Summary
Overview
Work History
Education
Skills
Timeline
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Tanmay Basak

Bengaluru

Summary

Senior System Engineer at CGI with extensive experience in networking and troubleshooting. Successfully resolved complex technical incidents, improving team performance through leadership and training initiatives. Skilled in technical support and documentation, contributing to operational excellence and reduced downtime in retail systems. Committed to delivering high-quality IT solutions that drive business success.

Overview

7
7
years of professional experience

Work History

Senior System Engineer

CGI
03.2025 - Current
  • Ensured timely completion of all deliverables for functional team.
    Led client meetings and calls, showcasing strong leadership abilities.
    Analyzed incidents and implemented resolutions, preventing escalation.
    Coached Level 2 EPOS Technicians while supporting onsite technicians.
    Conducted root-cause analysis to proactively eliminate recurring issues.
    Collaborated with Retail Systems on various projects and initiatives.
    Maintained updated problem tickets in compliance with targeted SLAs.
    Enhanced knowledge resources with Training Lead to increase first call resolution.

DIEBOLD NIXDORF INDIA PRIVATE LIMITED
05.2022 - 03.2025
  • Dedicating Software and Hardware problems within customer environment and perform Software distribution to endpoints.
  • Guiding End users according to Solution trees and knowledge base to solve incidents and service results.
  • Monitoring the Universal Work Queue and Work on Assigned tickets.
  • Creating and Updating Incidents with parallel email handling.
  • Dispatching Field Service Engineers on site and provide remote support.
  • Scheduling task for Team and Field services for On site visits for Installations, Remove and Additions requests.
  • Troubleshooting Network Devices such as Linux Server and Internal Servers of IKEA.
  • Provide Technical assistance remotely to Sites for Automated cash handling solutions in IKEA retail.

Sykes business services of India private LTD
02.2021 - 02.2022
  • Deliver comprehensive product/service information to customers and suggest complementary merchandise while upholding professionalism and honesty.
  • Document all customer interactions, including updates, orders, inquiries, and billing matters for future reference.
  • Maintain a positive and enthusiastic approach to enhance team collaboration and ensure topnotch customer service delivery.

Q CONNEQT BUSINESS SOLUTIONS
05.2018 - 11.2020
  • Proficiently handle inbound calls to deliver product/service information, process orders, and address complaints with a professional demeanor.
  • Maintain meticulous records of customer interactions, including inquiries, complaints, and resolutions.
  • Skilled in processing orders, forms, and applications accurately and efficiently.
  • Consistently follow up to ensure customer satisfaction and resolution of requests.
  • Refer complex issues to designated departments for thorough investigation.
  • Conduct audits to improve processes and analyze performance metrics to create informative reports for management and team leads.

Education

Bcom -

Himalaya Garhwal University
03.2021

Skills

  • Networking and troubleshooting
  • MS Office proficiency
  • BPO operations management
  • Technical support (voice and blended)
  • Team management
  • Leadership qualities
  • Verbal and written communication

Timeline

Senior System Engineer

CGI
03.2025 - Current

DIEBOLD NIXDORF INDIA PRIVATE LIMITED
05.2022 - 03.2025

Sykes business services of India private LTD
02.2021 - 02.2022

Q CONNEQT BUSINESS SOLUTIONS
05.2018 - 11.2020

Bcom -

Himalaya Garhwal University

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