Padmanava Dhar

Experienced Technical Support Engineer with 7 years of experience in IT Industry. Excellent reputation for resolving problems and improving customer satisfaction and ready to undertake management of challenging technical environments. Hardworking and passionate learner with strong organizational skills eager to secure and help team achieve company goals. Current designation – Business Analyst

Technical Support Engineer / Application Analyst - Wipro Technologies - Bangalore

(2019-05)

Working as an Application Analyst in the IT services.

• Analyzed issues to identify troubleshooting methods needed for quick remediation. Defect fix delivery to development team providing solutions responsible for quick, small change and effective resolution
• Served as primary point of contact for support relating to owned solutions and products.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Performed root cause analysis of reported issues to enact corrections, resulting in a 30% reduction in system errors and improving application performance by 25%.
• Worked directly with clients in DEVOPS model for better hand in hand work experience involved in managing user logged application error incident, defects/bugs fixing it over in a dedicated SLA.
• Led a cross-functional team in improving customer satisfaction, resulting in a 50% increase in positive feedback and a 20% reduction in complaints

Bachelor of Technology - Computer Science - University of Engineering and Management, Kolkata (2015-05 - 2019-06)