Support Specialist Technical

Arojit Pronoy

New York, NY 917-***-**** ******.******@********.****.***

PROFILE

A motivated aviation management graduate with diverse experience in customer-facing communications and leadership roles. Fluent in English, Bengali and Hindi which can be applied in international airport environment.

KEY COMPETENCIES

Airport Operations Microsoft Office Marketing Management Federal Aviation Regulations Business Relationship ManagementPhotography FEMA Certifications Aviation Management and Planning Experienced customer Professional Audit Analysis and reports Hazardous Items Knowledge Aviation Ethics Technical (IT) Skills PC Technician Computer Software EXPERIENCE

Dnata

UPS Ground Service Agent April 2025 - Present

• Directed inbound and outbound aircraft safely to and from gates using standard marshalling procedures.

• Operated ground support equipment, including tow tractors, belt loaders, and container loaders.

• Maintained ramp safety and security by strictly following all safety policies and procedures.

• Communicated effectively with ground crew and flight personnel to ensure coordinated operations.

• Collaborated with cross-functional teams to support on-time flight departures and arrivals.

• Performed physically demanding tasks, including lifting, bending, and standing for extended periods.

• Loaded, unloaded, pushed, and pulled baggage and cargo weighed up to 70 lbs. on a regular basis.

JFK New Terminal One, Queens New York

Passenger Intercept Surveys October 2023 – December 2023

• Conducted over 475 intercept surveys for arriving and departing passengers as part of a three- person team.

• Approached and engaged with diverse travelers to gather in depth feedback on customer experience.

• Accurately recorded and managed surveys responses with company app in real time, adhering to strict data integrity standards.

• Provided first-hand, contextual feedback to help clients understand customer sentiments and preferences at JFK airport.

• Supported the development of data-driven strategies aimed at improving overall customer experience.

Customer Experience Monitor October 2023 – Present

• Conducted weekly comprehensive audits using GoAudits software across JFK Airport Terminals 1 and 8 to identify potential hazards and ensure compliance with regulatory standards and customer service protocols.

• Prepared weekly reports and coordinated in real-time with supervisor during site visits.

• Supported the development of data-driven strategies aimed at improving overall customer experience.

EDUCATION

Bachelor of Science, Business and Economics

Major: Aviation Management Awarded May 2023

Dean’s List, York College – Spring 2022, Fall 2022 CUNY York College, Jamaica, NY

ADDITIONAL SKILLS

• Proficient in PC assembly, maintenance, and troubleshooting

• Strong Knowledge of hardware and software systems

• Proficient in Microsoft Office Suite and Adobe photoshop VOLUNTEER EXPERIENCE/AFFILIATIONS

Aviation Club, York College April 2023 – Present

• Enhanced leadership abilities by coordinating the planning and execution of special events and campus tours.

• Engaged in member outreach to promote upcoming events and encourage participation, strengthening communication and organizational skills FEMA CERTIFICATIONS

Incident Command System – IS-00100.c

Incident Command System – IS-00200.c

Leadership and Influence – IS-00240.c

Emergency Planning – IS-00235.c

An Introduction to the National Incident Management Systems An Introduction-National Response Framework

Guard License

• 8 – Hour Security Guard Training Course

• 16-Hour Security Guard Training Course

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