SUSMITA BISWAS
Bengaluru
Summary
Results-driven IT Engineer with 7+ years of experience in enterprise IT environments, specializing in troubleshooting, root-cause analysis, and resolution of complex hardware and software issues. Skilled in Microsoft Azure, Windows environments, and enterprise applications with a proven ability to ensure high system availability and reliability. Experienced in leading critical incident response, optimizing IT performance through automation, and mentoring junior engineers to strengthen team capability. Adept at driving cross-functional collaboration, meeting SLA commitments, and delivering exceptional customer-focused support in fast-paced, mission-critical environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Engineer Cloud&Infra Management-Project SME
LTIMindtree Pvt Ltd
Bangalore
01.2024 - Current
- Act as the designated Subject Matter Expert (SME) for core Azure and cloud applications, providing guidance and technical leadership to team members and stakeholders.
- Lead shift operations as Team Shift Lead, managing user queue, supervising daily tasks, prioritising issues, and ensuring prompt resolution of service requests over email and ticketing systems.
- Oversee problem-solving processes, including incident response, root cause analysis (RCA), escalations, and complex issue remediation across various platforms.
- Analyze support survey feedback and operational data; prepare shift-wise reports and insights for process improvement and stakeholder communication.
- Create and maintain team rosters, coordinate shift schedules, and allocate resources to optimise service coverage and minimise downtime.
- Deliver targeted internal training sessions, prepare assessments, conduct team huddles, and facilitate knowledge sharing meetings to enhance team expertise and readiness.
- Provide ongoing people management and mentorship, offering guidance, resolving conflicts, and fostering continuous growth and performance through effective coaching.
Senior Technical Support Engineer
Lenovo India Pvt Ltd
Bangalore
08.2021 - 11.2023
- 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
Concentrix Services Pvt Ltd
Bangalore
11.2020 - 08.2021
- Delivered end-user technical support for Lenovo clients, troubleshooting both hardware and software issues with a strong focus on timely resolution and customer satisfaction.
- Managed inbound support channels including phone, email, live chat, and web tickets, while adhering to defined SLAs and consistently meeting or exceeding performance KPIs.
- Built and maintained client trust by providing professional, high-quality technical assistance, resulting in positive client feedback and strong satisfaction ratings.
- Documented and escalated unresolved issues to higher-level support teams, ensuring seamless problem resolution and knowledge base updates.
- Collaborated with cross-functional teams to resolve complex cases and enhance support processes.
- Earned the Lenovo Premier Badge within the first 9 months of tenure and was promoted to Lenovo India Pvt. Ltd. as a full-time on-roll employee based on sustained performance excellence.
Customer Support Specialist
Altruist Technologies Pvt Ltd
Bangalore
02.2020 - 09.2020
- 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 Solution Pvt Ltd
Bangalore
02.2019 - 01.2020
- 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
08.2018 - 01.2019
- 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.
Education
B.Tech - Information Technology
Narula Institute of Technology
Kolkata, India06.2018
Skills
- Training and Mentorship of IT staff
- Customer-Focused Service Delivery
- Technical & Desktop Support (Hardware/Software)
- SLA Compliance & Incident Management
- Subject Matter Expertise
- Strong Analytical Thinking & Problem Solving
- Cloud Services & Application Support (Azure, O365)
- Proactive Monitoring & Performance Optimization
- Critical Thinking & Troubleshooting
- Adaptability in Dynamic Environment
- Teamwork & Cross-Functional Collaboration
Certification
- Microsoft Azure Fundamentals: Azure Cloud Computing by Lenovo.
- SOC Analyst Training.
- Splunk Tutorial.
- Generative AI foundation course.
Accomplishments
- Top Gun Award for highest sales in the ACKO process.
- BUSY BEE Award for diligence and consistent hard work, received nearly every month.
- Recognized as Customer of the Month in November at Lenovo.
- Awarded Best SME for outstanding contribution to a transition project at LTIMindtree.
TOOLS USED
- ServiceNow, Microsoft Dynamics (MSD), Genesys, Microsoft Office, Outlook, Excel, Power BI (entry level)
- Microsoft Dynamics (MSD), Genesys
- Genesys
- Microsoft Office, Outlook, Excel, Power BI (entry level)
- Power BI (Entry Level)
Languages
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Senior Engineer Cloud&Infra Management-Project SME
LTIMindtree Pvt Ltd
01.2024 - Current
Senior Technical Support Engineer
Lenovo India Pvt Ltd
08.2021 - 11.2023
Technical Support Specialist
Concentrix Services Pvt Ltd
11.2020 - 08.2021
Customer Support Specialist
Altruist Technologies Pvt Ltd
02.2020 - 09.2020
Customer Support Representative
Hinduja Global Solution Pvt Ltd
02.2019 - 01.2020
Quality Analyst
Teleminds Infotech Pvt Ltd
08.2018 - 01.2019
B.Tech - Information Technology
Narula Institute of Technology
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