Monisha Mukherjee
Senior specialist technical support
Kolkata
Summary
Resilient Senior specialist with over 6 years operating in demanding internal and external technical support roles. Hungry to continue expanding repertoire of skills and competencies.
Detail-oriented , organized and meticulous employee, with extensive and effective experience in technical support with operational enhancements.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Technical Associate Engineer
GENPACT IND PVT LTD
10.2022 - Current
- Providing technical support to the first level L1, with their queries. Floor support and live monitoring.
- Provide quality management and monitoring for service desk.
- Perform Call/Chat monitoring ticket audits and calibrations-Achieve targets,maintain SLA, KPI metrics. Attend client calls and escalation on need basis.
- Responsible for logging ticket and service request using ticketing tool like service now.
- Process Documentation: Prior experience in updating process document, KB, SOP’s and work flow.
- Reporting- develop and provide daily team -based matrices week and monthly reports to senior management. Conducting meeting and MOMs.
- Auditing calls and chat of the L1 agents to make sure there is a clear and concise documentation of user communication in the issue management system
- System Identifying the trend of inbound calls/tickets and highlighting it to TL as applicable for outage confirmation.
- Expertise in troubleshooting of software, application, operating system, network troubleshooting.
- Discuss technical and process updates with teams, contribute in technical and process update/trainings
- Assist L1 in user and customer onboarding. Installation of operating system as per the business requirement.
- Understand and evaluate, carry out pilots, recommend, take approval and implement new products and technologies.
Associate Technical Support Engineer
CGS INDIA PVT LTD
05.2021 - 09.2022
- To resolve tickets within agreed SLA of ticket volume and time
- Logging ticket for the user reported issue using tool like sprinkler and SFDC post checking whether any prior ticket for the same user.
- To adhere to quality standard (voice and accent, Tech monitoring), regulatory requirements and company policies.
- To ensure positive customer experience and CSAT through First Call Resolution (FCR) and First Day Resolution (FDR) and minimum average handling time (AHT) , rejected resolutions and reopen cases.
- To update work-logs and follow shift for escalation process and process compliance.
- Using Digital Tech console and Boomi flow while troubleshooting hardware related issue.
- Creating dispatch from tool like Dispatch Automation tool (DAT) , Work order Automation Tool (WOAT )for the customer and assist the customer until service completion.
- Troubleshooting hardware and application related issue. Installing various applications and program for end users
- Handling and expediting mails, both external and internal
Process Developer
ION Solution
09.2017 - 04.2020
- Monitor performance and ensure system availability and reliability
- Monitor system resource utilization, trending, and capacity planning
- Responsible for the process updates, creating work flow and make sure that been implemented in the process.
- Responsible for proper maintainence of application and find a workaround at the time of application outrage.
- Assist senior personnel in correcting issues and streamlining operations. Versed in all aspects of IT operations. Provides pleasant, effective technical support and operational enhancements.
- Responsible for continuous analyzation, modification and re-evaluation of existing software application.
- Highlight the drawback and loop-hole in the process to the management
- Responsible for day-to-day tasks associated
- To maintain high login efficiency (availability) for customers
- Responsible for communication, record to report, invoice processing, customer service and process improvement
- To maintain high login efficiency (availability) for customers
- Develop new and improve process flow diagrams, list of rules and procedure-if required find better technical tools (software) that can be used for process flow optimization
- Clarity and coordinate with process owners the list of changes required for process optimization
- Responding to enquiries in a professional and timely manner.
Marketing Manager Technical
Smart power Automation
04.2017 - 09.2017
- Responding to enquiries in a professional and timely manner
- Planning Parking Management Projects using RFID card reader
- Engaging, directly sales group members
- Maintaining daily activity plan, site visit, supervise Automation showroom
- Supporting technical logistics and sales.
Education
Bachelor of Technology - Electronics and Communication
A.I.E.M (JV)
Mogra 06.2013 - 05.2017
Higher Secondary - Science Education
K.V No.2 Kanchrapara
Kanchrapara, India 01.2012 - 04.2013
Secondary -
K.E.M.S
Kanchrapara, India 01.2010 - 04.2011
Skills
Remote technical support, Troubleshooting
PROFESSIONAL SKILLS
· Being proactive and show the utmost respect for customer’s time
· Good time management
· Ensuring all contact with customer add value role and responsibilities
· Analytical problem, solver, resourceful
· Team player,Project Management Skills
· Planning skills, Good Communication skills
· Project Management
Professional Training and Certification
● Lean digital transformation
● SAAS business Transformation
● Cloud computing
● Generative AI
● Training in door darshan Kendra, Kolkata
● Attended workshop of spoken tutorial project of C and CPP training IIT Bombay
● Three-day workshop on Microprocessor and Industrial controller
● Competed in ppt presentation on LTI and Amplitude Modulation
Timeline
Technical Associate Engineer
GENPACT IND PVT LTD
10.2022 - Current
Associate Technical Support Engineer
CGS INDIA PVT LTD
05.2021 - 09.2022
Process Developer
ION Solution
09.2017 - 04.2020
Marketing Manager Technical
Smart power Automation
04.2017 - 09.2017
Bachelor of Technology - Electronics and Communication
A.I.E.M (JV)
06.2013 - 05.2017
Higher Secondary - Science Education
K.V No.2 Kanchrapara
01.2012 - 04.2013
Secondary -
K.E.M.S
01.2010 - 04.2011
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