Arpan Saha
Bengaluru
Summary
Dynamic technical support professional with over 9 years of experience in enterprise systems, customer support, and process improvement. Expertise in enhancing team readiness, managing cases, and conducting escalation analysis to drive rapid resolutions and elevate customer satisfaction. Proficient in mentoring engineers, developing troubleshooting guides, and fostering cross-functional collaboration for effective technical and process enhancements. Strong skills in Power BI, PowerShell, Tableau, and MS Excel support a solid foundation in automation, data analysis, and documentation aimed at minimizing recurring issues and optimizing service delivery.
Overview
11
11
years of professional experience
1
1
Certification
Work History
System Development Engineer
Dell Technologies
01.2024 - Current
- Conducted case reviews and technical readiness sessions for support engineers, improving case progression efficiency.
- Reduced customer escalations by 20% through proactive bug identification and AI-based escalation analysis.
- Developed automation scripts in PowerShell to streamline triage and upgrade validation processes, saving hundreds of work hours.
- Collaborated with engineering to improve product supportability, authoring KBs and SOPs for internal and external stakeholders.
- Managed release cycles and integrated AI tools for bug triage and ticket analytics, improving delivery excellence.
Senior Technical Support Engineer
Dell Technologies
12.2020 - 12.2023
- Delivered technical support for enterprise products, ensuring timely and accurate resolutions for global clients.
- Mentored junior engineers on troubleshooting methods and escalation handling.
- Conducted case reviews, provided process compliance feedback, and raised engineering bugs for deep-dive triage.
- Enhanced cross-team collaboration to improve resolution quality and speed.
Software Engineer (Contract)
IBM
09.2019 - 02.2020
- Migrated legacy Perl/Python scripts to PowerShell for infrastructure automation.
- Created reusable automation components to reduce repetitive tasks.
Deployment Engineer
Hewlett Packard Enterprise
09.2017 - 08.2019
- Performed remote installations/upgrades for enterprise storage systems with zero post-deployment escalations.
- Built automation tools for configuration validation and log analysis, reducing deployment errors.
Project Engineer
Wipro Technologies
11.2014 - 08.2017
- Delivered L0 support for enterprise storage systems, conducting triage and diagnostics to resolve alerts.
Education
BCA - undefined
Dinabandhu Andrews Institute of Technologies & Management
01.2013
Higher Secondary - undefined
KVS
01.2010
Secondary - undefined
Jadavpur (Boys) High School
01.2006
Skills
- Technical Support & Troubleshooting (L1–L3)
- Case Review & Escalation Management
- Process Compliance & Delivery Excellence
- Team Readiness & Mentoring
- Automation (PowerShell, Python – persuing)
- Data Analysis & Reporting (Power BI, Tableau, Excel)
- Knowledge Base & Documentation Enhancement
- Cross-functional Collaboration
- HTML & XML for Web-based Solutions
Websites
Certification
Associate – Information Storage and Management V5.0, Dell (Dec 2022)
Timeline
System Development Engineer
Dell Technologies
01.2024 - Current
Senior Technical Support Engineer
Dell Technologies
12.2020 - 12.2023
Software Engineer (Contract)
IBM
09.2019 - 02.2020
Deployment Engineer
Hewlett Packard Enterprise
09.2017 - 08.2019
Project Engineer
Wipro Technologies
11.2014 - 08.2017
BCA - undefined
Dinabandhu Andrews Institute of Technologies & Management
Higher Secondary - undefined
KVS
Secondary - undefined
Jadavpur (Boys) High School
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