Gaming, Biking, Sports, Electronic gadgets
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
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