Debayan Kundu
Tech Support Engineer
Pune
Summary
Results-driven Technical Support Engineer with a strong background in troubleshooting and resolving complex technical issues. Proven expertise in delivering exceptional customer service and fostering positive client relationships to ensure high levels of satisfaction and retention. Adept at collaborating with cross-functional teams to implement solutions that enhance system performance and user experience. Committed to continuous learning and staying updated with the latest technologies to deliver innovative support solutions.
Overview
11
11
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Tech Support Specialist
Infosys BPM LTD.
04.2022 - Current
- Working as a Technical Support Specialist at Infosys for Global Technical Support B2B since April 2022.
- Handling, guiding, motivating team members also handling Amlin users and VIP users in technical issues and requirements, like Outlook troubleshooting, Access issues in Active Directory and other applications, speciality in IAM and PAM.
- Microsoft Visio and Microsoft Project Troubleshooting
- Troubleshooting in Citrix Virtualization
- Troubleshooting for Windows Direct Access / AOVPN / Global protect
- Troubleshooting in Microsoft SQL visual management studio and other applications
- Creating accounts in Active Directory in different domain and Azure Active Directory adding groups / paths, Raising Incident tickets, working on Tasks tickets, Escalation calls , P3,P2 tickets etc .
- Working on Microsoft Exchange Admin platform for Distribution List and Shared Mailbox
- Experience in handling Nextthink application to fetch Technical details for troubleshooting purpose
- Experience in handling incidents/requests via “Service Now” and “TRAX” ticketing tool
- Coordinate with IT teams to resolve advanced computer software and hardware problems
- Dispatching of tickets to support engineers in absence of tech leads or duty manager
- Delivered appropriate level of service based on Service Level Agreements (SLA).
- Joined in April 2022.
- B2B Shift: UK /USA/SINGAPORE/MALAYSIA/SOUTH AFRICA/UAE
Tech Support Engineer
Concentrix (Convergys)
12.2021 - 03.2022
- Worked as technical support engineer in Concentrix for Microsoft in EPS networking since December 2021 to March 2022. (USA and Asia-pacific) (Reason for short tenure – over hiring as compare to cases projected
- Job role – DNS configuration and troubleshooting
- DHCP configuration and troubleshooting, Certificates configuration
- Active directory installation and configuration
- Server OS installation
- Client OS installation
- TCP/IP traces in Microsoft network monitor , etc .
- Checking Fragmentation etc.
- Joined December 2021 to March 2022. Reason for short tenure – over hiring as compare to cases projected.
- Microsoft EPS networking, Shift – USA / Asia-pacific, Designation – support engineer, Branch – Pune.
Senior Technical Executive
Vodafone Shared services pvt ltd
07.2019 - 11.2021
- Worked as senior technical executive in Vodafone New Zealand since July 2019 to November 2021 in Complex technical department.
- L1 Troubleshooting for Outlook, VPN, Other applications
- Installation and Troubleshooting of Applications Like AntiVirus software, Microsoft O365, Teams, VDI etc.
- Troubleshooting for Chorus fibre, North power fibre, Enable fibre, UFF fibre.
- Troubleshooting for Copper connection for ADSL, VDSL.
- Troubleshooting for Vodafone Coaxial connection, old HFC connection
- Troubleshooting for Home wireless broadband, rural broadband
- Troubleshooting for Vodafone TV – bundle TV , standalone TV . Vodafone app, Vodafone TV app
- Troubleshooting for Vodafone mobile connection. Super wifi connection
- Joined in July 2019 to November 2021
- Project : Vodafone New Zealand Complex Technical.
Senior Advisor
Tech Mahindra Business Services Ltd.
11.2017 - 06.2019
- Worked as Advisor in Tech Mahindra Business Services Ltd. November 2017 to June 2019 in UK Telecom process.
- Designation: Senior Advisor.
- Branch - Pune.
- International Users for Cancellation & Retentions
- Project : 3 mobile UK.
- . Duration – 19 months – November 2017 – Jun 2019
CSA
XPLORETEC {Fusion Bpo services Plc }
06.2014 - 03.2017
- Worked as sr.CSA in XPLORETEC for 2.9 years. June 2014 to March 2017, in UK Survey. Re-joined for around 3 months.
- Process - Voice process, outbound, b2c, UK survey (lifestyle survey, healthcare survey).
Education
MBA - Information Technology
Northeast Frontier Technical University
05-2020
Skills
DEVOPS – [GIT, GITHUB, MAVEN, NAGIOS, JENKINS, ANSIBLE, TERRAFORM, DOCKER, KUBERNETES, PROMETHEUS, GRAFANA ETC] FROM SEVEN MENTORS INSTITUTE – PUNE
PROJECT 1 – DEVOPS – CI/CD CONFIGURATION USING GIT, ANSIBLE, JENKINS, DOCKER, TOMCAT
PROJECT 2 – DEVOPS – CI/CD PROJECT ON WINDOWS
PROJECT 3 – DEVOPS – INFRASTRUCTURE AUTOMATION WITH TERRAFORM
PROJECT 4 – DEVOPS – KUBERNETES PROJECT
LINUX – RHCSA RHCE FROM SEVEN MENTORS INSTITUTE - PUNE
Certified Kubernetes Administrator from NITS Global, Pune
AWS SOLUTION ARCHITECT – ASSOCIATE from NITS Global – Pune
AZURE 104 {ADMINISTRATOR} – from NITS Global – Pune
MCSA [Microsoft Certified Solutions Associate] from NITS Global – Pune
Hardware Networking & CCNA [Cisco Certified Network Associate] from SNTI – Pune
Certification
INTERNAL INFOSYS CERTIFICATION
PERSONAL INFORMATION
- PASSPORT – YES
- FATHER – LATE SAMIR KUNDU
- NATIONALITY - INDIAN.
- HOMETOWN – KOLKATA, WEST BENGAL INDIA
Accomplishments
Won RnR award at Infosys - 2024 and 2025
Won RnR award at Vodafone - 2020
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Tech Support Specialist
Infosys BPM LTD.
04.2022 - Current
Tech Support Engineer
Concentrix (Convergys)
12.2021 - 03.2022
Senior Technical Executive
Vodafone Shared services pvt ltd
07.2019 - 11.2021
Senior Advisor
Tech Mahindra Business Services Ltd.
11.2017 - 06.2019
CSA
XPLORETEC {Fusion Bpo services Plc }
06.2014 - 03.2017
MBA - Information Technology
Northeast Frontier Technical University