Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic
GAGAN RB

GAGAN RB

Associate Escalation Lead
Bengaluru

Summary

I am a B-Tech graduate under the stream of Electrical and Electronics Engineering seeking a full-time position in the field of Networking/Technical Support Engineer/ Escalation Lead where I can apply my skills and knowledge and build up my career.

Overview

6
6
years of professional experience
5
5
Languages

Work History

A2B2 IT service pvt. ltd.
  • -Enthusiastically worked on "Networking" and learned about the basics of configuration and troubleshooting in real world network devices.
  • 160hrs of intensive traing

IT- HELPDESK INTERN

Viteos capital market and fund service
01.2020 - 07.2020
  • - Created overviews and solved JIRA tickets regarding any technical issues.
  • - Training regarding networking, subnetting, routing, and working in a virtual environment to install multiple operating systems.

Senior Onboarding Specialist

Byjus Think And Learn
10.2020 - 08.2023
  • Worked closely with newly hired students, answering questions and addressing various concerns during the onboarding process.
  • Post-sales onboarding on how to specialize in the product that has been purchased and grasp the maximum knowledge of the course provided to clients.
  • Led professional and thorough orientation sessions, introducing newly onboarded students and parents to key company information.
  • Helped newly hired students and parents complete and submit required paperwork, and set up benefits.
  • Additionally, it helped address the technical flaws that were faced on the respective devices provided by the organization.

Associate Escalation Lead

ChargePoint
09.2023 - Current
  • Managed high-stress situations with a calm demeanor, prioritizing customer concerns and ensuring timely resolutions.
  • Conducted regular reviews of individual team member performance when handling escalated cases, offering constructive feedback and targeted coaching sessions for improvement areas identified.
  • Contributed to the development of company-wide escalation policies and procedures, standardizing processes across all departments.
  • Fostered a positive work environment through open communication, peer recognition, and clear expectations, resulting in increased employee morale and reduced turnover rates.
  • We drive our teams with the required assistance in troubleshooting the EV charging stations, with the help of our specialized tool, CLI.
  • Also trained to handle and troubleshoot our complex DC stations, which are called EXPP Plus stations, with better software and hardware support.

Education

B-Tech - Electrical and Electronics Engineering

PRESIDENCY UNIVERSITY BANGALORE
01.2020

PUC - PCME

MES PROF. B.R. SUBBARAO PU COLLEGE
01.2016

ICSE -

ST PHILOMENA'S ENGLISH SCHOOL
01-2014

Skills

-Routing protocols (Static, Dynamic, RIP, OSPF)

-IPV4, IPV6

-Infrastructure Services(DHCP, DNS, NAT/PAT)

Interests

Gaming, Biking, Sports, Electronic gadgets

Timeline

Associate Escalation Lead

ChargePoint
09.2023 - Current

Senior Onboarding Specialist

Byjus Think And Learn
10.2020 - 08.2023

IT- HELPDESK INTERN

Viteos capital market and fund service
01.2020 - 07.2020

A2B2 IT service pvt. ltd.

B-Tech - Electrical and Electronics Engineering

PRESIDENCY UNIVERSITY BANGALORE

PUC - PCME

MES PROF. B.R. SUBBARAO PU COLLEGE

ICSE -

ST PHILOMENA'S ENGLISH SCHOOL
GAGAN RBAssociate Escalation Lead