Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic
Tanusree Das

Tanusree Das

Kolkata

Summary

Dedicated and motivated professional with a passion for mastering the intricacies of the Customer Support field. Committed to continuous learning and actively seeking opportunities to acquire new skills that enhance team success. Proven strengths in administration, relationship-building, and problem-solving contribute to a collaborative and efficient work environment. Eager to leverage these abilities to drive positive outcomes and support organizational goals.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Service Desk Coordinator

Kaizen IT Services Private LIMITED
12.2024 - Current
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Conducted ongoing reviews of program financial systems to assess cost control measures.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.

Service Desk Engineer

Lenovo India PVT Ltd
06.2023 - 08.2024
  • Incident Management, Service Request Fulfillment, Problem Management, Technical Support, Issue Escalation, Password Reset, Remote Offboarding, Software Installation.
  • Resolved customer complaints in prompt, polite and professional approach.
  • Offered assistance in implementing and developing training programs.
  • Diagnosed and troubleshot hardware and software issues.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.

Help Desk Coordinator

Hemas Consumer Brands India PVT LTD
04.2022 - 03.2023
  • Coordinated L1/L2 helpdesk operations across email, phone, and ticketing systems, handling 60–100 tickets/day with 95%+ SLA adherence.
  • Triaged incidents using ITIL practices, prioritized P1/P2 outages, and ensured timely escalation to infra/app teams, achieving 30% faster MTTR.
  • Performed first-pass diagnostics for Windows, VPN, email, and network issues; resolved 70% at L1 to improve FCR and reduce backlog.
  • Managed end-to-end ticket lifecycle in ServiceNow/C Desk/BMC Helix/Manage Engine: categorization, assignment, status updates, and closure with detailed RCA notes.
  • Served as the primary coordinator between users, engineering, security, and vendors; ensured timely updates and clear ETAs for all stakeholders.
  • Managed high levels of call flow and responded to technical support needs.
  • Provided on-call support for critical issues related to [Software].

Help Desk Coordinator

Wipro Technologies
05.2016 - 02.2019


  • Service Request Fulfillment, Problem Management, Technical Support, Issue Escalation, Password Reset, Remote, Software Installation.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Managed high levels of call flow and responded to technical support needs.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Provided on-call support for critical issues related to [Software].
  • Used ticketing systems to manage and process support actions and requests.
  • Provided basic end-user troubleshooting and desktop support.
  • Coordinating with multiple vendors,

Education

M.Com - Finance

Vidyasagar University
12.2017

B.Com - Accounting & Finance

Calcutta University
08.2015

Higher Secondary - Accountancy

Binodini Girls High School
02.2012

Matriculation - undefined

Binodini Girls High School
02.2010

Skills

  • SLA management
  • Remote support
  • Incident management
  • Excellent communication
  • Strong work ethic
  • Customer relationship management
  • Customer service
  • Technical support
  • Team collaboration
  • Handling customer complaints
  • Multitasking and organization

Languages

Bengali
English
Hindi

Certification

  • Google Technical Support Fundamentals
  • Administration and IT Infrastructure Services
  • Google System

Timeline

Service Desk Coordinator

Kaizen IT Services Private LIMITED
12.2024 - Current

Service Desk Engineer

Lenovo India PVT Ltd
06.2023 - 08.2024

Help Desk Coordinator

Hemas Consumer Brands India PVT LTD
04.2022 - 03.2023

Help Desk Coordinator

Wipro Technologies
05.2016 - 02.2019

B.Com - Accounting & Finance

Calcutta University

Higher Secondary - Accountancy

Binodini Girls High School

Matriculation - undefined

Binodini Girls High School

M.Com - Finance

Vidyasagar University
Tanusree Das