Summary
Overview
Work History
Education
Skills
Websites
Timeline
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SNEHA DUTTA

Bangalore

Summary

Dynamic technical support supervisor with a proven track record at Khoros LLC, excelling in SLA management and team performance. Skilled in incident management and coaching, I drive efficiency through effective documentation and cross-functional collaboration, ensuring high customer satisfaction and seamless service delivery. ITIL V4 certified, I thrive in fast-paced environments.

Overview

13
13
years of professional experience

Work History

Supervisor, Technical Support

Khoros LLC
11.2022 - Current
  • Manage a team of support analysts, providing guidance, coaching, and performance evaluations.
  • Monitoring the support queues (chat queue and Ticket queue) to ensure adherence to SLA's and KPI's.
  • Act as an escalation point of contact for complex or unresolved issues, coordinating with other IT teams as needed.
  • Oversee the onboarding and training of new support staff on tools, procedures, and customer service standards.
  • Maintain documentation on processes, known issues, and troubleshooting guides to improve team efficiency.
  • Collaborate with cross-functional teams to support infrastructure upgrades, system rollouts, and service improvements.
  • Generate regular reports on team performance, ticket trends and service metrics for management.

Senior Technician, Technical Support

Dell Technologies
Bangalore
06.2017 - 11.2022
  • Provided customer support via chat, email, and phone, ensuring adherence to SLAs and delivering a high level of customer satisfaction.
  • Compiled and published detailed reports on backlog cases to assist in tracking, prioritization, and resolution efforts.
  • Mentored and trained new engineers by providing guidance on technical issues, escalating complex cases appropriately, and delivering training on process updates and operational procedures.
  • Published a monthly newsletter for the APAC region to share key updates, performance highlights, and process improvements.
  • Served as a ServiceNow administrator, managing the unassigned queue to ensure timely case routing, resolution, and workflow efficiency.
  • Handled and managed high-severity incidents by coordinating with support groups to ensure prompt resolution and maintaining clear, timely communication with key stakeholders.

Application Developer

IBM
Bangalore
09.2012 - 08.2016
  • Involved in the development of reports, which included updating logic and testing objects.
  • Working knowledge, access list, SAP access, debugging tools, and HTML.
  • Involved in the creation, audit, and change in access privileges for JDE users.
  • Preparation and updating of technical specification documents and test cases.
  • Assembling the package and deploying on Citrix, Enterprise, and JDE Web Servers.
  • Involved in monitoring of batches generated from various third-party tools (Powerplant, TRECS, Smart Analysis), identifying accounting errors, and fixing them accordingly in JDE.
  • Working closely with customers to fix bugs, troubleshoot issues, and document progress details related to JIRA.
  • Worked on other audit tasks for which IBM needs to show the working procedure to customers.

Education

Bachelor of Engineering - Electronics And Communication Engineering

East Point College of Engineering And Technology
Bangalore
07.2012

Skills

  • Service desk operations
  • Technical support (L1-L3)
  • Performance evaluation
  • Microsoft Office 365 administration
  • Microsoft Exchange
  • ITIL V4 Foundation certified
  • Incident and problem management
  • Debugging and troubleshooting tools: API, HTML, CSS, PL/SQL, database, AWS
  • SLA and KPI management
  • Remote desktop support
  • Team management
  • Technical documentation
  • Ticketing tool: ServiceNow, Salesforce, and JIRA
  • Escalation management
  • Coaching and mentoring

Timeline

Supervisor, Technical Support

Khoros LLC
11.2022 - Current

Senior Technician, Technical Support

Dell Technologies
06.2017 - 11.2022

Application Developer

IBM
09.2012 - 08.2016

Bachelor of Engineering - Electronics And Communication Engineering

East Point College of Engineering And Technology

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SNEHA DUTTA