Surya Shankar
Kolkata
Summary
Results-driven IT Support Specialist with over 4.5 years of experience in Service Desk Operations and customer service. Proven success as a Team Lead, enhancing Chat Bot automation and optimizing service delivery performance. Strong technical and problem-solving abilities contribute to effective solutions that drive organizational success. Committed to continuous learning and professional growth within the IT support industry.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Team Lead
Transunion Global Technology Center LLP
Pune
09.2022 - 03.2023
- Conducted in-depth analysis of tickets and chat interactions, driving significant improvements in chatbots automation
- Effectively managed escalated customer service issues across various communication channels, including email, phone, and web conferences
- .Performed rigorous application and access testing, ensuring the successful implementation of enhancements
- Developed streamlined handoff procedures to facilitate seamless resolution of cloud support issues
- Analyzed first call resolution (FCR) and backlog, achieving substantial improvements in service delivery
- Fostered collaborative relationships with cross-functional teams to provide comprehensive build guidance and ensure timely order completion
- Proactively maintained the overall health and stability of client issues
- Designed and executed a comprehensive training program for new service desk team members.
- Collaborated with cross-functional teams to identify and address recurring issues.
Lead/Service Desk
Buzzworks Business Services Pvt. Ltd. (CAPGEMINI)
Kolkata
04.2022 - 09.2022
- Evaluated and analyzed service delivery performance metrics, incorporating insights from client surveys
- Maintained meticulous records of daily operations to track customer needs and services
- Established and enforced standard operating procedures to optimize team efficiency
- Collaborated with cross-functional teams to address cloud and virtualization-specific issues
- Ensured the general health and maintenance of client issues
- Implemented a proactive monitoring system for cloud and virtualization infrastructure, resulting in a 15% decrease in downtime and enhanced system reliability
- Guided a team of 16 service desk representatives to achieve and surpass the company's target
Team Lead
Innovative DigiTech Service
09.2020 - 04.2022
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
Cloud Support Engineer
Innovative DigiTech Service
09.2018 - 09.2020
- Provided technical support to customers on cloud-based applications and products.
- Resolved customer issues related to cloud infrastructure, data migration, and software development.
- Developed new solutions for cloud services to improve customer experience.
- Monitored the performance of multiple cloud platforms including AWS.
- Troubleshoot complex problems with cloud computing systems and networks.
- Implemented best practices for the security and reliability of cloud environments.
Education
MBA - IT Management
DY Patil
Pune01-2024
BCA - Computer Science
Inspiria Knowledge Campus
Siliguri08-2018
Skills
- Excel in a dynamic IT support role
- Technical proficiency
- Exceptional customer service abilities
- Continuous learning and professional development
- AWS
- VMware
Certification
- Networking, 2021
- Amazon Web Service, 2022
Languages
- English
- Hindi
Personal Information
Date of Birth: 01/25/97
Timeline
Team Lead
Transunion Global Technology Center LLP
09.2022 - 03.2023
Lead/Service Desk
Buzzworks Business Services Pvt. Ltd. (CAPGEMINI)
04.2022 - 09.2022
Team Lead
Innovative DigiTech Service
09.2020 - 04.2022
Cloud Support Engineer
Innovative DigiTech Service
09.2018 - 09.2020
- Networking, 2021
- Amazon Web Service, 2022
MBA - IT Management
DY Patil
BCA - Computer Science
Inspiria Knowledge Campus
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