Tasmiya Islam
Ranchi
Summary
Senior Technical Support Engineer with 4+ years of experience in enterprise hardware and technical support. Currently working with Dell Technologies, handling advanced troubleshooting, incident resolution, and customer support for global clients. Strong experience in hardware diagnostics, ticketing tools, SLA management, and customer communication. Seeking growth opportunities in technical support, infrastructure, or enterprise IT roles.
Overview
7
7
years of professional experience
Work History
Senior technician engineer support
DELL Technologies limited
Gurgaon
04.2022 - Current
• Provide L2/L3 hardware and technical support for enterprise and commercial Dell systems.
- Diagnose and resolve issues related to desktops, laptops, servers, peripherals, and hardware components
• Handle complex technical incidents while ensuring SLA and quality compliance
• Coordinate with internal teams and field engineers for issue resolution
• Document troubleshooting steps and resolutions using ticketing tools
• Maintain high customer satisfaction through clear communication and timely resolution
- Mentored junior technicians on best practices and troubleshooting techniques.
- Fixed problems with parts, equipment and full systems
Technical Support Executive
Concentrix
09.2020 - 01.2022
- Delivered technical support for hardware and software-related issues
- Assisted customers with troubleshooting system errors and performance issues
- Logged, tracked, and resolved tickets using CRM/ticketing tools
- Followed escalation procedures for unresolved technical issues
- Maintained quality metrics and customer satisfaction scores
Representative Operation
Concentrix
01.2019 - 08.2019
• Provided first-level technical assistance to customers
• Handled inbound queries related to device setup and basic troubleshooting
• Ensured adherence to support processes and service standards
• Developed strong communication and problem-solving skills
Education
MBA - Human Resources Management And Marketing
institute of Management Studies
Ranchi08-2022
BBA - HR And Marketing Domain
Marwari College Ranchi
Ranchi08-2019
Intermediate - Commerce With Economic
Marwari College Ranchi
Ranchi05-2014
Matriculation - Science With Economic
Bishop Westcott Girl's School Doranda Ranchi
Ranchi04-2014
Skills
Hardware Troubleshooting & Diagnostics
Desktop & Laptop Support
Incident & Ticket Management
SLA & Quality Compliance
Technical Documentation
Customer Communication
Personal Information
- Date of Birth: 10/15/97
- Nationality: Indian
- Marital Status: Single
Hobbies and Interests
- Photography
- Travelling
- Exploring
- Swimming
- Workout
Languages
- English
- Hindi
- Urdu
Achievements And Awards
- Dainik Jagran Youth Parliament, Deputy Speaker, 2017-18
- GYV Literary Fest, Judge, 2018
- Cultural Youth Fest XPRESSION, 2016, 2017, Core Team Organizer
- Jharkhand Rai University BIZ SPREE 16, 3rd
- Marwari College Ranchi XPRESSION 16, JAM, 2nd, ELOCUTION, 2nd
- Marwari College Ranchi XPRESSION 17, JAM, 3rd, DEBATE, 2nd
Timeline
Senior technician engineer support
DELL Technologies limited
04.2022 - Current
Technical Support Executive
Concentrix
09.2020 - 01.2022
Representative Operation
Concentrix
01.2019 - 08.2019
MBA - Human Resources Management And Marketing
institute of Management Studies
BBA - HR And Marketing Domain
Marwari College Ranchi
Intermediate - Commerce With Economic
Marwari College Ranchi
Matriculation - Science With Economic
Bishop Westcott Girl's School Doranda Ranchi