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| Desired Position: |
Tech Support Engineer |
Job Code: |
WDN-2-16908 |
| Reply to Email: |
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Website: |
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| Preferred Location: |
anywhere |
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| Posted on: |
2008-01-21 |
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| Qualifications: |
#37,1st Cross
M S Ramaiah Layout,8th Mile
Nagasandra p.o
Bangalore 560073
Email: shibajidutta@gmail.com
PH: 09986034870
SHIBAJI DUTTA
Objective:
To deliver results beyond what is assigned to me, help the organization grow and personally grow up the career ladder.
Work Experience:
December2008 – Till date
Technical Support Engineer for Webex Communications India Pvt. Ltd.
Instrumental in providing Tech Support.
Job Profile:
a) Handling voice calls.
b) Maintained C-Sat on a good scale.
c) Successfully adhered to required Parameters as mentioned by the company and sticking to schedule as par the norms of the company, besides Maintaining Best in Class resolutions.
d)Callbacks when required to provide support to customers.
January 2005 – October 2007
Product Specialist for CLI3L E- Services
Instrumental in providing Second–Level Support.
Job Profile:
a) Handle Escalations from customers or clients as and when required.
b) Manage the team to meet the campaign metrics.
c) Quality Monitoring & Feedback.
d) Train associates on the floor depending on various training requirements.
e) Attend Client Calibrations and other Internal Calibrations sessions.
f) Hot-Sheet Correctives.
g) Attending Tech Talks with the Client.
h) Conducting Team Briefings.
i) Presently training the associates on basic wireless networking for the newly launched wireless products.
Initiatives:
a) Handling Weekly POLs for the team to enhance tech ability.
b) Callback Dissatisfied customers on a daily basis thereby making sure that customer’s issue is resolved and customer is satisfied.
c) Initiated Specific training needs for every Transition-bay associates while handling T-bay to improve technical proficiency and CSAT.
d) Have handled a team of more than 20 people in transition bay.
Achievements:
a) Adjudged Best Product Specialist for consecutive 3 months.
b) Was Product Specialist for the Specialty Queue
where interaction needs to be done with the Product Engineering Team Lexmark.
c) Visited the Lexmark Headquarters (USA) for new wireless product Training.
January 2004- December 2004
Technical Support Executive for CLI3L E- Services
Instrumental in providing First –Level Support.
Job Profile:
c) Has handled voice calls with a competitive low AHT.
d) Maintained C-Sat on a good scale.
c) Successfully adhered to required Parameters as mentioned by the Client and sticking to schedule as par the norms of the company, besides Maintaining Best in Class resolutions.
d) Have handled supervisor escalations, mentored the floor and did call backs to customers as par the norms of the Client Logic Escalation Queue.
Initiatives:
a) Have helped team mates to learn Siebel (New Database)
b) During Siebel downtown initially took charge and handled a team to
log calls in Siebel from manual call tracker.
October 2003 –December 2003
Customer Support Representative (outbound) for Micro Bytes
Instrumental in providing Outbound Sales.
July 2003 - September 2003
Senior Sales Executive for Space Mount Inc
Technical Qualification:
Diploma in E & C from Acharya Polytechnic under the Board of Technical Education, Karnataka.
Technical Skills:
1: Basic Knowledge in Wireless Networking.
2: Creating Ad-hoc/Infrastructure Networks for SOHO customers.
3: Basic Knowledge about WEP/WPA/WPA2 Securities.
Educational Qualification:
Passed I.C.S.E in the year 1996 from St.Thomas High School, Dasnagar,
West Bengal.
Personal Details:
Name : Shibaji Dutta
Fathers Name : Baidyanath Dutta
Date of Birth : 25 June 1980
Languages Known : English, Hindi, and Bengali & a bit of Kannada.
Interests : Listening to Music, Reading books
Hobbies : Collecting Paper clippings.
Date: Shibaji Dutta
Place: Bangalore |
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