Summary
Overview
Work History
Education
Skills
Timeline
Generic
RAHUL SEN

RAHUL SEN

Kolkata

Summary

Dedicated Technical Support Engineer with over 8 years of experience at leading firms such as PwC, Cognizant, and Genpact. Demonstrates exceptional capabilities in restoring system functionality through rapid assessment and resolution of hardware and software issues. Known for top-tier troubleshooting and diagnostic skills, complemented by a meticulous attention to detail and a systematic problem-solving approach. Aiming to leverage expertise in a challenging role that fosters continuous improvement and innovation.

Overview

10
10
years of professional experience

Work History

Senior IT Support Engineer

PwC US
Kolkata
06.2024 - Current
  • Handled complex service requests ensuring successful outcomes for customer grievances.
  • Managed ticketing systems to monitor help desk ticket statuses throughout their resolution process.
  • Collaborated with development teams to report bugs and suggest new feature implementations based on user feedback.
  • Stayed informed about new technology developments and maintained expertise in industry best practices.
  • Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
  • Provided technical and product support through remote access methods.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Provided guidance to junior team members while developing their skillsets in the field of IT Support Engineering.

Account Coordinator

Deluxe Media Entertainment Pvt. Ltd.
Hyderabad
11.2022 - 03.2023
  • Customer Engagement- Be the primary point of contact and build long-term relationships with customers, both externally and internally.
  • Connect with clients and drive regular status calls, executive summaries and strategy meetings for high-profile projects.
  • Working on creating Sales Order for titles, which includes creating IDs with the languages and details provided by the client for subtitling and dubbing.
  • Exporting and delivering various types of files to client vault and cinema team after production.
  • Communicating with the production team about the delivery specs, client due dates and changes as when required.
  • Create, maintain and communicate to client project timelines and budgets.
  • Prepare and communicate pricing quotes and estimates with client.
  • Manage client change orders by negotiating deliverable due dates between clients and internal departments, balancing internal capacity with external demands and expectations.

Senior Systems Engineer

Columbus Global Pvt Ltd
Hyderabad
01.2021 - 08.2022
  • Providing L1 support to all Columbus Employees.
  • Troubleshooting involved AD, O365 Tools, Access Management, Windows Admin etc.
  • Creating tickets and resolving them maintaining SLAs in Service Now as the ticketing tool.
  • Maintaining ticketing reports in Service Now.
  • Maintaining above 90% CSAT rate throughout.
  • Passionate and dedicated to thriving in challenging environments.

Senior Systems Engineer

Cognizant Technology Solutions Pvt. Ltd
Kolkata
09.2016 - 03.2020
  • Request and Incident management, Ticketing, Application monitoring, etc.
  • Manage user permission and access to file shares.
  • Continuously develop own skills by taking on challenges independently.
  • Monitoring the Incident backlogs and analyzing the incident closures as per the client defined SLA.
  • Client defined SLA in ServiceNow cases and monitoring correct case assignment.
  • Handling customer queries and providing guidance with troubleshooting, training, and navigation of gold class applications used by clients
  • Creating application handbooks and supporting documents for newly owned applications and providing KT to the team on the new SOPs for the same.
  • Coordinate monthly business reviews with internal management.
  • Provide process training to new joiners.
  • Act as an acting team lead in absence of a supervisor during core business hours.
  • Creating Shift Rota and managing shift schedules to ensure continued service.
  • Analyzing ticket trends and volume to provide ideas in order to reduce ticket count via automation and provide monthly reports and presentations to client senior management.
  • Monthly progress meetings and reduction of DSATs.

Process Developer

Genpact India Pvt. Ltd
Hyderabad
01.2015 - 08.2016
  • Deliver 1st line IT support to Allstar Insurance LLC via Genpact India.
  • Handle incoming requests making sure that Service Level Agreements(SLAs) are adhered to.
  • Resolve basic issues around IT infrastructure (such as password resets, printer configurations, OS issues, Outlook Issues, VDI Issues etc.
  • Manage Active Directory as User administration.
  • Escalate to 2nd level support if needed.

Education

B.Sc - Hotel management and Hospitality Administration, Science

Institute of Hotel Management
Kolkata, WB
Jun '12

10+2 - Science

Dhakuria High School
West Bengal
Jun '09

Skills

  • Customer support
  • Systems Administration
  • Active Directory
  • ServiceNow
  • Multifactor Authentication
  • Help desk support
  • Storage devices
  • Operating systems
  • Access management
  • Request handling
  • Ticket management
  • Service Level Agreements
  • Software installation
  • Incident management
  • Mobile device management
  • VMware administration
  • Active directory management
  • Office 365 administration
  • ServiceNow ticketing
  • Technical troubleshooting
  • Citrix administration

Timeline

Senior IT Support Engineer

PwC US
06.2024 - Current

Account Coordinator

Deluxe Media Entertainment Pvt. Ltd.
11.2022 - 03.2023

Senior Systems Engineer

Columbus Global Pvt Ltd
01.2021 - 08.2022

Senior Systems Engineer

Cognizant Technology Solutions Pvt. Ltd
09.2016 - 03.2020

Process Developer

Genpact India Pvt. Ltd
01.2015 - 08.2016

B.Sc - Hotel management and Hospitality Administration, Science

Institute of Hotel Management

10+2 - Science

Dhakuria High School

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