Barsabaran Saha
Bengaluru
Summary
Senior Technical Support Analyst with 3+ years of experience delivering enterprise-level product and software support for global customers. Proven expertise in incident management, troubleshooting complex technical issues, SLA adherence, and customer escalation handling. Strong communicator with experience collaborating cross-functionally to ensure timely resolution and high customer satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Senior Technician – Technical Support
Dell International Services Pvt. Ltd.
Bengaluru
05.2022 - 01.2025
- Provided frontline technical support to global enterprise customers across multiple channels (calls, email, chat).
- Troubleshot and resolved complex hardware, software, and configuration issues within defined SLAs.
- Managed high-priority escalations by collaborating with Level 2 engineers and internal teams.
- Took end-to-end ownership of incidents, performing root cause analysis and ensuring permanent resolution.
- Maintained accurate case documentation and followed standard operating procedures.
- Delivered regular status updates to customers and stakeholders to ensure transparency and satisfaction.
- Contributed to process improvements and internal tool enhancements.
- Prepared and shared weekly performance dashboards highlighting key metrics and achievements.
- Demonstrated flexibility in supporting different time zones to ensure 24/7 service availability.
- Awards:
- Dell Inspire Award – Outstanding performance and customer service
- Dell Bravo Award – 100% customer satisfaction in a single quarter
Education
Bachelor of Engineering (B.E.) - Computer Science Engineering
CMR Institute of Technology
01.2019
Skills
- Technical Support & Troubleshooting
- Incident & Escalation Management
- Customer Support (Email, Chat, Voice)
- Root Cause Analysis
- SLA & KPI Management
- Knowledge Base & SOP Documentation
- Cross-team Collaboration
- Dashboard & Performance Reporting
- Operating Systems & Tools: Microsoft Teams, Outlook
- Application Support: Enterprise software & applications
- Networking: Basic networking and connectivity troubleshooting
- Databases: Basic SQL, MySQL
- Security & System Protection: Basic system security practices
- Hardware & Software Diagnostics
Certification
- IT Glue Certified Professional – User Level 1
- Responsive Web Design – Udemy, 09/01/19
Projects
Online Voting System, Designed and developed an e-voting system using PHP and MySQL to ensure secure data handling and digital voting. Linear Search Visualization, Implemented and visualized a linear search algorithm using C and OpenGL with a graphical interface.
Personal Information
Title: Senior Technical Support Analyst
Languages
- English
- Bengali
- Hindi
Timeline
Senior Technician – Technical Support
Dell International Services Pvt. Ltd.
05.2022 - 01.2025
Bachelor of Engineering (B.E.) - Computer Science Engineering
CMR Institute of Technology