Aditi Mukherjee adg6su@r.postjobfree.com +1-908-***-**** NJ-08844

Executive Summary:

** ***** ** ****** ************ management, Administration and IT/Technical Support Analyst.

Experience in addressing complex business problems involving process, people, and technology through consulting engagements.

Experience in structuring and handling large Innovation programs focused on delivering value.

Prior Experience:

Currently Working: Logistics Support Coordinator in VIP Cargo Services. (July2020) NJ,

Worked as Technical/IT Support Executive in Solix Technology USA (Jan 2020-June 2020)

1 year (2016 Feb-2017 March) as Inventory Call Center Support at Appen from Amsterdam:

4 years (2010 July-2014 Oct) at Interactive E Trading Avenues India: working closely with client “Dell International” IT Support Team.

2 years (2008 Jan-2010 Feb) at Mach Tele data System, a global telecommunication company: International Roaming Support- Mobile Tech Support

2 years (2005 Feb-2007 Nov) at Oracle Corporation, one of the largest database management company in the world: Desktop Support Analyst.

1 year (2004 March-2004 Nov) at Reliance Infotech Limited a multinational conglomerate company in India: As a GSMA Technical Support Executive.

6 months (2002 April-Oct) at Arena Animation is the Animation & Multimedia Education Arm of Aptech Ltd in India: Working as Audio Visual Production Specialist-install, monitor and maintain sound and video equipment, including speakers, microphones, video monitors and projection screens.

Educational Qualifications // Trainings and Certifications:

Postgraduate in Telecommunication from Sikkim Mani pal University (India) 2004.

Graduate in Arts from Calcutta University (India), 2001.

Diploma in Microsoft Office Specialist certifications course from NIIT (India) 2002.

Diploma in Multimedia and Web design from Arena Multimedia (India) 2000.

Technical Skills: Key Areas of Expertise:

MS Excel Enterprise Communication Solutions.

MS Power Point Organization & analytical skills

MS Outlook Quality Management System

E-business Suite Invoice details / Budget planning

HTML Business Process Outsourcing

Web Based Tool Ticketing & order management

Windows Server/ Office 365 Troubleshooting/ Service Delivery

CRM tools 3 Pl logistics / procurement system

Industry Expertise:

TELECOMMUNICATION.

LOGISTICS AND SUPPLY CHAIN OPERATIONS.

IT SERVICES ALONG WITH OFFICE ADMINISTRATION.

ENTERPRISE COMMUNICATION.

Customer Support Analyst: VIP Cargo Services, NJ-USA

Answer Phones: answer incoming phone calls and provide support to callers experiencing computer problems of all kinds

Troubleshoot: use information from customers to diagnose tech issues and walk customers through the steps needed to fix various problems.

Submit Service Requests: If customer tech problems cannot be handled over the phone, schedule a repair crew (with the permission of manager) to fix problems on-site.

Maintain Database: check for customer problems and fixes in the solutions database and add new information to the database when and if new problems and fixes arise.

Log Calls: keep logs of all calls answered and addressed, including dates and times.

Respond to Help Requests: respond to emails and online chat requests for technical support.

Technical Support Executive in Solix Technology Inc /NJ-USA

Provide technical assistance with computer software, networks, printers and scanners and updates as needed

Monitoring and maintaining computer systems and networks

Resolve issues for staff via phone, in person, or electronically

Responding in a timely manner to service issues and requests

Log bugs and enhancement requests: Setting up accounts for new users

Create and maintain tips and tricks solutions for online database and web site

Provide introductory on-line & classroom training for company products

Resolve technical issues in a timely manner using available resources within the company

Inventory Customer Support: Appen in Amsterdam-Netherlands

Resolve customer complaints via phone, email, mail, or social media.

Use telephones to reach out to customers and verify account information.

Greet customers warmly and ascertain problem or reason for calling.

Cancel or upgrade accounts.

Assist with placement of orders, refunds, or exchanges.

Advise on company information.

Take payment information and other pertinent information such as addresses and phone numbers. Place or cancel orders.

Answer questions about warranties or terms of sale.

Act as the company gatekeeper. Suggest solutions when a product malfunctions

Handle product recalls. Attempt to persuade customer to reconsider cancellation.

Inform customer of deals and promotions.

Sell products and services. Utilize computer technology to handle high call volumes.

IT/ Technical Support Team: Client Dell International / Bangalore India

Handling customer technical support cases through phone and email submission

Updating the company website with tech tips and brief documents

Evaluating system potential through assessing compatibility of new programs with existing programs.

Improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations

Maintaining system functionality by testing computer components

Achieving computer stem objectives through collecting relevant data, identifying and evaluating options and suggesting a course of action

Maintain client confidence by keeping their information confidential

Preparing reference material for users by drafting operation instructions

International Mobile Billing Support: Mach Tele data System: Bangalore India

Receiving and sorting incoming payments with attention to credibility

Managing the status of accounts and balances and identifying inconsistencies

Issuing bills, receipts and invoices

Assume the responsibility of receiving and sorting incoming payments with attention to credibility

Manage the status of accounts and balances and identify inconsistencies

Check the validity of debit accounts

Update accounts receivable database with new accounts or missed payments

Ensure all clients remain informed on their outstanding debts and deadlines

Provide solutions to any relative problems of clients

Write thorough reports on billing activity with clear and reliable data

Global Shared Services Team: Desktop Support Representative: Oracle India

Keep systems up to date through operating systems upgrades

Monitor networking equipment and servers

Assist with the design, implementation, and ongoing support of new software and features

Monitor web performance, network availability, and security

Oversee troubleshooting for system errors

Provide helpdesk support for network issues

Provide technical support either by phone, remote access or site visits as needed

Respond to IT issues; hardware maintenance, software, networking, etc.

Evaluate connectivity issues, equipment, and software

Modify configurations, utilities, software, etc.

Set up equipment for new users

Install, test, and monitor servers, firewalls, and new software

Perform data backups

Install and update network system improvements as needed

Assist with Servers, LAN/WAN technologies, computer repair/troubleshooting software, networks, virus protection, Wi-Fi technology, and more

GSMA Mobile Technical Support Executive: Reliance Mumbai India

Working in role supporting Tech support systems and processes.

Familiarity with telephony technologies.

Ask questions to determine nature of problem.

Respond to email messages or over the phone for customers seeking help.

Follow up with customers to ensure issue has been resolved.

Capturing and applying customer feedback.

Apply critical thinking and problem-solving skills to customer problems.

Handling office tasks, such as filing, record keeping & billing, generating reports and presentations, setting up for meetings (Audio Visual), and reordering supplies.

Bilingual:

1)English (read, write and speak)

2)Bengali (mother tongue: read, write and speak)

3)Hindi (neighborhood language: read, write and speak)

Aditi Mukherjee October 2020

Contact this candidate