Cloud Computing
Sanjoy Dey
Network Engineer
Bangalore,KA
Summary
Network Engineer with expertise in designing, implementing, and optimizing secure and scalable network infrastructures. With hands-on experience in managing complex networks, I specialize in ensuring high availability, performance, and security across enterprise environments.
Experienced Support Specialist showcasing resilience and drive towards achieving goals and responsibilities in a timely manner and performing with excellence under demanding job roles and schedules. Experience in B2C and B2B marketplace, disputes, chargebacks,managing financial accounts, brand's account, merchant onboarding, handling escalations, catalogue management.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
10
10
Certificates
3
3
Languages
Work History
Network Engineer
Lumen Technologies
Bengaluru
12.2023 - 02.2026
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Boosted customer satisfaction, addressing and resolving any issues or concerns regarding orders promptly and professionally.
- Maintained up-to-date knowledge of industry trends, continuously learning about new products or services relevant to our clients'' businesses.
- Actively participated in team meetings and training sessions, providing valuable input on ways to improve operational processes and enhance overall team performance.
- Developed expertise in various order management systems, quickly adapting to new software as needed to maintain optimal efficiency.
Communicated with customers to address order inquiries, changes and cancellations. - Managed call flow and responded to technical support needs.
Processed and handled customer complaints, answering questions, and providing alternative solutions through Calls, Emails and Chats. - Monitored network capacity and performance to diagnose and resolve complex network problems.
- Provided network support services for devices such as hubs, bridges, routers, and other hardware.
- Reduced downtime with proactive monitoring of network devices and rapid troubleshooting.
- Supporting enterprise‑scale LAN, WAN, WLAN, and Data Center networks in 24×7 production environments.
- Strong expertise in Routing & Switching (BGP, OSPF, VLANs, with hands‑on troubleshooting at Layer 2–7.
- Hands‑on experience with Cisco, Juniper, and/or Arista network platforms including routers, switches, firewalls, and load balancers.
- Familiar with SD‑WAN solutions like Cisco Viptela, Meraki, Fortinet, Silver Peak.
- Created and maintained end‑to‑end SOPs and process documentation for T1 and T3 circuit design, implementation, and support.
Customer Solutions Specialist
Paypal
Bengaluru
11.2022 - 9 2023
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Trained customers on product usage for increased brand loyalty.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Collaborated with other departments to meet customer needs and gained feedback to incorporate into sales strategy.
- Educated customers about billing, payment processing and support policies and procedures.
- Analyzed, researched and resolved payment claims within required timeframes.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Developed and implemented procedures to detect and prevent fraud.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Reviewed transactions and receipts to identify any suspicious activity.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Supported customers with invoices, statements and other basic questions.
- Worked with customers to answer questions, resolve disputes and research discrepancies.
- Built strong relationships with customers to increase retention and loyalty.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided customer support to paypal acquired payments app Venmo.
Selling Partner and Brand Support Associate
Amazon
Bengaluru
06.2021 - 10.2022
- Demonstrating end to end ownership of every seller interaction coupled with proactive problem solving and provides exceptional, support to sellers
- Demonstrating effective, clear and professional written and oral communication
- Providing prompt and efficient service to Amazon Sellers and
- Merchants including the appropriate escalation of Sellers’ issues
- Maintaining a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
- Maintaining acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
- Actively seeking solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions
- Liaise with other departments such as Customer Service, Merchant
- Investigations, or Payments teams as required to resolve Seller’s issues and questions.
- Managing premium sellers account related to catalogue payments, disputes.
- Answered questions regarding seller inventory, shipping, payments and buyer complaints.
- Collaborated with colleagues and support staff to maximize team efficiency.
Client Service Associate
Indiamart intermesh Ltd
Noida
01.2021 - 03.2021
- Merchant Onboarding, catalogue management, addressing and resolving sellers’ queries and issues.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Utilized active listening skills to identify merchants needs and provide appropriate solutions.
- Met merchants call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Reached out to merchants after completed sales to suggest additional service or product purchases.
- Maintained up-to-date knowledge of product and service changes.
Customer Support Associate
Amazon
Kolkata
06.2020 - 12.2020
- IN calls, North America chat & Email support.
- Answered product and service questions.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Billing and Order Management Associate
Dutta Medical Service
KOLKATA
06.2019 - 05.2020
- Key job responsibilities - Worked as billing, order and accounts management associate at the firm.
- Developed strong rapport with customers and created positive impression of business.
- Managed efficient cash register operations.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
Education
B.Com (Hons) - Accountancy and Finance
University of Calcutta
Kolkata 07.2016 - 06.2019
Pursuing PG Certification - Cloud Computing in AWS And Dev Ops
Intelli Paat And IIT Roorkee
India01.2026
Skills
Quality Assurance
MS Excel
Account management
Complaint resolution
Order fulfillment
Multi-line phone talent
SQL Basics
Disputes resolution
Merchant Escalations
Phone etiquettes
Merchant Onboarding
Circuit Designing
Networking
Technical troubleshooting
SD-WAN
Juniper Mist
Accomplishments
- Recognized with the Spotlight Award (Teamwork category) by manager for completing the highest number of circuit grooming and design activities with zero rework and zero defects, demonstrating strong collaboration and delivery excellence.
- Maximum number of positive feedback from customers merchants at amazon (Spot award winner)
- Top performing customer solutions associate in a Team at Paypal for 2 consecutive months in terms of NPS CSAT.
Certification
Financial accounting and Tally ERP 9
Interests
Sports
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Pursuing CCNA
01-2026
Aruba Accredited SD - WAN Professional from HP
12-2025
AI Academy Basic Level Certification by LUMEN
12-2025
Generative AI Mastermind Certification by Outskill
09-2025
Google Cloud Fundamentals: Core Infrastructure
07-2025
Network Engineer
Lumen Technologies
12.2023 - 02.2026
Customer Solutions Specialist
Paypal
11.2022 - 9 2023
SQL Basics
08-2022
Selling Partner and Brand Support Associate
Amazon
06.2021 - 10.2022
Fundamentals of Digital Marketing
05-2021
Networking Essentials
05-2021
Client Service Associate
Indiamart intermesh Ltd
01.2021 - 03.2021
Customer Support Associate
Amazon
06.2020 - 12.2020
Social Media Accenture
05-2020
Billing and Order Management Associate
Dutta Medical Service
06.2019 - 05.2020
B.Com (Hons) - Accountancy and Finance
University of Calcutta
07.2016 - 06.2019
Financial accounting and Tally ERP 9
06-2016
Pursuing PG Certification - Cloud Computing in AWS And Dev Ops
Intelli Paat And IIT Roorkee
Languages
English
Advanced
Bengali
Advanced
Hindi
Advanced