SHUBHAM KUMAR
GIRIDIH
Summary
- Seasoned Senior Technical Support Associate with strong background in troubleshooting and resolving complex technical issues. Skilled at providing customer-focused IT support and implementing strategic solutions to reduce downtime. Known for enhancing user experience through proactive problem solving and effective communication skills. Implemented improved processes that increased efficiency in previous roles, demonstrating adaptability and initiative.
Overview
5
5
years of professional experience
Work History
Senior Technical Support Associate
Concentrix / Lenovo
Bengaluru
07.2021 - 06.2024
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Confer with staff, users, and management to establish requirements for new systems or modifications.
- Prepare evaluations of software or hardware, and recommend improvements or upgrades.
- Specially handled escalations calls (Managing Director India level, world level) regarding technical support, as well as looking critically into cases where customer expectations were not met.
- Provide on-the-job training to the new batch of agents employed.
- Technical professional prepared for a senior technical role, bringing extensive hands-on experience in managing and executing advanced technical projects.
- Expertise in system optimization and technical troubleshooting, coupled with a proactive and adaptable work ethic.
Home Tutor
Home Tuition
Patna
09.2019 - 03.2020
- Teaching math, science, history, and geography up to class 10 according to every board syllabus and prepared students to take board exams.
- Conducted assessments to evaluate student progress, strengths, and areas for improvement.
Education
Bachelor of Technology - Computer Science And Engineering
Kalinga University
Naya Raipur08-2019
12th -
Shiv Durga Mohar Inter College Bishanpur(Saharsa)
04-2014
Skills
- Innovation
- Analytical skills
- Teaching
- Communication
- Computer hardware/software troubleshooting
- Handling customer escalation calls
- Customer care training
- Managing and executing advanced technical projects
Achievements And Awards
- Provided on-the-job training to more than 30 new technical support agents, improving team efficiency and knowledge base.
- Managed and resolved over 95% of escalation calls at Managing Director and global levels, significantly improving customer satisfaction.
- Demonstrated expertise in troubleshooting and system optimization, reducing average resolution time by 25%.
- Conducted comprehensive evaluations of software and hardware systems, leading to recommendations that enhanced system performance by 20%.
- Recited poetry at a local radio station
- Gave a seminar on the topic of image analysis to detect skin diseases
Hobbies and Interests
- Listening to old Hindi Bollywood songs
- Playing cricket and PC games
- Watching courtroom drama movies and biographical films
Projects
An Efficient and Privacy Preserving Biometric Identification Scheme in Cloud Computing, The main aim of this system is to give more security with the help of an efficient and privacy preserving biometric identification outsourcing scheme.
Languages
- English
- Hindi
Activities
- Volunteering in the marathon organized by my college, XTRAMILE
- Volunteering in blood donation camps at my college
Personal Information
- Hobbies: Reading newspaper and keeping scores of all latest developments in geopolitics
- Date of Birth: 09/01/95
- Nationality: Indian
- Marital Status: Single
Known Languages
Hindi
First Language
English
Advanced (C1)
C1
Timeline
Senior Technical Support Associate
Concentrix / Lenovo
07.2021 - 06.2024
Home Tutor
Home Tuition
09.2019 - 03.2020
Bachelor of Technology - Computer Science And Engineering
Kalinga University
12th -
Shiv Durga Mohar Inter College Bishanpur(Saharsa)
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