Avipsa Chakraborty
Kolkata
Summary
Customer-Focused Technical Support Advisor Dedicated and knowledgeable Technical Support Advisor with over 4 years of comprehensive experience addressing a wide spectrum of hardware and software issues for diverse clientele. Known for delivering personable, insightful technical assistance, ensuring optimal customer satisfaction. Proven track record in providing in-depth technical support and showcasing excellent organizational and problem-solving skills. A collaborative team player with a strong work ethic, contributing to positive team environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Technician
Dell Technologies
Bangalore
12.2021 - Current
- Extensive knowledge of troubleshooting and resolving hardware and software issues on various platforms, including Windows, macOS, and Linux.
- Proficient in diagnosing and resolving networking and connectivity issues.
- Hands-on experience with a diverse range of devices, including laptops, desktops, printers, and peripherals.
- Proven track record of delivering exceptional customer service and support to meet and exceed client expectations.
- Strong communication skills with the ability to convey technical information in a clear and understandable manner.
- Spearhead goal management initiatives within the team, ensuring alignment with organizational objectives and contributing to the achievement of key performance indicators.
- Play a pivotal role in onboarding new team members, providing mentorship in both process intricacies and effective communication strategies, fostering a smooth integration into the team.
- Demonstrate expertise in technical support to North American clients, addressing and resolving issues with a focus on efficiency and client satisfaction.
- Actively contribute to a collaborative team environment, leveraging strong communication skills to facilitate seamless information flow and teamwork.
- Stay abreast of industry trends and advancements, continuously enhancing personal and team knowledge to deliver high-quality support services.
- Provided comprehensive assistance to customers in resolving hardware and software issues related to laptops, desktops, all-in-one systems, and various Dell/non-Dell peripherals.
- Demonstrated leadership by assisting team members with case management in the absence of a mentor, ensuring smooth operations and efficient issue resolution.
- Consistently met and exceeded performance metrics, including Response and Resolution Time (RIR/RDR), Average Handling Time (AHT), and Effective Average Handling Time (EAHT) goals on a daily basis.
- Took ownership of managing cases and overseeing team members' responsibilities during their absence, ensuring continuity of service and adherence to quality standards.
- Achieved a remarkable 100% Customer Experience (CX) satisfaction rate while maintaining a 0% Dissatisfaction (DSAT) rate, reflecting a commitment to delivering exceptional customer service.
- Collaborated with cross-functional teams to streamline processes, enhance efficiency, and contribute to a positive work environment.
- Kept abreast of industry trends and product knowledge to provide accurate and up-to-date support to customers.
Technician
Dell Technologies
Bangalore
05.2021 - 12.2021
- Installed and configured hardware components for various Dell devices.
- Diagnosed and resolved technical issues for customers and internal teams.
- Collaborated with engineering teams to test new products and features.
- Provided technical support through remote troubleshooting and customer interactions.
- Documented procedures and solutions for future reference in knowledge base.
- Utilized a variety of hand tools including soldering irons, screwdrivers, pliers, cutters, wire strippers and crimpers.
- Maintained records of repairs, calibrations, and tests performed on equipment.
Senior Associate
Wipro
Kolkata
06.2019 - 05.2021
- Provided exemplary technical support to HP clients based in North America, specializing in a range of products including laptops, desktops, all-in-one systems, and accessories.
- Successfully achieved sales targets and maintained high monthly Customer Satisfaction (CSAT) scores, demonstrating a commitment to delivering top-notch customer service.
- Conducted thorough quality assurance assessments to ensure the highest standards of service and support were consistently met for HP's clientele.
- Collaborated closely with cross-functional teams to address technical issues promptly and enhance overall customer experience.
- Demonstrated strong problem-solving skills and effective communication to troubleshoot and resolve customer queries efficiently.
- Stayed updated on product knowledge and industry trends to provide informed and up-to-date assistance to customers.
Education
Bachelor of Arts - English Literature (Honors)
IGNOU
Kolkata01.2024
12th - Humanities
Dreamland
Uttarpara, WB01.2019
ICSE -
Indira Gandhi Memorial Academy
Kolkata01.2017
Skills
- Technical troubleshooting
- Networking & Connectivity
- ITIL foundation certification
- Commercial and gaming support
- Web development fundamentals (HTML,CSS)
- Analytical thinking
- Device and application support
Accomplishments
Professional:
- Achieved a remarkable 100% customer experience (CX) satisfaction rate while maintaining a 0% dissatisfaction (DSAT) rate
- Consistently met and exceeded performance metrics, including response and resolution time (RIR/RDR), average handling time (AHT), and effective average handling time (EAHT) goals on a daily basis
- Received multiple awards from Dell Technologies, including 'Applause' and 'Bravo,' for outstanding performance
Education:
- Graduated with honors in Bachelor of Arts, IGNOU – 2024
- Recognized for academic excellence while balancing full-time professional responsibilities
Affiliations
- Dell Technologies awards:
Award type "Bravo" Q4FY22
Award type "Applause" Q1FY23
Award type "Applause" Q2FY23
Award Type "Applause" Q3 FY23
Award Type "Applause" Q1 FY24
Award Type "Applause" Q2 FY24
Award Type "Applause" Q4 FY24
Award Type "Applause" Q1 FY25
Award Type "Applause" Q2 FY25
Award Type "Bravo" Q3 FY25
Award type 'Applause' Q1 FY26
- Wipro awards:
1 year completion certificate
Certification
- ITIL® Foundation Certificate in IT Service Management - PeopleCert
- GenAI Foundation - Dell Technologies
- Introduction to Prompt Engineering
Languages
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Japanese
Beginner (A1)
A1
Creative & Performing Arts
- Classical dance: trained in Bharatnatyam and Kathak, with years of disciplined practice in traditional Indian classical forms
- Sketching and visual arts: formally trained in sketching, skilled in pencil, ink, and charcoal work, developed a strong eye for detail, composition, and creative expression
- Television appearance: participant in Dance Bangla Dance Junior (2010–2011), a popular regional dance reality show aired on Zee Bangla, showcasing classical and semi-classical choreography
References
References available upon request.
Timeline
Senior Technician
Dell Technologies
12.2021 - Current
Technician
Dell Technologies
05.2021 - 12.2021
Senior Associate
Wipro
06.2019 - 05.2021
Bachelor of Arts - English Literature (Honors)
IGNOU
12th - Humanities
Dreamland
ICSE -
Indira Gandhi Memorial Academy
Similar Profiles
Reventh Raj YataReventh Raj Yata
SENIOR PRINCIPAL BUSINESS INTELLIGENCE MANAGER at DELL Technologies (DELL EMC + Dell Entities)SENIOR PRINCIPAL BUSINESS INTELLIGENCE MANAGER at DELL Technologies (DELL EMC + Dell Entities)
Taarun RajBhalanTaarun RajBhalan
Principal Software Engineer – Performance Engg at Dell Technologies Inc, Dell International ServicesPrincipal Software Engineer – Performance Engg at Dell Technologies Inc, Dell International Services
M.Banu PrakashM.Banu Prakash
Senior Analyst, Sales at Dell International Services (Dell Technologies)Senior Analyst, Sales at Dell International Services (Dell Technologies)
Reginald WilkinsonReginald Wilkinson
Quality Engineer at DELL TECHNOLOGIES / DELL EMCQuality Engineer at DELL TECHNOLOGIES / DELL EMC
SATYARANJAN DEYSATYARANJAN DEY
Network Engineer at Tata Consultancy ServicesNetwork Engineer at Tata Consultancy Services