Debanjan Mukherjee
Tech Support
Bangalore,KA
Summary
Dynamic Level 1 Technical Support Engineer with extensive experience at Dell International Services, excelling in technical troubleshooting and case management. Proven track record of maintaining high customer satisfaction scores while mentoring team members. Adept at hardware diagnostics and fostering collaboration in fast-paced environments, consistently achieving performance metrics.
Overview
18
18
years of professional experience
Work History
Level 1 Technical Support Engineer
Dell International Services
03.2016 - 03.2025
- Contacted customer during out of hours via email & call (for critical cases) to check for their availability.
- If customer wanted support during out of hours, my responsibility was to ensure that an out of hours TSE picks up the case & assist customer.
- Checking & ensuring that product, location & warranty wise the case are routed to the correct team.
- Handling cases of all Dell Enterprise level products lik PowerEdge, PowerVault, PowerStore, PowerSwitch, Copellent etc.
- Assisted new team members in acclimating to the support environment, sharing best practices, and providing mentorship.
- Maintained high-quality service, consistently meeting or exceeding performance metrics in a fast-paced environment.
- Managed multiple tasks simultaneously while maintaining focus on key priorities in a high-pressure environment.
Client Tech Support
Dell International Services
06.2014 - 03.2016
- Joined Dell as a Client Tech Support.
- Handled calls for Dell Client products across EMEA region.
- Handled products like Precision, Alienware, Inspiron etc.
- Maintained high CSAT, RDR score throughout my tenure
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Learned and adapted quickly to new technology and software applications.
Loan Officer
Ocwen Financial Solutions Private Limited
01.2014 - 05.2014
- Providing information about the mortgage that customer's have.
- Provide resolution if customer's aren't able to pay their mortgage.
- Helping customers to pay their monthly mortgage.
Senior Associate
Wipro BPO
06.2007 - 11.2013
- I was part of HP Tech Support, supporting different HP products like desktops, laptops, printers etc
- I maintained high CSAT score throughout my tenure in Wipro.
- Trained and supported new team members, maintaining culture of collaboration.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Increased customer service success rates by quickly resolving issues.
Education
High School Diploma -
Orient Day School
Kolkata, IndiaSkills
- Technical troubleshooting
- Product knowledge
- Printer support
- Hardware diagnostics
- Virus removal
- Software updates
- System configuration
- Operating systems
- Teamwork and collaboration
- Training and mentoring
- Hardware troubleshooting
- Case management
Cooking; Gardening
I started cooking after coming to Bangalore in 2014. Previously I could cook basic items like daal, chawal, egg curry etc.
During the lockdown I watched youtube videos & learnt other dishes like biriyani, momos, paneer kabab, chicken kabab etc.
I keep watching videos on youtube & try to make new dishes whenever I get time.
I picked up gardening during lockdown. My wife inspired me to take up gardening as she is very good at it. I learnt a lot from her & now I know a little about gardening. I have planted & successfully grown capsicum, tomato, green chilly in our small garden.
Languages
English
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)
Bengali
Bilingual or Proficient (C2)
Timeline
Level 1 Technical Support Engineer
Dell International Services
03.2016 - 03.2025
Client Tech Support
Dell International Services
06.2014 - 03.2016
Loan Officer
Ocwen Financial Solutions Private Limited
01.2014 - 05.2014
Senior Associate
Wipro BPO
06.2007 - 11.2013
High School Diploma -
Orient Day School
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