Headline

Technical Sales | IT Support Specialist | 5+ Years in Tech Support & Customer Success | Expert in Troubleshooting, Incident Management & Data-Driven Insights | Ex-ConnectWise | Salesforce | ServiceNow | SQL | SAP ISU

About

👋 Hey there! I’m Koushik – your go-to problem-solver when systems crash, dashboards disappear, or support queues stretch longer than a Monday morning. With 5+ years of experience as an IT Support Specialist, I’ve been in the trenches of tech troubleshooting whether it’s untangling system glitches, calming down a frustrated user, or turning chaotic workflows into smooth sailing processes. My toolkit includes Salesforce, ServiceNow, SAP ISU, SQL, and a good sense of humor (trust me, it helps during incident escalations). At ConnectWise, I handled 200+ support tickets monthly while keeping a 91% CSAT score and yes, I still had time to build 20+ BrightGauge dashboards that made data easier to digest than your morning chai. At TCS, I automated billing validations and reduced manual errors by 15%, making finance teams very happy (and slightly suspicious of how efficient it got). 🔍 What gets me going? Solving tricky tech issues, mentoring teammates, and finding new ways to do things better, faster, and smarter. 🔧 Core Competencies: Technical Support | SLA Management | Escalation Handling | SQL | SAP ISU | Salesforce | Zendesk | BrightGauge | Workflow Automation | System Diagnostics | Training & Onboarding If you’re looking for someone who can troubleshoot like a pro, train like a mentor, and transform your support ops with a smile—let’s connect! 😊

Location

Bengaluru

Work experience

Technical Support Engineer at ConnectWise, Jun 2022 - Apr 2024 · 1 yr 11 mos, Mumbai, Maharashtra, India, - Designed and maintained 20+ real-time dashboards using BrightGauge, improving data visualization and decision-making for internal stakeholders. - Addressed 200+ customer tickets monthly, maintaining a 91% CSAT score and consistently meeting SLA targets. - Reduced recurring technical issues by 30% through root cause analysis and implementation of system-level fixes. - Decreased Tier-2 escalations by 43% by resolving complex hardware/software issues at Tier-1 level. - Trained and mentored 5+ new team members, accelerating onboarding and improving support quality.

Senior Process Associate at Tata Consultancy Services, Feb 2020 - Feb 2022 · 2 yrs 1 mo, Kolkata, West Bengal, - Reduced process errors by 20% Using root cause analysis techniques and process reengineering for utility billing systems. - Managed and Sorted out 100+ client escalations, enhancing overall service reliability and trust. - Automated validation workflows for meter readings and billing, improving billing accuracy by 15%. - Created performance reports tracking issue trends, enabling a 25% improvement in preventive measures. - Conducted 10+ onboarding sessions, increasing new hire productivity by 30%.

Transaction Analyst at Accenture, Jan 2018 - Feb 2020 · 2 yrs 2 mos, Mumbai, - Improved response times by 25% by optimizing system issue diagnosis and resolution workflows. - Processed and validated provider details with 98% accuracy, minimizing discrepancies. - Delivered daily performance tracking reports, identifying inefficiencies and enabling targeted interventions.

Customer Service Associate at IDBI Intech, Jul 2018 - Oct 2018 · 4 mos, cbd Belapur, - Custom service Associate Processed an average of 60 daily customer banking inquiries and account maintenance requests, maintaining a 99.5% accuracy rate exceeding department standards, and improving customer satisfaction scores. - Executed rapid resolution strategies on customer issues, achieving a 40% backlog reduction and elevating service quality.

Education

Bca, Computer Science, institute of engineering and management