Sourjya Dey
Technical Support Engineer
Bangalore
Summary
Results-driven Technical Support Engineer with five years of experience in Incident management, Cloud Infrastructure, Cloud Service Delivery and resource coordination. Expertise in monitoring tools, ServiceNow and server analysis, I have ensured timely resolution of incidents while adhering to SLA and 100% customer satisfaction. I possess intricate knowledge in Azure, Incident and change management, VMware, Cloud Storage, ServiceNow and I am a quick learner with a diagnostic mindset, dedicated to delivering high levels of customer satisfaction.
Overview
6
6
years of professional experience
17
17
years of post-secondary education
6
6
Certifications
Work History
Technical Support Engineer
Dell Technologies
09.2021 - 06.2025
- Plan, coordinate and allocated resources, including personnel, tools, and infrastructure, to promptly address incidents and ensure effective resource utilization leading to 20% less resolution time.
- Maintained 100% CSAT per quarter resulting in high customer success.
- Have reviewed monitoring tools to collect and analyze server threshold and mitigate any issue which arises.
- Depending on impact to business, urgency and severity, ensure that each incident and task is completed within SLA and provided relevant and concise update to the customer.
- Collaborated with teams to perform regular health checks in different OS and storage environment VMware, Unity, Vmax, Isilon and rectified issues were in necessary. Collaborated with cross-functional teams to ensure successful and timely resolution of customer issues.
Technical Support
Keystone Business Solution
11.2019 - 09.2021
- Initial point of contact for customers and internal stakeholders for issues, incident and change management.
- Creation of tickets depending on impact and ensure that ticket has been routed to assigned engineers on basis of issue.
- Analysis of the issue and convert technical data into required format and expected SOP. Convey information between different audience such as customer and update knowledge base articles.
Education
Master of Science - Electrical engineering
Netaji Subash Engineering College
04.2001 - 01.2018
Skills
Major Incident Management
Change Management
Global Escalation Management
Azure Administration
Active Directory
undefinedCertification
ITIL V4, 2024
Accomplishments
- Customer Hero Award for consistently receiving a 100% Customer Satisfaction (CSAT) score for all tasks and incidents.
- All incidents and tasks have been addressed within the Service Level Agreement (SLA) provided by the customer, which have reduced 20% resolution time.
Timeline
Technical Support Engineer
Dell Technologies
09.2021 - 06.2025
Technical Support
Keystone Business Solution
11.2019 - 09.2021
Master of Science - Electrical engineering
Netaji Subash Engineering College
04.2001 - 01.2018
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