Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Pritam Deb

Technical Support Engineer
Greater Noida

Summary

Highly effective L2 Technical Support Engineer with a consistent record of exceeding expectations at R Systems International Ltd. Proven ability to resolve technical issues swiftly, demonstrated by an 84.7% first-contact resolution rate and a 92.1% average SLA, significantly enhancing customer satisfaction. Expertise in SQL and mentoring, fostering collaborative teamwork to drive successful IoT automation projects.

Overview

6
6
years of professional experience
3
3
Languages

Work History

L2 Technical Support Engineer

R Systems International Ltd
03.2023 - Current
  • Leading an IoT-based automation project to enhance business operations across the USA and Canada.
  • Provided remote assistance to clients setup their hardware and software and ensured timely resolution of software and hardware concerns.
  • Successfully resolved 84.7% of customer technical issues within the first contact, exceeding the company's
    target of 70% and improving customer satisfaction by 15%.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • As an Hardware Onboarding Specialist, provided comprehensive technical support for software and hardware, resulting in minimized downtime for clients.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Mentored junior members of the team on best practices in issue resolution techniques.

Technical Support Engineer

IEnergizer
07.2019 - 01.2023
  • Provided technical troubleshooting support for systems and devices to customers familiar with Roblox gaming applications.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Developed and delivered technical training sessions for internal teams, resulting in a 24% increase in their first touch resolution and resolve common technical issues.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.


Education

Bachelor of Science - Computer Science

Assam University
Silchar, India
04.2001 -

High School Diploma -

Adharchand Higher Secondary School
Silchar, India
04.2001 -

Skills

Technical troubleshooting

Interests

Cricket

Gaming

Timeline

L2 Technical Support Engineer

R Systems International Ltd
03.2023 - Current

Technical Support Engineer

IEnergizer
07.2019 - 01.2023

Bachelor of Science - Computer Science

Assam University
04.2001 -

High School Diploma -

Adharchand Higher Secondary School
04.2001 -

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Pritam DebTechnical Support Engineer