Shaoni Ghosh
Technical Support Engineer
Summary
Dynamic Technical Support Engineer with a proven track record at Dell Technologies, excelling in troubleshooting and customer service. Adept at enhancing system efficiency and driving innovative support strategies. Skilled in hardware upgrades and critical thinking, consistently achieving high customer satisfaction through effective problem-solving and collaboration.
Overview
12
12
years of professional experience
3
3
Certifications
3
3
Languages
Work History
TECHNICAL SUPPORT ENGINEER 1
DELL TECHNOLOGIES
04.2015 - Current
- Assisting the Clients and the Field Engineer with Hardware issues on PowerEdge Rack and Tower servers, HCQ servers.
- Proficient in 15 and 16 Gen servers.
- Proficient in installing Linux, VMware, Microsoft operating system.
- Proficient with the Service Now ticketing tool for tracking and resolving client issues.
- Managed client interactions through social media channels, improving support strategies and response times.
- Oversaw complex technical issues and provided expert-level troubleshooting, ensuring high customer satisfaction
- Led initiatives to improve customer support through innovative strategies and clear communication.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- 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.
SENIOR IT ANALYST
IBM INDIA PVT LTD Delhi, India
03.2013 - 04.2015
- Streamlined communication between departments through implementation of collaboration tools that enhanced information sharing among team members.
- Identified areas for improvement in existing infrastructure, recommending upgrades or modifications accordingly.
- Enhanced system efficiency by streamlining IT processes and implementing automation tools.
- Troubleshooting hardware and software issues, in addition to managing security for laptops and desktops.
- Supported various service requests through various communication channels, ensuring timely and effective resolutions.
- Providing KT to service desk team.
- Account Provisioning and management in office365
Education
Bachelor of Arts - Bachelor's in Psychology
Delhi University
Delhi 04.2001 -
Higher Senior Secondary -
SD Public School
Delhi 04.2001 -
Skills
System troubleshooting
Application installations
Remote support
Ticket management
Technical documentation
Hardware upgrades
Teamwork and collaboration
Analytical thinking
Critical thinking
Customer support
Hardware configuration
Customer service
Software updates
Root-cause analysis
Certification
A+ N+ From NIIT
HOBBIES
Watching Movies, Listening Music, Travelling, Dancing, Painting.
DECLARATION
I hereby declare that all the above information furnished by me is true to the best of my
knowledge and belief.
Timeline
TECHNICAL SUPPORT ENGINEER 1
DELL TECHNOLOGIES
04.2015 - Current
SENIOR IT ANALYST
IBM INDIA PVT LTD Delhi, India
03.2013 - 04.2015
Bachelor of Arts - Bachelor's in Psychology
Delhi University
04.2001 -
Higher Senior Secondary -
SD Public School
04.2001 -
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