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
Operations management
Customer support
Troubleshooting
Data recovery
Technical issues analysis
Application support
Technical documents comprehension
Software diagnosis
Desktop support
Quality control guidelines
Timeline
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