Debojyoti Bhattacharjee
Technical Support Engineer
Bangalore
Summary
Seasoned Technical Support Engineer with 7 years of experience in helping and guiding customers and clients to resolve technical issues. Self motivated, detail oriented and goal driven professional with a demonstrated history of working in the field of customer support . Posses good interpersonal, communication, leadership , mentoring skills and work ethics, with a desire to explore, achieve and evolve
Overview
8
8
years of professional experience
7
7
years of post-secondary education
Work History
Technical Support Engineer
Dell International Services Pvt Ltd
Bangalore
02.2022 - Current
- Working as Centralized Tech Expert (CTE) assisting Front-line engineers providing real time technical guidance, dispatch review, approval and escalation support, via direct collaboration with both engineer and customers globally
- Ensure all service calls are logged in accordance with Dell guidelines
- Ensure real time CTE engagement service level adherence
- Ensure a positive and constructive experience at all times when handling engineer queries
- Drive side by side lab vitality feedback into the technical coaching process
- Feedback PG/Quality issues when applicable
- Feedback on tools/guided path issues/gaps when applicable
- Real time, live case review of Repeat Dispatch Rate (RDR) and root cause analysis
Client Tech Support Specialist
Dell International Services Pvt Ltd
Bangalore
02.2016 - 01.2021
- Served as primary point of contact for support relating to Dell owned solutions and products for EMEA region.
- Responded to support requests from end-users and patiently walked individuals through basic and advanced troubleshooting tasks to resolve the issue
- Attended training programs to deepen professional skillset and assisted in training fellow team members on existing and new training programs.
- Understanding business requirement of clients and providing quick resolutions for business continuity purpose.
- Understanding Computer Hardware, Entry and Midlevel Server and Network level troubleshooting.
Education
Bachelor of Engineering - Computer Technology
Priyadarshini Institute of Engineering &Technology
Nagpur 04.2010 - 07.2015
AISSCE CBSE -
BSF Senior Secondary School
Shillong 03.2008 - 04.2010
Skills
Root cause analysis
Internal policy compliance
Technical fault tracking
Performance Optimization
Software Debugging
Support system management
Customer relationship management
Staff education and training
Technical issues analysis
Timeline
Technical Support Engineer
Dell International Services Pvt Ltd
02.2022 - Current
Client Tech Support Specialist
Dell International Services Pvt Ltd
02.2016 - 01.2021
Bachelor of Engineering - Computer Technology
Priyadarshini Institute of Engineering &Technology
04.2010 - 07.2015
AISSCE CBSE -
BSF Senior Secondary School
03.2008 - 04.2010