Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Websites
Timeline
Generic

Sayantani Gupta

Kolkata

Summary

Adept Technical Associate with a proven track record at Genpact, enhancing operational efficiency through innovative software solutions. Skilled in Python and SQL, with a knack for leading teams towards success. Excelled in delivering top-tier remote technical support, showcasing exceptional communication skills and a commitment to resolving complex technical challenges.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Technical Associate

Genpact
Kolkata
11.2020 - Current
  • Developed and implemented software solutions to improve operational efficiency.
  • Installed, configured, tested, and maintained operating systems, application software, and system management tools.
  • Conducted password resets efficiently.
  • Resolved technical problems through troubleshooting techniques.
  • Maintained inventory records of all IT equipment on site.
  • Provided technical support for network and hardware issues for end users.
  • Coordinated with vendors for product procurement or service delivery.
  • Participated in meetings or workshops related to technology initiatives within the organization.
  • Delivered local and remote Tier 2 IT support for hardware and software to company personnel.
  • Trained new support representatives on troubleshooting techniques and company support protocols.

Technical Support Engineer

Infosys
Pune
04.2019 - 09.2020
  • Resolved customer issues by providing effective technical support.
  • Provided technical support to customers with escalated issues.
  • Investigated customer complaints and identified root cause of the issue.
  • Researched, analyzed, and resolved complex customer inquiries.
  • Documented detailed reports of all escalations and resolutions.
  • Monitored ongoing escalations for resolution progress.
  • Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
  • Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
  • Assisted users with password resets and account lockout resolutions.
  • Provided remote assistance to end-users when needed.
  • Resolved complex technical problems through root cause analysis techniques.
  • Monitored ticketing system queues for incoming requests from customers.
  • Replied to customer queries via email, messaging systems and support ticket platforms.
  • Contributed to the support of upwards of 150 products.
  • Served as Intune expert.

Customer Service Executive

Amazon
Pune
01.2018 - 01.2019
  • Provided prompt and courteous service to customers via phone, email, and chat.
  • Resolved customer complaints in a timely manner while maintaining professional attitude.
  • Assisted with customer inquiries related to product information, order status, returns and exchanges, billing issues and more.
  • Identified opportunities for process improvement within the customer service department.
  • Collaborated with other departments to ensure customer satisfaction.
  • Performed follow-up calls to customers regarding their inquiries or orders.
  • Tracked customer complaints and followed up to ensure resolution was achieved.

Education

M-Tech - Data Science

BITS Pilani WILP
Hyderabad (Remote)
11-2024

B-Tech - Computer Technology

Priyadarshini Collage of Engineering
Nagpur
06-2018

12th ISC - Science

St Jude's High School
Kolkata
04-2013

10th ICSE - Science

St Jude's High School
Kolkata
04-2011

Skills

  • Python
  • SQL
  • MERN Stack Development Certification
  • Ticketing Portal
  • Remote technical support
  • Machine learning
  • Data Structure
  • Java Programming Basics
  • Communication
  • Team handling
  • Escalation Specialist

Accomplishments

  • Received award of best performer in Genpact
  • Received award as a best technical knowledge knower in Infosys.
  • Received award as a best customer handler in Amazon

Certification

  • Merck Stack Developer Certification from Webskitters Academy.

Languages

Bengali
First Language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Marathi
Beginner (A1)
A1

Timeline

Technical Associate

Genpact
11.2020 - Current

Technical Support Engineer

Infosys
04.2019 - 09.2020

Customer Service Executive

Amazon
01.2018 - 01.2019

M-Tech - Data Science

BITS Pilani WILP

B-Tech - Computer Technology

Priyadarshini Collage of Engineering

12th ISC - Science

St Jude's High School

10th ICSE - Science

St Jude's High School

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Sayantani Gupta