Subhasis Das
Senior Technical Support Executive
Kolkata,West Bengal
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and server support on Windows and Linux systems. Proven skill in resolving problems quickly on first call.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Technical Support Executive
ARIN COMPUTER
Kolkata
01.2011 - Current
- Managed high levels of call flow and responded to particular technical support needs.
- Provide technical assistance and support for incoming queries and issues related desktop support, server support and mobile device management.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various geographical region.
- Plan and implement email security awareness program and periodic security training for employee awareness on current security threats.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Generate and initiate disaster recovery plan including information and procedures.
- Configured hardware and granted system permissions to new employees.
- Assist with updating technical support best practices for use by team.
- Wipe drives with proper chain of custody and inventory management.
- Tested new software and hardware prior to deployment.
- Patched software and installed new versions to eliminate security problems and protect data.
- Coached newly-hired IT team on advanced technical procedures.
- Created user accounts and assigned permissions.
- Provide remote support to our external customers.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Monitor and maintain Antivirus Console, schedule software patch update, windows update and various firmware update as required.
- Installed and configured operating systems and applications.
- Maintain & monitor FortiGate, Sonicwall Firewall & Network for corporate client.
- Configured and tested new software and hardware.
- Implement multi branded Servers.
- Diagnosed and troubleshot hardware, software and network issues.
- Maintain and monitor Corporate Annual Contract Services between our Clients.
- Used ticketing systems to manage and process support actions and requests.
- Analyze, diagnose and troubleshoot complex technical issues.
- Collaborate with external software & hardware vendors.
- Identifying and escalating business and technical challenges as appropriate and in a timely manner.
- Communicating with other engineers, clients, and managers in a professional manner as situations arise, and at regular intervals ensuring that all parties involved are kept up to date at all times.
- Ability to work effectively in a team with minimal supervision.
Technical Support Engineer
ARIN COMPUTER
Kolkata
01.2008 - 01.2010
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Researched new tactics to better hone responses and shorten remediation times.
- Maintained Corporate Annual Contract Services between our Clients.
- Communicated with stakeholders to share critical technical information and deliver project updates.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Implemented & maintained network diagram for 80+ users
- Maintained response times to support business continuity.
- Installed & Configured Windows Server with Active Directory Services for 50 clients
- In-depth knowledge of Windows desktop operating system
- Desktop and Laptop installation, trouble-shooting and operating system installation.
- Encouraged timely and relevant upgrades for clients' products
Desktop Support Engineer
COMPUSYSTEM
Kolkata
01.2005 - 01.2008
- Network and hardware troubleshooting
- Data entry
- Application support
- Troubleshooting proficiency
- Windows XP/Vista
- Hardware diagnosis
- Application installations
- LAN aptitude
- Hardware upgrades
- Repairing system faults
- Data backup and recovery
- Systems management
- System maintenance and upgrades
- System implementation
- System troubleshooting
- Stakeholder relationship management
- Systems upgrades
- IT support
- Assisted clients with diagnostics of software and hardware issues
- Maintained 100+ Windows Computers and peripherals, including all configuring and monitoring
- Set up in-house computer system for small logistics firm before project due date
- Assisted IT Head by reducing workload by 25.
Education
Bachelor of Commerce - Accounting And Business Management
2003
Skills
- Executive Support
- Hardware Upgrades
- Service Delivery
- Customer Satisfaction
- Support End-Users
- Configuring Devices
- Administrative Support
- Troubleshooting and Assistance
- Hardware and Software Configuration
- Team Support
- Technical Supervision
- Onsite Instruction
- Support Ticket System Management
- Complaint Resolution
- Hardware Evaluation
Certification
Certified in IT Hardware and Networking
Accomplishments
- Best Employee in Technical Support Executive award.
- Trained and led technical support teams of more than 10 support specialists.
- Resolved product issue through consumer testing.
- Participated in various incentive programs and contests designed to support achievement of production goals.
Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Bengali
Bilingual or Proficient (C2)
Timeline
Senior Technical Support Executive - ARIN COMPUTER
01.2011 - Current
Technical Support Engineer - ARIN COMPUTER
01.2008 - 01.2010
Desktop Support Engineer - COMPUSYSTEM
01.2005 - 01.2008
Commerce University of Calcutta - Bachelor of Commerce, Accounting And Business Management
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