Summary
Overview
Work History
Education
Skills
Personal Information
Accomplishments
Languages
Timeline
Generic

Tulika Chatterjee Bhowmick

Bengaluru

Summary

Escalation Engineer with expertise in technology analysis and operational procedure evaluation. Collaborates with clients and teams to deliver actionable recommendations that enhance processes and stakeholder engagement. Proven track record in strategic planning, negotiation, and relationship management, driving productivity and efficiency. Strong communicator and leader, adept at problem-solving to achieve organizational objectives.

Overview

9
9
years of professional experience

Work History

Partner Technical Advisor

Microsoft Internal
BENGALURU
06.2024 - Current
  • Assessed technical and professional capabilities of support staff to identify training needs.
  • Developed targeted training plans to address identified skill gaps among support personnel.
  • Performed case reviews to ensure compliance with established processes.
  • Mentored engineers on effective cross-team collaboration and quality standards for case handling.
  • Contributed to customer self-help initiatives to enhance support efficiency and deflect volume.
  • Analyzed trends in case types and volumes, providing feedback for product and process improvements.
  • Collaborated with stakeholder teams to implement process improvement recommendations based on analysis.

Sr. Escalation Engineer

Concentrix
Gurugram
12.2019 - 04.2024
  • Licensing of Windows using volume license (KMS,
    ADBA, AVMA, MAK) and M365 channels
  • Bitlocker Administration
  • Windows Client & Server administration
  • Windows Servicing
  • Install and configure different roles on Windows
    Server like IIS, AD DS, File Server, DNS, DHCP, etc
  • Manage group policies and configurations
  • Providing technical and administrative support to
    Support Engineers, SMEs and Escalation Engineers
  • Windows Update & Upgrade management
  • Assist and handle complex issues that are being escalated and require in-depth knowledge and for RCA
  • Generated reports to track performance and analyze trends
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
  • Collaborated with vendors to resolve escalated issues

Network Enginner

Accenture
Bangalore
04.2018 - 02.2019
  • Provided complete end-to-end engineering and installation of high bandwidth circuits for global network.
  • Design multiplexes and circuit route within different regions across the globe.
  • Had to communicate with under sea cable team and satellite team to complete the circuit.
  • Working on designing complex circuit across the globe.
  • Collaborated with vendors to identify best options for optimizing network performance.
  • Integrated fixed wired connectivity into facilities requiring high-speed networks.

Quality Specialist

Concentrix Daksh Services India Pvt. Ltd.
Bangalore
04.2016 - 04.2018
  • Providing technical support to commercial and consumer base customers
  • Taking ownership of customer issues reported and seeing problems through to resolution
  • Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Research and identify solutions to software and hardware issues
  • Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams
  • Prioritize and manage several open issues at one time

Education

MCA -

BIT Mesra
Ranchi, Jharkhand

Skills

  • Windows client and server administration
  • Windows servicing
  • Active directory management
  • Networking and storage solutions
  • Hyper-V virtualization
  • Team collaboration and motivation
  • Analytical and critical thinking
  • Flexibility and adaptability
  • Communication excellence
  • Multitasking proficiency
  • Problem-solving skills

Personal Information

Title: Sr. Escalation Engineer

Accomplishments

  • Awarded with GEM (Going Extra Mile) for consecutive performance over months
  • Highest CSAT Achiever for several months
  • Received Badges for Ops Rockstar, Ops Champion and Client Acer for top performance and stack ranking

Languages

English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Bengali
Native
Native

Timeline

Partner Technical Advisor

Microsoft Internal
06.2024 - Current

Sr. Escalation Engineer

Concentrix
12.2019 - 04.2024

Network Enginner

Accenture
04.2018 - 02.2019

Quality Specialist

Concentrix Daksh Services India Pvt. Ltd.
04.2016 - 04.2018

MCA -

BIT Mesra

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Tulika Chatterjee Bhowmick