Shibam Banerjee

• Supporting team of 15 members, helping them in troubleshooting hardware and software issues on different dell desktops, notebooks and tablets (both consumer and commercial segment).
• Utilize Active Directory and Windows Powershell for maintenance of domain user account information and group memberships to properly maintain sensitive data.
• 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.
• Installed and configured operating systems and applications.

Enhanced customer satisfaction by resolving complex technical issues efficiently and effectively.
Troubleshooting hardware and software issues on different HP desktops, notebooks and printers
Continuously updated personal expertise in technology trends and software updates to provide accurate solutions to clients'' inquiries.
Streamlined ticket resolution process for improved response times and overall customer experience.
Managed escalated cases with priority attention, ensuring prompt resolution while maintaining positive relationships with high-value clients.
Mentored junior technical support representatives, enhancing their problem-solving skills and boosting team performance.