Sandipa Mitra
KOLKATA
Summary
Highly accomplished and results-oriented Customer Service Engineer with 4+ years of experience in resolving complex technical issues for high-value clients. Proven ability to provide exceptional remote support, install and configure customer systems, and diagnose and repair equipment to ensure optimal performance and customer satisfaction. Demonstrated expertise in troubleshooting, root cause analysis, and developing troubleshooting procedures to enhance efficiency and minimize resolution time.
Overview
5
5
years of professional experience
1
1
Certificate
Work History
Software Analyst (User access Manager, L2 Support Engineer)
Capgemini Technology
09.2020 - Current
- Identified ticketing management solution, without breaching the tickets.
- Coached support agents on technical duties and managed training sessions.
- Created a dashboard in the ServiceNow tool and JIRA for easier work.
- Supported teams during implementations, and produced clear instructions outlining changes.
- Acted as a senior resource in handling major incidents.
- Experienced in user access management and handling escalation tickets.
- Resolved technical issues for highvalue clients, resulting in a 98% customer satisfaction rate.
- Provided remote support to customers experiencing hardware or software problems, solving over 1,000 cases.
- Installed and configured customer systems, ensuring optimal performance and adherence to industry standards.
- Developed and implemented troubleshooting procedures to improve efficiency and reduce resolution time.
- Established and maintained relationships with customers, fostering loyalty and building a positive brand reputation.
- Adhered to all applicable compliance regulations, and ensured customer data privacy.
Education
Bachelor of Technology - CSE
Camellia Institute Of Technology
Diploma - CST
Women's Polytechnic
Skills
- Knowledge of ITIL
- Active Directory, SCCM
- O365 admin
- AZ-900
- Basic Networking
- Introduction to Microsoft Azure Cloud Services
- ITSM Problem Management
- Training and onboarding to new customer service agents
- Performing root cause analysis and resolving technical problems
- ServiceNow Management
- Documentation and Control
- Customer-Centric mindset
- Experience with jira software
Languages
English
Bilingual or Proficient (C2)
Certification
- Microsoft Certified: Azure Fundamentals AZ900
- Network System
- ITIL V4
- Azure Cloud
Timeline
Software Analyst (User access Manager, L2 Support Engineer)
Capgemini Technology
09.2020 - Current
Bachelor of Technology - CSE
Camellia Institute Of Technology
Diploma - CST
Women's Polytechnic
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