Devojyoti Dey
Kolkata
Summary
Strategic professional with 12 years in planning and client relationship management, excelling in sales and problem-solving. Led high-performing teams to exceed objectives while enhancing customer experiences through continuous improvement initiatives. Trained and coached team members to maximise performance and foster collaboration, driving effective solutions and operational enhancements.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Senior Technician
Dell Technologies
Bangalore, India
07.2022 - 07.2026
- Delivered remote technical support for hardware and software issues, enhancing customer satisfaction.
- Troubleshot equipment faults to restore timely, complete service.
- Conducted thorough diagnostics and troubleshooting on equipment failures to minimise downtime and maintain operational efficiency.
- Performed diagnostics on malfunctioning equipment to identify repair requirements.
- Replaced, repaired, or upgraded defective components using relevant tools and instruments.
- Developed and implemented new technical procedures to improve operational efficiency.
- Coordinated repair plans with colleagues and supervisors before scheduled projects.
- Trained and coached junior team members to maximise knowledge and competencies and increase performance.
- Recorded customer interactions in company ticketing system to ensure accurate tracking and follow-up.
- Advised clients on technology investments, enabling informed decision-making and optimising their technology usage.
Senior Associate
Wipro Limited
Kolkata, India
06.2014 - 06.2022
- Provided technical support during critical breakdowns, minimising impact on production schedules.
- Implemented process improvements that enhanced quality of customer service.
- Resolved customer concerns swiftly, enhancing satisfaction for new and existing clients.
- Identified opportunities for improving customer satisfaction, fostering repeat business.
- Built a loyal customer base by resolving issues and delivering service excellence.
- Crafted communication strategies to meet client KP needs consistently.
- Addressed customer queries carefully to maintain outstanding service levels.
- Offered remote troubleshooting assistance to clients, resolving issues without need for in-person visits.
- Developed project scopes and requirements aligned with company objectives.
- Analysed root causes of reported, escalated and reoccurring network problems.
Education
Bachelor - Biology
The University of Calcutta
Kolkata05-2014
All India Senior School Certificate Examination - Science
Oxford Public School
Ranchi03-2011
All India Secondary School Examination - Science
Tata D.A.V Public School
Noamundi03-2009
Skills
- Technical support
- Remote troubleshooting
- Issue resolution
- System diagnostics
- Fault analysis
- Hardware configuration
- Component replacement
- Software proficiency
- Process improvement
- Mentorship and coaching
- Client engagement strategies
- Customer service
- Technical understanding
Certification
Dell Technologies Technical support for Hardware,Nov 21st,2025
Wipro FLM Certification, Kolkata, India, Dec 1st,2018
Languages
English
Proficient
C2
Hindi
Advanced
C1
Bengali
Intermediate
B1
Interests
- Active participant in art and craft events, Cyber Fest, online gaming communities, and cluster-level cricket tournaments
Timeline
Senior Technician
Dell Technologies
07.2022 - 07.2026
Senior Associate
Wipro Limited
06.2014 - 06.2022
Bachelor - Biology
The University of Calcutta
All India Senior School Certificate Examination - Science
Oxford Public School
All India Secondary School Examination - Science
Tata D.A.V Public School