Summary
Overview
Work History
Education
Skills
Projects
Languages
Hobbies and Interests
Timeline
Generic

Sandipan Acharya

Bengaluru

Summary

Technical Support Engineer with extensive experience in providing remote assistance for software and hardware issues, ensuring timely resolutions and high customer satisfaction. Demonstrated ability to mentor junior team members on effective issue resolution techniques while serving as an escalation point for complex technical inquiries. Actively engaged in collaborative problem-solving initiatives, conducting root cause analyses to implement preventive measures and enhance overall service delivery. Proficient in managing AV-related issues and maintaining clear communication with clients throughout the troubleshooting process, fostering transparency and trust.

Overview

3
3
years of professional experience

Work History

Technical Support Engineer

Concentrix
01.2023 - Current
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Maintained a strong customer-first approach ensuring high customer satisfaction scores across technical interactions.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Actively participated in collaborative problem solving initiatives within the organization.
  • Handled AV-related issues ensuring smooth conference setups and troubleshooting.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Provided technical support during office fit-out and upgrade activities ensuring seamless infrastructure setup.
  • Collaborated with vendors and service partners to ensure timely delivery of technical solutions.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
  • Collaborated and resolved customer technical issues with ownership and accountability with other technical support engineers to ensure customer satisfaction.
  • Strong written and verbal skills with the ability to clearly explain complex technical concepts to diverse audiences
  • Monitored KPIs and provided feedback on performance of CRM campaigns.

Technical Support Associate

Tech Mahindra
01.2022 - 01.2023
  • Provided Telephonic assistance on net gear networking devices such as hubs, switches, routers, modems and their own Premium devices such as nighthawk orbi to US clients helping them troubleshoot and resolve the issues.
  • Not only this, but tech mahindra also provided employees with rigorous training in networking making us understand the complete networking structure and how it helps us to communicate.
  • Worked effectively in team environments to make the workplace more productive.
  • Identified customer needs by asking open-ended questions.
  • Maintained customer databases and tracked client interactions.
  • Supported delivery and ongoing stability of production systems by ensuring timely incident resolution and maintaining infrastructure readiness.

Education

B.Tech/B.E. - Computers Science & Engineering

Future Institute of Engineering And Management
12.2023

Skills

  • Microsoft Azure
  • Infrastructure as a Service
  • Virtual Machines
  • Virtual System
  • Network Address Translation(NAT)
  • Virtual Private Networks
  • Technical Understanding
  • Product Improvements
  • Platform Development
  • Process Improvement
  • Domain Name System
  • Private Networks
  • Active Directory
  • VMware

Projects

Online Attendance System, We integrate a virtual attendance system where students can respond to attendance and teachers will put the attendance on the attendance table.

Technology used: Frontend - HTML, CSS, JavaScript (Angular)

 Frontend -HTML CSS JAVASCRIPT(Angular)

Backend - Java 

Database - RDBMS

Languages

English

Hobbies and Interests

  • Playing Sports
  • Listening to Music

Timeline

Technical Support Engineer

Concentrix
01.2023 - Current

Technical Support Associate

Tech Mahindra
01.2022 - 01.2023

B.Tech/B.E. - Computers Science & Engineering

Future Institute of Engineering And Management

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Sandipan Acharya