Summary
Overview
Work History
Education
Skills
Certification
Timeline
Languages
Generic

Sutapa Paul

Bengaluru

Summary

Dynamic and customer-focused IT Support Analyst with over three years of experience in delivering exceptional support and achieving a 90% First Call Resolution (FCR) rate. Expertise in customer engagement, issue resolution, and SaaS platforms, complemented by strong skills in managing escalations and enhancing overall satisfaction. Proven track record in technical troubleshooting and customer-facing roles, including IT Support, ORM, Academic Counseling, and Sales. Currently pursuing an MBA to deepen business acumen and customer management skills, with a strategic goal of transitioning into a Customer Success role.

Overview

4
4
years of professional experience
1
1
Certificate
3
3
Languages

Work History

IT Service Desk Analyst

Koch Industries
09.2022 - Current
  • Delivered 90% First Call Resolution (FCR) by resolving issues related to Office 365, Azure AD, PingID, Zscaler, and remote desktops.
  • Supported global users through live calls and chat, maintaining SLA compliance and high CSAT.
  • Managed tickets in ServiceNow, ensuring accurate documentation and prioritization.
  • Troubleshot network issues (WiFi, routers, docking stations) and provided onboarding support.
  • Collaborated across teams to resolve escalations quickly, improving customer satisfaction.

ORM Executive

NoBroker
01.2022 - 09.2022
  • Handled customer escalations from social media, addressing complaints with empathy and professionalism.
  • Improved brand perception by actively engaging customers and providing timely resolutions.
  • Strengthened online trust and retention through proactive communication.

Academic Counselor

Galaxy Education
09.2021 - 09.2021
  • Counseled students to recommend suitable career paths and colleges based on their interests and goals.
  • Promoted and successfully sold the institute’s career counseling plans, including mock tests, interviews, and placement packages.
  • Demonstrated strong selling and persuasion skills by converting student inquiries into enrolled clients.
  • Built trust through consultative counseling and personalized recommendations, enhancing student satisfaction.

Education

MBA -

Amity University
01.2026

BBA - undefined

Bangalore University
01.2021

Skills

Customer Relationship Management (CRM)

undefined

Certification

Cutomer success fundamentals

Timeline

Cutomer success fundamentals

08-2025

IT Service Desk Analyst

Koch Industries
09.2022 - Current

ORM Executive

NoBroker
01.2022 - 09.2022

Academic Counselor

Galaxy Education
09.2021 - 09.2021

BBA - undefined

Bangalore University

MBA -

Amity University

Languages

Bengali – Native
English – Fluent
Hindi – Proficient

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Sutapa Paul