Summary
Overview
Work History
Education
Skills
Certification
Timeline
CustomerServiceRepresentative
Rahul Sarkar

Rahul Sarkar

Escalation Engineer
Pune,Maharashtra

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

11
11
years of professional experience
3
3
years of post-secondary education
1
1
Certification

Work History

Escalation Engineer

Concentrix
11.2019 - 03.2023
  • Currently working as acting TL, also resolving escalations from the team
  • Office 365 Administrator role + Customer support for Microsoft 365 tickets
  • Exchange admin, SPO admin, Teams admin, OSUB admin + Helping Engineers resolve the customer tickets
  • Helping team with triages for knowledge enhancement
  • Supporting for reducing back logs
  • Incremental churn for FCR to increase CSAT for the team
  • Working along with MS team to fix issues specific to PG (product group) + Educating team on active SI
  • MS certified on 0365 fundamentals.

Senior Process Associate

TCS, Tata Consultancy services
02.2016 - 08.2019
  • Last Project Deutsche bank
  • Testing Trade finance Documents to train the Kofax engine
  • Increasing the ML database for the automation
  • Worked as Switch engineer
  • Previous Project Telstra (Wireline Activation)
  • Work Along with Field Engineers to activate the Copper & ADSL lines
  • Testing the line and fixing the connection for PSTN & ADSL
  • Helping the Field Engineers to close the Field Tickets

IBM
05.2012 - 12.2014
  • Responsible for Servicing Virgin media Broadband Customers
  • Configuring customers Network for accessing internet
  • Handling escalation calls for customers facing long time outages
  • Booking tickets for technicians where field visit is required
  • Meeting Client expectation on customer service feedbacks

Education

Bachelor of Commerce Account Hons. (B. Com A/c hons - undefined

B. Com A/c hons - business mathematics & Elementary statistics

KARIM CITY COLLEGE, RANCHI UNIVERSITY
01.2005 - 01.2008

Higher secondary - undefined

ICOM, KABIR MEMORIAL COLLEGE

ICSE - undefined

RANCHI UNIVERSITY, ANDHRA ASSOCIATION ENGLISH SCHOOL

COUNCIL FOR THE INDIAN SCHOOL CERTIFICATE EXAMINATIONS - undefined

Skills

MS Office

undefined

Certification

Microsoft Certified 365 Fundamentals

Timeline

Microsoft Certified 365 Fundamentals

06-2022

Escalation Engineer

Concentrix
11.2019 - 03.2023

Senior Process Associate

TCS, Tata Consultancy services
02.2016 - 08.2019

IBM
05.2012 - 12.2014

B. Com A/c hons - business mathematics & Elementary statistics

KARIM CITY COLLEGE, RANCHI UNIVERSITY
01.2005 - 01.2008

Bachelor of Commerce Account Hons. (B. Com A/c hons - undefined

Higher secondary - undefined

ICOM, KABIR MEMORIAL COLLEGE

ICSE - undefined

RANCHI UNIVERSITY, ANDHRA ASSOCIATION ENGLISH SCHOOL

COUNCIL FOR THE INDIAN SCHOOL CERTIFICATE EXAMINATIONS - undefined

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Rahul SarkarEscalation Engineer