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
Service desk, End user 24/7 support
Active directory -Password reset , standard account creation,Okta MFA
Security tech tool Identity, Absolute, IMDashboard support
Window os / Mac troubleshooting
ITSM Ticketing tool like service now, CRM tools
Incident management, Inventory management
Experience in ticketing ITSM tool like service nowSOP and workflow creationKnowledge transfer trainingMicrosoft office tools like outlookCustomer service and customer satisfaction, L1 support, Maintain SLA
Cisco Any connect, VPN, Vmware
0365 Support, admin center
Distribution list, exchange mail box
Software installation, Driver installation
Ensuring all contact with customer add value , role and responsibilities
Hardware and software Troubleshooting
Quality audits
Fast learner, Highly dependable, Excellent attention to detail"
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