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
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
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