technologies

Jan 2012 - Jul 2015 (3 years 6 months)

Managed service level agreements (SLAs) for AT&T Phoenix Web and ensured real-time achievement of service targets. Created agent productivity and login-hour reports, handled break management, and built Excel macros to pull reports when unavailable on the client portal.

SLA Management Real Time Operations Agent Productivity Reporting Break Management Excel Macros

Senior TSO Support Engineer

Hcl Technologies

Mar 2009 - Jan 2012 (2 years 10 months)

Resolved hardware and software issues for AT&T Phoenix Web users and deployed updates, service packs, and hot fixes via Windows Update/Automatic Updates. Troubleshot OS and network connectivity problems across Windows versions and TCP/IP configurations, and maintained NetSat score data in MS Excel.

Desktop Support TCP IP NetSat Tracking Documentation

Operations Sr Executive

Hcl Technologies

May 2007 - Mar 2009 (1 year 10 months)

Managed Nestlé Waters customer accounts and provided feedback to managers based on client requirements. Produced daily reports, handled client calls, and supported the team in the absence of the TL to ensure timely, quality delivery.

Customer Account Management MS Excel Team Support Service quality

Support Engineer (TSO)

Hcl Technologies

Jun 2002 - May 2007 (4 years 11 months)

Provided real-time support for McAfee users, resolving technical issues related to the McAfee security program. Deployed updates, service packs, and hot fixes using Windows Update/Automatic Updates to maintain customer satisfaction.

McAfee Security Support Troubleshooting Service Packs Customer Satisfaction