Technology, problem-solving, and customer-focused positions that require optimizing workflows and providing significant solutions are areas that really interest me I like working with teams, learning about new trends, and constantly enhancing systems to improve user experience and spur company expansion I also have a strong interest in personal growth, fitness, and the investigation of novel concepts
Vishal Bhattacharjee
Technical Support Engineer L3
Kolkata
Summary
Highly skilled and motivated technical support professional with a proven track record of providing exceptional technical assistance to clients and resolving complex IT issues. Proficient in troubleshooting hardware and software problems, implementing effective solutions, and ensuring optimal system performance. Adept at delivering top-notch customer service, building strong client relationships, and effectively communicating technical concepts to nontechnical users. Possessing a deep understanding of various operating systems, network protocols, and IT infrastructure. Proactive team player thriving in fast-paced environments and dedicated to maintaining high-quality standards. Skilled in Agile methodologies, stakeholder management, and end-to-end product lifecycle management, with a proven track record of achieving business objectives and enhancing operational efficiency. Seeking an opportunity to leverage technical expertise and problem-solving abilities to contribute to the success of a dynamic organization.
Overview
6
6
years of professional experience
17
17
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Technical Support Engineer L3
NIELSENIQ INDIA
Pune, Maharashtra
10.2023 - Current
- Data Server & Data Maintaining
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Implemented remote support system, enabling efficient troubleshooting without need for onsite visits.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Offered assistance in implementing and developing training programs.
- Planned, designed, and scheduled phases for large projects.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Ensured projects aligned with strategic objectives, working closely with senior management to refine project goals.
- Coordinated project planning and execution with team members and team leads.
- Managed full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures were in place.
- Developed comprehensive product roadmaps, setting clear vision and direction for development team.
Customer Success Engineer
EVM Technologies
Indore, Madhya Pradesh
09.2021 - 10.2023
- Resolving IT support requests from employees
- Answering employee questions regarding computer systems
- Gathering and analyzing data to diagnose problems with computer systems
- Changing configurations, settings and permissions to fix computer issues
- Generating sign ins for new hires during the onboarding process
- Installing new software and hardware drivers and updating existing ones as needed
- Updating employees on the status of their service requests
- Logging all service requests and updating tickets as needed
IT Support Engineer
BT Group
Kolkata, West Bengal
03.2020 - 08.2021
- Responsible for handling all Technical query
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Used ticketing systems to manage and process support actions and requests.
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Delivered end-user training on new technologies, increasing adoption rates among employees.
- Created user accounts and assigned permissions.
- Helped streamline repair processes and update procedures for support action consistency.
Associate
Wipro
Kolkata, West Bengal
12.2018 - 03.2020
- Give technical hardware support to asia pasific customer
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Prioritized helping customers over completing other routine tasks in store.
- Developed strong rapport with customers and created positive impression of business.
- Listened to customer needs and desires to identify and recommend optimal products.
Education
B.Tech - CSE
Adamas Institute Of Technology
Kolkata 04.2001 - 04.2018
Skills
Technical support
Certification
Google IT Support Professional Certificate - Google.
Interests
Travelling
I encounter a variety of people, discover new cultures, and acquire new viewpoints through travel. It enables me to relax, welcome adventure, and make lifelong memories. Every trip, whether through busy metropolis or tranquil countryside, encourages me to develop and recognize the wonders of the world.
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Accomplishments
I fixed complicated technical problems as a Technical Support Engineer L3, guaranteeing 99% client satisfaction. I improved system reliability, cut resolution times by thirty percent, and used sophisticated troubleshooting procedures. My proactive approach to process enhancements and documentation greatly increased team productivity and increased client confidence in our products.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridOn-SiteImportant To Me
Work-life balanceCareer advancementWork from home optionTeam Building / Company RetreatsCompany Culture401k matchAffiliations
- Microsoft Power BI Certified
Timeline
ServiceNow Certified System Administrator – ServiceNow.
10-2023
Microsoft Office Specialist (MOS) – Microsoft Office 365 and Office 2019 - Microsoft.
10-2023
Technical Support Engineer L3
NIELSENIQ INDIA
10.2023 - Current
Google IT Support Professional Certificate - Google.
01-2023
Microsoft Certified, Azure Fundamentals (AZ-900) - Microsoft.
12-2022
Customer Success Engineer
EVM Technologies
09.2021 - 10.2023
IT Support Engineer
BT Group
03.2020 - 08.2021
Associate
Wipro
12.2018 - 03.2020
B.Tech - CSE
Adamas Institute Of Technology
04.2001 - 04.2018
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