RONIT ROY
Bangalore
Summary
Dedicated and customer-focused Product Support Engineer with 3 years of experience in providing technical assistance, troubleshooting complex issues, and ensuring customer satisfaction. Seeking to leverage expertise in product support, problem-solving, and communication skills in a dynamic and challenging environment. Encompassing comprehensive expertise in technical assistance, with an incontestable history of operating within the client success perspective. Highlights of professional expertise include bringing forth an in-depth understanding of process and strong technical abilities relating to working with the software used during production. Configure computer systems, resolve software issues, resolve network connectivity issues and provide comprehensive end-user support.
Overview
6
6
years of professional experience
Work History
SENIOR PROCESS EXECUTIVE
Concentrix
Bengaluru
12.2023 - 03.2024
- As a SPOC,I have had an experience in handling and managing communications, issues, or processes within an organization or between various entities.
- Provide efficient support with BGV of various clients over name, address, qualification, domain etc. via ticketing tools like Rave, ODS.
- Proficient in writing SQL queries, including SELECT, JOIN, GROUP BY, HAVING, and subqueries.
- Optimized SQL queries to improve performance and reduce execution.
- Experience with CRM tools like Salesforce, HubSpot, or Microsoft Dynamics, enabling them to manage customer relationships, track interactions, and optimize sales, marketing, and customer service.
- Expertise in managing the lifecycle of change requests and problem tickets, from identification to resolution.
- Expertise in service desk operations, typically involving providing support to users for IT issues, resolving tickets, managing service requests, and troubleshooting issues.
- Proficiency in PostgreSQL, a powerful relational database management system, indicating the person can write queries, manage databases, and perform data analysis or extraction tasks.
- Knowledge of ITIL best practices for IT service management, which would help the person to ensure high-quality service delivery and help manage IT processes in line with global standards for managing IT services.
- Experience with monitoring and tracking tools, likely used for overseeing system health, network performance, or IT infrastructure, and tracking incidents or service requests.
- Knowledge of Active Directory, used for managing user accounts, permissions, and network security, likely focusing on the administration and maintenance of user access in a corporate IT environment.
- Proactively managed and resolved user issues by taking full ownership from initial complaint through to successful resolution, ensuring a seamless user experience.
- Demonstrated strong problem-solving skills by investigating and troubleshooting login and system access issues, including identifying root causes and coordinating with technical teams when necessary.
- Maintained clear, empathetic communication with users, providing timely updates and ensuring their concerns were addressed in a transparent and efficient manner.
- Followed up with users post-resolution to confirm satisfaction and ensure that issues did not reoccur, demonstrating a commitment to long-term customer satisfaction.
- Utilized ticketing systems and internal tools to document and track issues, ensuring accurate records and facilitating continuous improvement of support processes.
ASSOCIATE ENGINEER
MICROSOFT
BANGALORE
03.2022 - 09.2023
- Expert in B2B, B2C, and SaaS sales with a proven
track record of meeting and exceeding sales
targets. - Skilled in managing internal and external
escalations globally, ensuring prompt resolution
and customer satisfaction. - Proficient in Microsoft Office Suite (Word, Excel,
PowerPoint, and Outlook) with a strong
understanding of Microsoft Azure, Office 365, and
Microsoft Data Protection strategies. - Experienced in engaging with administrators and
O365 commercial license holders for seamless
license deployment and allocation. - Proficiency with Microsoft Outlook for managing email communication, calendars, and scheduling, which is often essential for coordinating with teams, customers, and clients.
- Provide tier 1 and tier 2 technical support for Outlook-related issues, including email, calendar, and contact management.
- Troubleshoot common Outlook problems such as connectivity issues, email synchronization, profile corruption, and performance issues.
- Assist with configuring Outlook email profiles and ensuring proper integration with Microsoft Exchange or Office 365 accounts.
- Support the creation of Outlook profiles, shared mailboxes, and delegation of permissions for calendars and emails.
- Manage and resolve Outlook-related incidents and service requests through the internal ticketing system.
- Ensure proper maintenance of PST/OST files, including repairing corrupted files and archiving old emails.
- Help users with the configuration of Outlook add-ins and the management of junk email filtering.
- Work with cross-functional teams (e.g., Exchange administrators) to resolve server-side issues impacting Outlook users.
- Create and maintain knowledge base articles, user guides, and FAQ documentation to empower end-users and reduce the volume of support requests.
- Provide user training on Outlook best practices for email management, calendar usage, and security.
SALES AND DISTRIBUTION CONSULATANT
VENDAS SOLUTIONS
BANGALORE
01.2018 - 09.2021
- B2B: Built & maintained long-term B2B
relationships. Experience in complex sales cycles
& solution selling. - B2C: Built customer loyalty. Experience in direct
sales, telesales, or e-commerce. - SaaS: Experience in selling SaaS subscriptions,
understanding SaaS metrics. - End-to-End: Managed the entire sales cycle from
lead generation to post-sales support. - Upselling/Cross-selling: Successfully identified
& presented upsell/cross-sell opportunities.
Education
M Com -
Mysore University
Mysore12.2019
B Com -
Mysore University
Mysore12.2017
Skills
- Microsoft Exchange
- Business Process Improvement
- Technical Issue Analysis
- Customer Service
- Statements of Work (SOW)
- Requirements Analysis
- User Acceptance Testing
- Customer Relationship Management (CRM)
- SSO Setup configuration
- Microsoft Timber
- Command Prompt
- Microsoft Azure
Hobbies and Interests
- Love for riding bikes and exploring new earthly destinations
- Playing video games and indoor games
- Huge fan of music, also given multiple performances in previous company and college
Languages
- English
- Kannada
- Hindi
- Tamil
Personal Information
Date of Birth: 01/10/97
Timeline
SENIOR PROCESS EXECUTIVE
Concentrix
12.2023 - 03.2024
ASSOCIATE ENGINEER
MICROSOFT
03.2022 - 09.2023
SALES AND DISTRIBUTION CONSULATANT
VENDAS SOLUTIONS
01.2018 - 09.2021
M Com -
Mysore University
B Com -
Mysore University
Similar Profiles
Sandile Marvellous NtombelaSandile Marvellous Ntombela
Team Coach at ConcentrixTeam Coach at Concentrix
Priyanka DasPriyanka Das
Team Leader at ConcentrixTeam Leader at Concentrix
AKASH BISHTAKASH BISHT
Senior Advisor at ConcentrixSenior Advisor at Concentrix