Monodeep Das
Technical Support Executive
Kolkata,WB
Summary
Skilled Technical Support Executive, proficient in supporting hardware and software issues for Workstations. Specializing in troubleshooting Desktop and Windows OS. Over 3 years in IT support and troubleshooting.
Overview
8
8
years of post-secondary education
6
6
years of professional experience
Work History
Technical Support Executive
ARC Document Solutions
Kolkata, West Bengal
01.2018 - Current
- Extended analysis to assist technology team efforts to escalate and resolve issues.
- Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.
- Helped streamline repair processes and update procedures for support action consistency.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Supervised technical support staff service operations and assisted with maintenance advisory.
- Configured hardware, devices and software to set up work stations for employees.
Customer Support Executive
Mphasis Pvt Ltd.
Bangalore, Karnataka
09.2014 - 09.2016
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Accepted payment by credit card and offered self-serve payment solutions after explaining charges on customer bills.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Listened to customers' questions and concerns to provide answers or responses.
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
- Reviewed and applied changes to customer account profiles in [Software].
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Support Executive
Infosys
Bangalore, Karnataka
08.2013 - 04.2014
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
- Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Recommended potential products or services by collecting customer information and analyzing customer needs.
- Listened to customers' questions and concerns to provide answers or responses.
- Met all customer call guidelines including service levels, handle time and productivity.
- Resolved billing issues over phone with telecom customers daily.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Graduate Diploma in Accounting - Accounting And Finance
University of South Australia
Adelaide, Australia 03.2009 - 03.2011
BBA - E-Business
International Institute of Advanced Studies (IIAS)
Kolkata, India 04.2003 - 08.2006
High School I.S.C - Arts
St. Xavier's Institution
Kolkata, India 04.2001 - 04.2003
I.S.C.E -
St. Augustine's Day School
Kolkata, India 04.2000 - 04.2001
Skills
Technical troubleshooting
undefinedTimeline
Technical Support Executive
ARC Document Solutions
01.2018 - Current
Customer Support Executive
Mphasis Pvt Ltd.
09.2014 - 09.2016
Customer Support Executive
Infosys
08.2013 - 04.2014
Graduate Diploma in Accounting - Accounting And Finance
University of South Australia
03.2009 - 03.2011
BBA - E-Business
International Institute of Advanced Studies (IIAS)
04.2003 - 08.2006
High School I.S.C - Arts
St. Xavier's Institution
04.2001 - 04.2003
I.S.C.E -
St. Augustine's Day School
04.2000 - 04.2001
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