Aindrila Guha

As a Technology & Operations Analyst at Ralph Lauren LLC, I am responsible for managing and optimizing technology solutions to support business operations. I collaborate with cross-functional teams to gather requirements, analyze user needs, and implement effective solutions. I utilize my skills in troubleshooting, data analysis, and project management to identify areas for improvement and drive operational efficiencies.

• Lead the implementation and management of technology systems, ensuring seamless integration and functionality across departments. Utilize tools and software such as SNOW systems, CISCO, Adyen, Microsoft Intune, MDM Azure, SolarWinds, Cisco Meraki, inventory management systems, and data analytics platforms to streamline processes and improve productivity.
• Provide technical support and training to end-users, ensuring they have the knowledge and tools to effectively utilize technology systems. Collaborate with IT teams to address and resolve technical issues promptly.
• Analyze data and generate reports to identify trends, patterns, and opportunities for process optimization. Present findings to stakeholders and recommend strategies to drive business growth and efficiency.
• Manage and prioritize multiple projects simultaneously, ensuring deadlines are met and deliverables are of high quality. Collaborate with external vendors and partners to implement and integrate new technology solutions.
• Maintain documentation and knowledge base for technology systems, ensuring accurate and up-to-date information is available to end-users. Conduct regular training sessions to educate employees on system updates and best practices.

As a Senior Technician at Dell EMC, I was responsible for providing technical support and troubleshooting services to B2B IT users. I utilized my skills in hardware and software diagnostics, problem-solving, and customer service to address and resolve technical issues.

• Provided remote and on-site technical support to customers, diagnosing and resolving hardware and software issues in a timely manner. Utilized tools and resources to troubleshoot and identify root causes of technical problems.
• Participated in code reviews and provided feedback to team members to ensure code quality and adherence to coding standards. Mentored junior engineers and provided technical guidance and support as needed.
• Continuously updated knowledge and skills in emerging technologies. Participated in training programs and certifications to stay current with industry trends and best practices.
• Collaborated with cross-functional teams to escalate and resolve complex technical issues. Worked closely with product development teams to provide feedback and suggestions for product improvement based on customer feedback and recurring issues.
• Managed and maintained customer relationships, ensuring high levels of customer satisfaction and retention. Responded to customer inquiries and provided technical guidance.
• Contributed to the development and improvement of technical support processes and procedures. Participated in knowledge sharing activities and provided training to junior technicians to enhance team capabilities and efficiency.
• Stayed up-to-date with the latest industry trends and technologies. Participated in training programs and certifications to enhance technical skills and knowledge.

As a Technical Support at Concentrix, I was responsible for designing, developing, and maintaining software solutions. I utilized my skills in programming languages, database management, and problem-solving to create efficient and scalable applications.

• Assisted customers with various types of technical issues via email, live chat and telephone.
• Troubleshot customer inquiries related to software and hardware issues.
• Resolved escalated customer service issues in a timely manner.
• Assisted customer in understanding products, components and systems using technical demonstration.
• Assisted customers with installation of new hardware and software applications.
• Documented all activities related to technical support including processes, updates, changes made.
• Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
• Walked customers through common Computer's hardware and software configurations to maximize service functionality.
• Used remote login tools to assist clients with technical and product questions.
• Served as first point of contact for incoming technical service calls and emails.
• Documented customer complaints and inquiries for use in technical documentation and bug tracking.
• Monitored customer feedback to ensure high levels of satisfaction.