Exploring new opportunities
Poulami Dutta
Network Operation Analyst
Bangalore
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals. Network Analyst experienced in desktop support and network configuration. Vast knowledge of client and server applications, as well as installation and configuration of desktops and servers.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
Work History
Network Analyst
Accenture Solutions Pvt Ltd
Bangalore
04.2020 - Current
- Documented all server and network problems and other unusual events in detail.
- Communicated with vendors to resolve network outages and periods of reduced performance.
- Maintaining a circuit from the start when order get placed from sales team, till the circuit gets delivered and final testing conducted.
- Working with different engineering team like IDS ( Internet dedicated services), PIP ( private IP team) , Life cycle engineer and Implementation engineer to schedule calls during activations and circuit installation.
- Working with customers who has placed order for circuits by giving them the regular updates on current order status.
- As a Subject matter expert , handling the team and also having process expertise to help the new team members to stay updated with the process knowledge
- Configured and installed wireless controllers, routers
- for IP addresses, developed network resources and trained support personnel to provide Tier I support to
- Got promoted from network associate to network analyst.
- Received number of client appreciations for completing different projects on time as well as delivering the best to the clients by keeping and managing everything in place.
Senior Customer Service Associate
Accenture Solutions Pvt Ltd
Bangalore
08.2016 - 03.2020
- The client was a health insurance company based in US, the customers were generally doctors and nurses which we called as providers, they used to call for creating medical cases on basis of procedure codes and diagnosis code, along with the enquiry of insurance claims. Basic responsibility was to create medical cases.
- Assisted customers with problem resolution.
- Proactively addressed customer concerns in order to prevent escalations.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Greeted customers and listened closely to problems described to determine solutions.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Developed and maintained strong relationships with customers to foster repeat business.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and backed up other customer service managers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Implemented and developed customer service training processes.
- Increased efficiency and team productivity by promoting operational best practices.
Customer Associate
Hinduja Global Solutions Pvt Ltd
Bangalore
08.2015 - 07.2016
- The client was a telecom industry where I had to support customers with basic troubleshooting for their broadband and phone connection as well as their issues and concerns related to billing, outstanding amount ,services getting blocked.
- Engaged customers on phone by greeting them, answering questions on products or services and asking questions to identify needs.
- Recommended items to customers based on specific needs and explained features and benefits.
- Worked with other customer support teams to develop consistent and equal high-quality levels of support.
- Assisted with price verifications and implemented adjustments for discounts or promotions.
- Provided management with daily log report on calls, complaints, resolutions, order statuses and escalations.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Listened to customers in actively to assess issues and provide accurate information.
- Collaborated with cross-functional teams to provide timely and accurate responses to customer inquiries.
- Assisted customers with product selection and troubleshooting, providing accurate information and guidance to foster satisfaction.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Developed comprehensive training materials and conducted training sessions for customer service agents.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Evaluated customer service standards, policies and procedures to verify customer service goal achievement.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Analyzed customer feedback and generated reports to identify trends and opportunities for improvement.
- Monitored customer service performance to enforce quality and accuracy standards.
Education
Master Of Business Administration - Information Technology Project Management
Narsee Monjee School of Continuing Eduction
Mumbai 06.2021 - 06.2023
Bachelore Of Engineering - Electrical Engineering
Visveraya Technical University
Bangalore 09.2010 - 06.2015
Skills
Superb interpersonal skills
undefinedAccomplishments
- Recipient of the star business award, core values award, multiple rewards and recognition in 2021,22,23.
- Promoted to Lead Network Analyst after just 24 months at the company, with increased responsibilities and a 35% increase in pay.
- Received 100% or higher positive customer service ratings for 6 months in a row.
- Achieved 100% by completing all circuits with accuracy and efficiency.
- Collaborated with team of 7 in the development of Valeo.
- Achieved 98% through effectively helping with process knowledge.
- Supervised team of 6 staff members.
Interests
Working in new projects with new people
Handling a team and supervising to deliver 100% result
Timeline
Master Of Business Administration - Information Technology Project Management
Narsee Monjee School of Continuing Eduction
06.2021 - 06.2023
Network Analyst
Accenture Solutions Pvt Ltd
04.2020 - Current
Senior Customer Service Associate
Accenture Solutions Pvt Ltd
08.2016 - 03.2020
Customer Associate
Hinduja Global Solutions Pvt Ltd
08.2015 - 07.2016
Bachelore Of Engineering - Electrical Engineering
Visveraya Technical University
09.2010 - 06.2015
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