Surjendu Kumar Panigrahi
Bhubaneswar
Summary
Support Specialist with extensive experience at NIQ, successfully resolving over 2,000 incidents while maintaining 98% SLA compliance. Expertise in SQL and incident management, with a strong focus on problem-solving and mentoring. Proven ability to implement process improvements that boost team efficiency and enhance client satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Support Specialist
NIQ
02.2023 - Current
- Resolved over 2,000 incidents across NIQ platforms, achieving 98% SLA compliance.
- Served as SME and primary contact for application issues, guiding internal teams and clients.
- Led incident escalation processes to ensure rapid response during critical downtimes.
- Monitored KPIs to evaluate team performance, increasing response efficiency by 15%.
- Onboarded and mentored new team members, improving team capacity and reducing ramp-up time.
- Collaborated cross-functionally to streamline processes and implement best support practices.
- Suggested and implemented multiple process improvements adopted company-wide.
Assistant System Engineer
Tata Consultancy Services Limited
05.2021 - 01.2023
- Delivered root cause analyses and workarounds for recurring incidents to enhance resolution speed.
- Resolved client-raised incidents related to data quality and access, maintaining high satisfaction levels.
- Provided technical support for Discover production environment with consistent client communication.
- Utilized SQL and scripting for efficient handling of data-driven queries and issue resolution.
Education
B.Tech - Computer Science and Engineering
Silicon Institute of Technology
Bhubaneswar, Odisha04-2021
Senior Secondary Certificate - XII
Upendranath College
Soro, Odisha05.2017
Skills
- Python
- C
- SQL
- HTML
- CSS
- React
- ServiceNow
- Datadog
- Jira
- Jupyter notebook
- Spyder
- Azure
- Machine learning
- AWS
Certification
- Microsoft Azure Fundamentals – Certified
- Aws cloud practitioner - Certified
- Machine learning fundamentals (Udemy)
References
Available upon request.
Projects
Music Recommendation System, Developed a hybrid music recommender using content-based and collaborative filtering models in Python. Credit Card Fraud Detection, Built a neural network model to detect fraudulent credit card transactions using deep learning techniques. Registration Form Web App, Designed a full-stack registration system using React for frontend and Firebase for backend integration.
Languages
- English
- Hindi
- Odia
Skills And Tools
Python, C, SQL, HTML, CSS, React, Angular (Beginner), ServiceNow, Datadog, Jira, Jupyter Notebook, Spyder, Azure (Fundamentals), Machine Learning (Intermediate)
Accomplishments
- Subject matter expert for applications offered at NIQ
Timeline
Support Specialist
NIQ
02.2023 - Current
Assistant System Engineer
Tata Consultancy Services Limited
05.2021 - 01.2023
B.Tech - Computer Science and Engineering
Silicon Institute of Technology
Senior Secondary Certificate - XII
Upendranath College
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