Biman Mondal

Driven and detail-oriented technical support professional with comprehensive experience in enterprise IT support, remote hardware/software diagnostics, and SLA-driven case resolution. Proven track record of exceeding customer satisfaction benchmarks and optimizing support operations across global IT leaders like Dell Technologies and Wipro. Adept at cross-functional escalation management, client onboarding, and technical mentoring.

Technical Support Engineer at Dell Technologies (2021-12 – 2026-08)

• Handled 10+ support tickets per shift while maintaining SLA compliance and timely end-user support.
• Diagnosed enterprise hardware and software issues using CRM tools, remote desktop applications, and structured troubleshooting.
• Managed multi-tier incident tickets, routing cases to the right support team and keeping queue flow organized.
• Documented customer interactions in ticketing systems to support service improvement and performance tracking.
• Collaborated across technical teams as the SME for critical case resolutions and stakeholder communication.
• Built knowledge base documentation and root-cause notes to strengthen troubleshooting guidance for future cases.

Technical Support Executive at Wipro (2018-11 – 2021-12)

• Resolved 10+ tickets per shift through ticket triage, remote troubleshooting, and multi-channel support.
• Managed inbound and outbound incident queues for consumer electronics, applying remote diagnostics to restore service quickly.
• Assessed client technical needs and recommended support packages, strengthening customer satisfaction and first-contact resolution.
• Facilitated training for newly hired support engineers on ticketing workflows, SLA compliance, and remote access protocols.
• Documented recurring fixes in the knowledge base and applied root cause analysis to improve repeat issue handling.
• Coordinated queue management and stakeholder communication to keep service handoffs clear across support channels.

Master of Business Administration in Information Technology & System Management – Narsee Monjee Institute of Management Studies (NMIMS) (2021 – 2023)