Rijul Sengupta
Software Engineer
Pune
Summary
IT Technical Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Working at startups has exposed me to versatile and wide spectrum of technologies including Dart, Python, Azure and so on, giving me an insight into the way the industry works.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work History
IT Senior Analyst
The Opal Labs Pvt Ltd
Surat
08.2021 - Current
- Assisted in troubleshooting network, cyber-security and non-standard software and hardware related issues.
- Responded to customer requests for products, services and company information.
- Recorded actions taken, issues resolved and drove the case management end-to-end.
- Devised workaround solutions complex issues.
- Investigated system issues and implemented resolutions to reduce downtime.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Technical Specialist
Erudite Works Pvt Ltd
Navasari
07.2018 - 07.2021
- Completed troubleshooting and diagnostics on company resources.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Patiently walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Fielded average of 11 inbound phone calls to deliver support and remotely resolve service issues.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
Education
Bachelor of Computer Applications -
Himalayan University
Itanagar 07.2015 - 05.2018
Higher Secondary Class - Science
Kendriya Vidyalaya
Bongaigaon 04.2001 -
Senior Secondary Class -
The Army Public School
New Delhi 04.2001 -
Skills
Creative problem solving
undefinedTimeline
IT Senior Analyst
The Opal Labs Pvt Ltd
08.2021 - Current
Technical Specialist
Erudite Works Pvt Ltd
07.2018 - 07.2021
Bachelor of Computer Applications -
Himalayan University
07.2015 - 05.2018
Higher Secondary Class - Science
Kendriya Vidyalaya
04.2001 -
Senior Secondary Class -
The Army Public School
04.2001 -
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