Debayan Mazumdar
Technical Support Specialist
Durgapur
Summary
Results-driven Electronics and Communication Engineering graduate with a solid technical skill set in MySQL, SQL, Cybersecurity, Customer Support, and Data Analytics. Experienced in technical projects, campus leadership, and social service. Proficient in video creation and editing, demonstrating a passion for technology and effective communication. Qualified Advanced Technical Support Specialist with 2 years of helpdesk and customer service experience. Provides comprehensive customer support through engaging customers, identifying issues, and efficiently resolving technical problems. Recognized for positive attitude, strong problem-solving abilities, troubleshooting techniques, and proficiency in technical diagnostics and software support. Committed to ensuring customer satisfaction by promptly and effectively resolving issues.
Overview
4
4
years of professional experience
6060
6060
years of post-secondary education
3
3
Certifications
4
4
Languages
Work History
Technical Support Specialist
NielsenIQ
Pune
08.2023 - Current
- I am working as a Technical Support Specialist and have good knowledge regarding SQL, Oracle database, Customer Support, Internal Application support (Discover, Connect Enterprise, Connect Express).
- I have been working at L1 level and have got wide knowledge regarding Customer Support, Facility Management and have also learnt and solved various application related issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved 20 technical support inquiries per day.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Walked individuals through basic troubleshooting tasks.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Intern
NielsenIQ
Chennai
01.2023 - 05.2023
- Gained extensive experience in tech support by working on various technical issues, enhancing exposure to organizational processes within the CIP team.
- Managed tasks related to FG, RMS FG, and DSP creation, ensuring timely resolution of tickets raised by users across the globe while adhering to Service Level Agreements (SLAs).
- Collaborated with the ADLM team to deploy FG creations with accurate details provided by users, resolving additional user requests with effective solutions.
- Resolved over 120+ tickets in 4 months, delivering comprehensive and timely solutions to user issues.
- Addressed advanced technical issues, including: Finding MAC concatenate values, Modifying POS and PRS code values from 0 to 1, Handling kill and purge processes, Prioritizing and relaunching requests, Resolving various other technical requests efficiently.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Analyzed problems and worked with teams to develop solutions.
- Sorted and organized files, spreadsheets, and reports.
Campus Ambassador
E-Cell, IIT Bombay
Mumbai
07.2021 - 05.2023
- Represented E-Cell at IIT Bombay, promoting entrepreneurship initiatives and events.
- Facilitated connections between new students and current campus community members through mentorship programs and networking events.
- Facilitated student group discussions to stimulate insights and gather resources to help facilitate program success.
Education
B.Tech - Electronics and Communication Engineering
SRM Institute of Science And Technology
Ramapuram, Chennai07.2023
Class XII - Biological Sciences
Hem Sheela Model School
Durgapur, West Bengal05.2019
Class X -
Hem Sheela Model School
Durgapur, West Bengal05.2017
Skills
SQL
Data Analytics
Cybersecurity
Artificial Intelligence
Wireless router configuration
Networking security
Video Editing
Certification
Introduction to Psychology, NPTEL Online Certification, MM/DD/YY
Social Links
www.linkedin.com/in/debayan-mazumdar-14b81a190, https://www.facebook.com/share/18dckxCb6c/
Father's Name
Debashis Mazumdar
Personal Information
- Date of Birth: 09/05/01
- Nationality: Indian
Leadership And Volunteer Experience
- National Service Scheme (NSS), Volunteer, 04/01/22, 04/01/22
- Durgapur Agroho, Member, 01/01/22, Present
- Landmark, Ramapuram, Executive Member, 07/01/20, 08/01/21
Timeline
Technical Support Specialist
NielsenIQ
08.2023 - Current
Intern
NielsenIQ
01.2023 - 05.2023
Campus Ambassador
E-Cell, IIT Bombay
07.2021 - 05.2023
B.Tech - Electronics and Communication Engineering
SRM Institute of Science And Technology
Class XII - Biological Sciences
Hem Sheela Model School
Class X -
Hem Sheela Model School