Windows Server
Sourav Mukherjee
Technical Support Engineer
Kolkata
Summary
Dedicated Technical Support Engineer with over 2.5 years of hands-on experience providing efficient solutions and superior customer service in fast-paced environments. Proficient in diagnosing and resolving complex technical issues across hardware, software, and network systems. Skilled in troubleshooting, documentation, and effectively communicating technical concepts to both technical and non-technical stakeholders. Proven ability to thrive under pressure while maintaining a focus on delivering timely resolutions and exceeding customer expectations. Seeking to leverage expertise in technical support to contribute to the success of a dynamic team and drive continuous improvement in customer satisfaction.
Overview
3
3
years of professional experience
Work History
Senior Customer Support Engineer
CMS It Services Private Limited
04.2022 - 12.2023
- Provided technical support and troubleshooting for complex customer issues
- Collaborated with cross functional teams to identify and resolve product issues
- Conducted in-depth root cause analysis and provided recommendations for product improvements
- Trained and mentored junior customer support engineers to improve team performance
- Developed and maintained strong relationships with key customers to ensure repeat business
- Worked closely with product development teams to communicate customer feedback and prioritize bug fixes and feature requests
Customer Support Engineer
Think Labs Private Limited
04.2021 - 04.2022
- Assisted in the implementation and maintenance of IT infrastructure.
- Responded to help desk tickets, diagnosing and resolving issues efficiently.
- Responded promptly to customer inquiries and maintained a high level of customer satisfaction
- Maintained accurate and detailed records of customer interactions and resolutions
Education
B. Tech - Information Technology
Academy Of Technology
Kolkata 04.2001 -
ISC ( 12th ) -
Xavier's English School
Kolkata 04.2001 -
ICSE ( 10th ) -
Xavier's English School
Kolkata 04.2001 -
Skills
Communication
undefinedSoftware
Service Now Ticketing Tool
CA Ticketing tool
Remote Monitoring tools
Office 365
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Senior Customer Support Engineer
CMS It Services Private Limited
04.2022 - 12.2023
Customer Support Engineer
Think Labs Private Limited
04.2021 - 04.2022
B. Tech - Information Technology
Academy Of Technology
04.2001 -
ISC ( 12th ) -
Xavier's English School
04.2001 -
ICSE ( 10th ) -
Xavier's English School
04.2001 -
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