GRADUATE DIPLOMA IN BUSINESS ADMINISTRATION | 2010 | NATIONAL INSTITUTE OF MANAGEMENT
NIOS ( A Level) | 2004 | St. Peter High School
ICSE ( GCSE ) | 2002 | St. Thomas Church School
1) Dell International Services Pvt Ltd, Bangalore, India May2015 to Nov2015
2) Limtex Infotech, Kolkata, India Jun 2013 to Dec2013
3) IBM Global Services Ltd, Kolkata, India May2010 to May2013
EDUCATION
Graduate Diploma In Business Administration
2010, National Institute of Management
AWARDS
Best Employee Award IBM, Kolkata, India, 2010 – 2013
Best Employee, Dell International Services, Bangalore, India, 2015
SKILLS AND ABILITIES
Soft skills:
Decision making Abilities, Creative in approach, Effective Team Handling, Effective Analytical skills, Ability to bring out the best from within under high pressure, Very focused regarding deadlines and punctuality.
Technical abilities
Desktop Systems – Help Desk Operations – Support Techniques
Training – Customer Service – System Maintenance
System Tuning – Diagnostics – Component Repair
Microsoft Windows – Microsoft Office – Microsoft Networking
Hardware Diagnosis – Wireless – Virus Issue
EXPERIENCE
May 2015 to Nov 2015
Sr. Technical Executive
Dell International Services Pvt Ltd, Bangalore, India
– Responsible for Complete Hardware & Software technical support to Retail Clients.
– Responsible for correct parts dispatch across.
– Coordinating with enterprise vendor for accurate & timely part and or engineer dispatch.
– Worked closely with Operations to ensure consistency.
– Keeping a close look at all the possibilities which might delay engineer visit or parts delivery delay.
– Taking care of SLA, AHT, Quality, RDR and Csat.
Jun 2013 to Dec 2013
Sr. Technical Specialist
Limtex Infotech, Kolkata, India
– Troubleshooting for Hardware/Software Issue for all Computers manufacturer for USA, Canada, UK &
– Troubleshooting on Internet and Wireless Issue.
– Troubleshooting on Virus and Peripheral Issue.
– Up selling.
– Taking care of SLA, AHT, Csat, Quality.
May 2010 to May 2013
Sr. CRM Ops Technical
IBM Global Services Ltd, Kolkata, India
– Worked as a Floor Mentor
– Handling team Taking care of the SLAs, productivity hour and up-selling for the team.
– Troubleshooting for Hardware/Software Issue for all Computers
– Responsible for team performance as per the client and business requirements and set parameters.
– Providing training and feedback as per the requirements to agents providing timely resolution.
– Troubleshooting on Computer Hardware and Software issues.
May 2009 to Mar 2013
Technical Executive
Wipro BPO, Kolkata, India
– Troubleshooting for Hardware/Software Issue for all HP Computers for USA, Canada, UK & Australia customers.
– Troubleshooting on Internet and Wireless Issue
– Troubleshooting on Virus and Peripheral Issue
– Up selling
– Taking care of SLA, AHT, Csat, Quality, FCR and RDR Certifications
– Business Etiquette, Customer Service & Business Communication
– Completed certification on Business Etiquette, Customer Service & Business Communication.
– Been part of a Green Belt Project on Customer Satisfaction Rate (CSAT) for the account.
HOBBIES
Socializing, Event Management
