Susmita Biswas

Senior Technical Support Engineer – Azure & Incident Management
Project- Ernst & Young (EY), [Bangalore]
January 2024 – Present

• Act as the first point of contact for escalations related to Azure applications and services, resolving complex technical issues with a 98% success rate to ensure minimal downtime for EY users and clients.
• Collaborate with Level 3 production support, infrastructure, and operations teams to manage high-impact incidents, achieving 100% SLA compliance and reducing resolution time.
• Collaborated with knowledge manager to create knowledge article and to and to deliver targeted internal training programs, significantly improving first-call resolution and strengthening team technical proficiency.
• Lead the successful deployment of a major Azure-based transition project, enhancing platform reliability and boosting customer satisfaction by 20%.
• Partner with stakeholders to define project scopes and timelines, ensuring alignment with business objectives and smooth project execution.
• Earned formal recognition for leadership and innovation during the transition initiative, contributing to enhanced service delivery.

Technical Support Engineer – Active Directory & User Lifecycle Management
Project - Phinia, [Bangalore]
April 2025 - Present

• Managed user offboarding for PHINIA and DelphiDrive domains, following strict SOPs to ensure secure and compliant deprovisioning processes.
• Executed user account disablement in Active Directory, including attribute updates, OU (Organizational Unit) moves, and cleanup of non-essential group memberships while preserving necessary domain access.
• Coordinated Unix/Linux system handoffs with hosting teams, ensuring seamless transitions and proper access revocation across platforms.
• Maintained accurate RITM (Request Item) tracking, including timestamps and OU paths, to ensure full audit compliance and adherence to documentation protocols.
• Contributed to improved security posture and audit readiness through consistent and standardized process execution.

Senior Technical Support Engineer – Premier Support

Lenovo India Pvt Ltd, Bangalore
August 2021 – November 2023 (Promoted from Concentrix Services Pvt Ltd)

• Provided advanced technical support to enterprise users, including analysts and IT professionals, resolving issues related to system hardware, operating systems, and enterprise applications via calls, emails, web tickets, and chat.
• Acted as a key technical resource for Lenovo Premier Support across Asia Pacific, maintaining exceptional service standards and exceeding SLA and KPI targets for resolution time, customer satisfaction, and communication quality.
• Delivered comprehensive troubleshooting for IT infrastructure access issues, application performance, and device configuration across Windows platforms, using tools like ServiceNow, Microsoft Dynamics, Genesys, and Microsoft Office Suite.
• Collaborated with global support teams and escalated critical incidents effectively to ensure timely resolution and root cause analysis.
• Recognized as a Top CSAT (Customer Satisfaction) Achiever and awarded Top Premier Specialist across the Asia Pacific region.
• Consistently met and exceeded communication and technical performance metrics; awarded “Distinguished Performer” (10/10) for outstanding quality and reliability.

Technical Support Specialist – Lenovo Premier Project

Concentrix Services Pvt Ltd (Lenovo Process), Bangalore
November 2020 – August 2021

• Delivered end-user technical support for Lenovo clients, troubleshooting hardware and software issues with a focus on timely resolution and customer satisfaction.
• Handled inbound support via calls, emails, chat, and web tickets, maintaining strong SLA adherence and consistently meeting performance KPIs.
• Built trust and rapport with clients by providing high-quality assistance, resulting in strong satisfaction ratings and positive client feedback.
• Accomplishment: Achieved Lenovo Premier Badge within 9 months of joining and was promoted to Lenovo India Pvt Ltd as a full-time on-roll employee based on performance excellence.

Customer Support Specialist

Altruist Technologies Pvt Ltd, Bangalore
February 2020 – September 2020

• Led the customer support team in delivering exceptional service by managing client inquiries, resolving issues promptly, and ensuring high customer satisfaction levels.
• Oversaw lead generation and prospecting activities, driving business growth through effective customer engagement and support strategies.
• Collaborated cross-functionally with sales and operations teams to streamline communication and improve the customer experience.
• Consistently achieved monthly performance targets, contributing directly to revenue goals and fostering long-term client relationships.

Customer Support Representative

Hinduja Global Solutions Pvt Ltd,

Acko General Insurance - Bangalore
February 2019 – January 2020

• Engaged with potential customers visiting the ACKO official website, delivering personalized sales pitches and addressing queries to guide them through insurance product selection and purchase.
• Utilized data-driven CRM tools like LeadSquared to track, nurture, and convert leads, ensuring efficient pipeline management and enhanced customer experience.
• Collaborated with cross-functional teams to resolve customer concerns and improve overall service delivery.
• Achievements: Consistently exceeded monthly sales targets by 100%, significantly boosting customer acquisition and contributing to ACKO's revenue growth.

Quality Analyst

Teleminds Infotech Pvt Ltd, Kolkata
August 2018 – January 2019

• Audited sales calls across multiple centers (Kolkata, Delhi, Pune) for Australian energy clients, ensuring accuracy and compliance.
• Identified errors and provided targeted feedback to improve sales quality and adherence to standards.
• Collaborated with teams to maintain consistent quality and enhance customer experience.