Soumya Chatterjee is seeking a position in technical support. He has over 5 years of experience providing first line support via phone and remote tools. He is proficient in ITSM tools like BMC Remedy and Snow, and has expertise in customer service, root cause analysis, SQL, and supporting LAN/WAN technologies.

1. Soumya Chatterjee
E-mail:
sc.chatterjee10@gmail.com
Ph: +91-8148858740
+91-9176662916
Present Address:
103/1 Vanniyar Street
Choolaimedu,Chennai
Pin code: 600094
Permanent Address:
Vill & PO- Khirpai,
Dist- Paschim Medinipore,
West Bengal
Pin Code : 721232
Personal Data:
Date Of Birth :03/07/1989
Sex : Male
Nationality : Indian
Marital Status : Single
Languages : English,
Hindi, Bengali
AREAS OF EXPERTISE
Customer Service
Root-cause analysis
LAN/WAN technologies
Technical support
Addressing customer issues
Customer satisfaction
SQL
PROFESSIONAL
ITSM BMC Remedy (IT
Services Management tool)
SNOW tool (IT Services
Management tool).
Strucktured Query Language.
PERSONAL SKILLS:
Implement best practices
Professional telephone
manner
Analyze problems
CURRICULUM VITAE
Personal Summary:
A highly competent and enthusiastic 1st line support specialist with experience of
providing advice and practical assistance to system users via the IT service desk
telephone system and remote support software tools. Highly focused with a
comprehensive understanding of dealing with 1st line support calls and an in depth
knowledge of ITIL processes. Boasting a consistent & proven track record of
successfully employing best business practices that improve efficiency, reduce
operating costs whilst increasing performance.
Now looking for a suitable position with an ambitious & exciting company.
Career Objective:
To utilize my Technical experience, skills and knowledge in the field Technical
support in a position offering growth and development and to contribute to the
success of an organization.
Work Experience:
Presently working as a senior associate customer support from Oct 8th 2012 to till
date. (Botree Software International Pvt. Ltd. Chennai).
Providing advice, support and practical assistance to system users via the IT service
desk telephone system and remote support software tools. Logging and processing
support issues via telephone or email whilst ensuring a high level of customer
service
Duties:
Providing 1st line technical support, answering support queries via phone & email.
Remote administration and management of customer premises equipment.
To log & priorities system & user support calls for the second line support
team. Carrying out user administration and set up.
Recording and auctioning faults as reported on: PC’s, servers, laptops and mobile.
Determining the nature of faults and the steps required to rectify it.
Creating and maintaining email profiles for users.
Closing the job when normal service is resumed.
Writing progress and statistical reports for supervisors and managers.
Using remote control software tools to provide fault resolution and diagnosis.
Creating and administrating Microsoft Exchange email accounts.
Document and maintain Help Desk policies and procedures.
The update and maintenance of the IT service desk authorized user’s
database. Train and supervise other support engineering staff.
Track, monitor and report on all Help Desk incidents within defined customer
service levels.
Key Skills and Competencies:
A good working knowledge of all levels of helpdesk support. Excellent telephone
manner and customer service skills.
Able to diplomatically manage customer's expectation.
Experience of setting up and maintaining hardware and software systems. Ability to
work night shifts and weekends - occasional overtime / overnight. Having the ability
to listen to, understand and defuse difficult situations. Experience of working with
BMC Remedy tool and ITSM (Snow Tool) systems & multi-line help desk systems.
Knowledge of all Microsoft office applications and operating systems.

2. Professional Summary:
Install software products, applications, database systems, networking and other related applications at customers'
sites.
Call analysis and troubleshooting providing resolution (FTR: First Time Resolution) Information gathering and
Call assignments to L3 / Vendor using standard procedures achiving 100% SLA.
Providing status of tickets assigned to L3/Vendor to the customers.
Good knowledge in SCM domain and ERP fundamentals.
Good Knowledge in Incident Management and Problem Management Tools.
Good interpersonal skills, customer relation, committed, result oriented hard working with a quest and zeal to
learn new technologies.
Well versed with SQL (Constraints, Joins, Sub query, etc.) and Troubleshooting.
Remote PC repair or Remote Computer Repair is a method for troubleshooting software related problems via
remote desktop.
Academic Qualification:
• Masters (MCA) from Vishveshwarya Institute of Engineering & Technology affiliated to Gautam Buddh
Technical University, Lucknow in acquiring 65.70% in 2012.
• Graduation (BCA) from Burdwan University in acquiring 56.03% in 2009.
• Intermediate (Higher Secondary) From to W.B.C.H.S.E in acquiring 65.8% in 2006.
• High school (Madhyamik) From to W.B.B.S.E in acquiring 61% in 2004.
Projects:
Project Title- PARLE Client- ParleG
• Parle application has two parts namely SEHYOG and Console. Sehyog is used by the distributers to
update their daily sales transactions and console is used by the backend team.
Project Title- ACUMEN Client- Microsoft
• Acumen has three parts namely Partner Acumen (PA), Central Acumen (CA) and My Acumen (MA). PA
is used by Microsoft Distributors to update their daily sales tranactions. MA is used by Sales Manager for
generating the Sales Report from his respective List of Distributors. And CA is a common tool which is
used by business users and backend team.
Project Title- GCPL Client- Godrej
GCPL has two parts namely G1 and another one is Console. G1 is used by Distributors to update their daily
sales tranactions. And console is used by backend team.
Expertise:
• Taking the issues through phone or Email.
• Logging the incidents of reported issues from users.
• Providing the quick level solution to the users.
• Escaleted the issues to the concerned team.
• Preparing the necessary reports and shared to the clients or concerned person.
Declaration:
I hereby declare that all the details furnished above are true to the best of my knowledge.
Date:

3. Place: Chennai (Soumya Chatterjee)