Nayan Ghatak
Senior technician, Technician support
Naihati,West Bengal
Summary
Nayan serves as Technical Support Specialist with 5 years of experience delivering reliable IT support and ensuring seamless operations. Skilled in troubleshooting, system maintenance, and implementing solutions that minimise downtime. Adept at resolving complex hardware and software issues with a strong customer-focused approach and proven ability to manage incidents effectively.
Overview
5
5
years of professional experience
Work History
Senior Technician, Technical Support
Dell Technologies
05.2022 - Current
- Achieved SLA targets through effective case review and escalation management
- Assisted onsite engineers with complex hardware and software troubleshooting
- Managed high-priority incidents ensuring minimal downtime
Production Specialist, Subject Matter Expert
Wipro Limited
03.2021 - 04.2022
- Supported SLA compliance through reviews and escalations
- Improved efficiency by identifying and resolving process bottlenecks.
- Communicated technical concepts to technical and non-technical stakeholders
Education
Bachelor of Science - Agriculture
01.2020
Skills
- Windows
- Active Directory
- Intune basics
- Android
- IOS
- Service desk operations (L1/L2)
- Incident management
- Outage management
- Sales Force
- Hardware troubleshooting
- Network troubleshooting
- Network basics
- Remote support tools
- Queue management
- Ticket assignment
- Escalation handling
- Team coordination
- Collaboration
- Customer service
- Analytical problem solving
- Documentation
- Reporting
- Time management
- Multitasking
- Training
- Mentoring
- Prompt Engineering
Certifications And Achievements
- Certified Microsoft Power BI Data Analyst (PL-300)
- Recognized multiple times for demonstrating strong operational leadership
- Contributed to a 12% reduction in downtime through proactive issue management and effective queue oversight
- Capable of handling multiple enterprise clients across corporate and communication environments
Phone
+91, 79803 17160
Timeline
Senior Technician, Technical Support - Dell Technologies
05.2022 - Current
Production Specialist, Subject Matter Expert - Wipro Limited
03.2021 - 04.2022
Chhatrapati Shahu Ji Maharaj University - Bachelor of Science, Agriculture