Badminton
Arnab Goswami
Senior Technical Support Engineer
Bengaluru
Summary
Accomplished Senior Technical Support Engineer with a proven track record at Tredence Analytics, specializing in technical support and team management. Excelled in enhancing client retention through exceptional customer support and innovative IT solutions. Skilled in troubleshooting vari and adept at leading teams to streamline troubleshooting processes, achieving significant improvements in issue resolution times.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Senior Technical Support Engineer
Tredence Analytics
02.2024 - Current
- Led a team of junior engineers, ensuring timely delivery of high-quality support services to clients.
- Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.
- Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.
- Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.
- Worked on various POCs for new IT technology implementations.
- End to End troubleshooting of all IT systems including OS, Network and servers.
- Worked on implementing VOIP devices across the firm.
- Participating in ISO and various internal audits, and providing them details of infrastructure and security policies.
- Working with various vendors and representing the company in various feasts and events.
- Worked on full office infrastructure during office shifting and implementation of new architecture in new office.
- Deployed Akamai WAF and Zscaler end-to-end.
Technical Support Engineer
Capgemini Engineering
06.2021 - 02.2024
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Troubleshoot Various Network, Operating System, Server related issues.
- Provides timely resolutions to client within specified SLA.
- Configured and maintained firewalls, intrusion detection systems, and virtual private networks.
- Coordinated with vendors to do various POCs for new IT technologies and implemented them end to end.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Mentored junior members of the team on best practices in issue resolution techniques.
Education
Bachelor of Technology - Information Technology
Rungta College of Engineering And Technology
Bhilai, India 04.2001 -
Skills
Application support
Remote support
Customer support
Virtualization technologies
Linux
Operating System
Network
Infrastructure
Customer Handling
Team Managment
Interests
Tabla
Painting
Reading
Timeline
Senior Technical Support Engineer
Tredence Analytics
02.2024 - Current
Technical Support Engineer
Capgemini Engineering
06.2021 - 02.2024
Bachelor of Technology - Information Technology
Rungta College of Engineering And Technology
04.2001 -