Football
Arindam Saha
Tech Lead
46/C/D S.N Banerjee Road. Kolkata. West Bengal.,West Bengel
Summary
Have worked in many companies as a Customer support and currently working in Service Desk.Have fair knowledge on technical trouble shooting, also know working in ticketing tool (Service Now,Zendesk,Agent Work Space, Right Now, Live person).
Have knowledge of ticket priority and SLA
Have experience in Handling teams in absence of SME/Lead.
Have experience in Coaching and feedbacks. Have experience auditing tickets and calls.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Sr Systems Engineer
Cognizant Technology Solutions India Pvt. Ltd
Kolkata
03.2022 - Current
- Optimized networked software and operating systems by applying updates and patches.
- Collaborated with clients to determine need and devise appropriate software and hardware solutions.
- Assisted employees with resolving network problems at remote locations.
- Delivered helpdesk service and support to customers.
- All service desk work including trouble shooting of Mainframe, Microsoft Products, Internal systems software install/update , password resets.
- Dealing with P1,P2,P3 tickets and making sure SLA does not gets brech
Customer Service Support Advisor
BT e-Serv (India) Private Limited
Kolkata
05.2021 - 03.2022
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Assisted customers with product selection, troubleshooting and problem resolution.
Renewal Specialist
Byjus-Think & Learn Private Limited
Bangalore
02.2021 - 05.2021
- Helped customers navigate choices between services with support for questions such as terms, pricing, and availability.
- Monitored competitor activities and innovations to stay ahead and proactively adjusted strategies.
- Assisted clients throughout sales process and provided after-sales support to assess satisfaction and resolve problems.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
Concierge
Whitehat Education Technology Private limited
Powai,Mumbai, MH
10.2020 - 02.2021
- Provided personalized customer service to parents and guardians regarding academic needs of students through phone calls, email and live video chat.
- Designed course materials and supported implementation.
- Created curricula, research topics and conceptualized course format, subject matter and presentation.
- Analyzed and restructured educational programs to comply with board regulations.
Sr Technical Support Engineer
Mphasis Limited
Pune
04.2020 - 10.2020
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Maintained response times to support business continuity.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Performed root cause analysis of reported issues to enact corrections.
Sr. Advisor
Wipro BPS
Kolkata
08.2016 - 12.2019
- Taking Billing and Technical (Broadband and Telephone) calls of British Telecom
- Resolving Broadband issues, Billing disputes, taking orders for new equipments
- Highlighting major issues to immediate supervisor for correct and fast resolution
- Previously :- DC( Digital Chat for BT) Taking Billing and Technical chats of British Telecom
- Resolving Broadband issues, Billing disputes, taking orders for new equipments
- Highlighting major issues to immediate supervisor for correct and fast resolution
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
Practitioner
Concentrix Daksh Services India Private Limited
Kolkata
09.2015 - 08.2016
- (Band-3) Operation
- (For Dish Tv Premium) Taking Premium Calls of Dish Tv Pan India Highlighting major issues to the immediate supervisor for correct and fast resolution
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained up-to-date knowledge of product and service changes.
Education
Bachelor of Arts - English
Netaji Subhas Open University
Kolkata 07.2018 - 05.2021
Higher Secondary - Arts & Humanities
Collins Institute
Kolkata 03.2011 - 04.2012
Madhyamik Pariksha -
Collins Institute
Kolkata 05.2008 - 04.2009
Skills
Systems administration
undefinedAdditional Information
Father's Name:- Ashok Kumar Saha
Marital Status:- Single
Interests
Cricket
Basketball
Vollyball
Listening to music
Listening to Horror Audio Stories
Timeline
Sr Systems Engineer
Cognizant Technology Solutions India Pvt. Ltd
03.2022 - Current
Customer Service Support Advisor
BT e-Serv (India) Private Limited
05.2021 - 03.2022
Renewal Specialist
Byjus-Think & Learn Private Limited
02.2021 - 05.2021
Concierge
Whitehat Education Technology Private limited
10.2020 - 02.2021
Sr Technical Support Engineer
Mphasis Limited
04.2020 - 10.2020
Bachelor of Arts - English
Netaji Subhas Open University
07.2018 - 05.2021
Sr. Advisor
Wipro BPS
08.2016 - 12.2019
Practitioner
Concentrix Daksh Services India Private Limited
09.2015 - 08.2016
Higher Secondary - Arts & Humanities
Collins Institute
03.2011 - 04.2012
Madhyamik Pariksha -
Collins Institute
05.2008 - 04.2009
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