Deba Prasad
Pune
Summary
Dynamic technical support professional with a proven track record at Tech Mahindra Limited, excelling in troubleshooting and resolving complex client issues. Proficient in Service Now and equipped with strong problem-solving abilities, I effectively collaborate with cross-functional teams to enhance customer satisfaction and drive business development initiatives.
Overview
4
4
years of professional experience
Work History
Executives
EXL
Pune
05.2025 - Current
- Collaborated with cross-functional teams to drive project initiatives and improvements.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Educated customers on promotions and store policies consistently.
- Handled customer inquiries, complaints, and returns courteously and promptly.
- Demonstrated knowledge of current sales promotions, special events.
- Handled customer complaints effectively and resolved issues promptly.
- Processed transactions accurately using point-of-sale systems.
- Assisted customers with product inquiries and service issues.
Senior Technical Support Executive
Tech Mahindra Limited
01.2023 - 03.2025
- My day-to-day responsibilities included providing technical support to clients of Verizon Connect and also help them with the deployment services. There are various applications which are being used by the Verizon Connect clients in order to track their vehicles and register their products in Verizon Connect portal. As a Technical support executive, I used to provide technical troubleshooting steps to the clients and helped them to resolve their concerns. I had been allotted to the escalation team to resolve the complex issues of the clients.
L1 Support Executive
Sai Working Solutions Pvt. Ltd.
03.2022 - 01.2023
- In this organization, I got the opportunity to work on the contract basis. My responsibilities were to provide support to the Ecolab representatives and their customers by troubleshooting various issues which usually occurred in the Ecolab websites and the Envision platform. My day-to-day responsibilities also included providing support to the users via Outbound and Inbound calls, Email and chat in order to help the users by troubleshooting the technical issues occurring in the Ecolab sites and the Envision platform and also helping the representatives and the users in getting the access to the required sites which they had requested for. My accomplishments were that I have developed the skill of providing the technical support to the Ecolab representatives and their customers across various sites and also, I have gained the hands-on experience in the usage of Service Now tools.
Technical Process Executive
Infosys BPM, Pune
Pune
02.2021 - 03.2022
- In this organization, I used to work as L1 Technical Support Executive. My responsibilities were to analyze and troubleshoot the various kinds of issues by interacting with the users via phone call or Email or chat, which the users used to face in various applications like teams, chrome browser, Edge browser, and other applications as well as their network related things like VPN and also helping the new users in their onboarding process by providing them the required access. My greatest accomplishment is that I have achieved and developed the skill of serving the users efficiently with the help of Certified Information Security Manager (CISM) ticketing tool.
Education
B.E - Mech
Dr.D.Y.Patil College of Engg
Ambi01.2019
HSC -
St. Joseph’s School
Bhagalpur01.2010
SSC -
St. Joseph’s School
Bhagalpur01.2008
Skills
- Salesforce
- Service Now and CISM ticketing tool
- Knowledge of MS-Office
- Knowledge of Internet application
- MySQL Work Bench
- Jira
- Familiarity with technical support tools, ticketing systems, and escalation processes
- Experience with customer facing role
- Strong written and verbal communication skills
- Strong problem-solving skills and the ability to work independently and collaboratively to resolve issues
- Performing root cause analysis and diagnosing technical issues
- Ability to collaborate with cross functional teams to resolve customer issues
- Ability to analyze technical issues and find the root cause and thereby, rectify the issues
- Troubleshooting
- Quality management
- Business development
Languages
English, Hindi, Bengali
Hobbies and Interests
Playing chess, playing carrom, Travelling
Disclaimer
I hereby declare that the above-mentioned information is true to the best of my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars. Place: Pune Date: (Deba Prasad)
Key Strengths
- Time Management & Planning: Capable of managing the time and planning the work.
- Willingness to learn: Have the willingness to learn new things and achieve knowledge.
- Hard/Smart worker: I put full efforts to achieve the target
- Handling the work pressure: Capable of handling the work pressure efficiently.
- Adaptable: I am flexible to work shifts and adaptable to any work environment.
Timeline
Executives
EXL
05.2025 - Current
Senior Technical Support Executive
Tech Mahindra Limited
01.2023 - 03.2025
L1 Support Executive
Sai Working Solutions Pvt. Ltd.
03.2022 - 01.2023
Technical Process Executive
Infosys BPM, Pune
02.2021 - 03.2022
B.E - Mech
Dr.D.Y.Patil College of Engg
HSC -
St. Joseph’s School
SSC -
St. Joseph’s School
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