Md Ehtesham

Md Ehtesham Kolkata, India -- Technical Support Executive | Real-time and Email Support || Exploring Data-Driven Solutions | Problem Solver | Ex-Wiproite @Wipro, Ex-Concentrix EXPERIENCES Teleperformance, Jaipur— Technical Support Executive Aug 2024 - April 2025 ●​ Utilized AI tools with CRM to enhance support accuracy and deliver an improved user experience. ●​ ●​ MS Excel (Basic to Advanced) ●​ Data Analysis (Beginner level) ●​ Reporting & Visualization Basics ●​ Basic IT Systems & Support Knowledge ●​ ●​ Solution-Oriented Mindset ●​ Coordination ●​ English Communication ●​ Curiosity to Learn and Documented technical workflows and shared insights to enhance Improve Processes ●​ Zoom, Microsoft Teams (for remote collaboration) ●​ Senior Advisor Chat Support July 2023 - March 2024 Curiosity to Learn and Improve Processes Assisted users through chat and voice support, providing timely and effective solutions. Conducted outbound calls through Avaya and Exotel to customers who preferred phone support, maintaining a high level of professionalism and customer service. ●​ Team Collaboration & interactions. Concentrix, Kolkata— August 2021-March 2024 ●​ Process Understanding & Maintained excellent written communication for chat and email user satisfaction and team efficiency. ●​ Analytical Thinking & Problem Solving Assisted users with resolving technical issues, including software crashes, installation errors, and performance optimization. ●​ ●​ Provided end-user technical support for OS installation, activation, and troubleshooting via Microsoft Dynamics CRM. ●​ SKILLS Awards and Recognition Received Star Performance Award in 2022 for outstanding performance. Collaborated with stakeholders, addressing escalated issues and facilitating resolutions via mail. Advisor Chat Support August 2021 - June 2023 ●​ Provided support to both India and UAE customers, offering assistance Extra Curricular Activity ●​ Completed Basic and Advanced Excel Formulas course from Udemy. ●​ Completed Data Analysis Course from Cisco with inquiries and troubleshooting. ●​ Managed escalation, de-escalating situations and finding suitable resolutions. ●​ Utilized both chat and voice support channels to ensure customer needs were met efficiently. ●​ Collaborated with stakeholders to address complex issues and improve customer satisfaction. LANGUAGES ●​ English ●​ Hindi ●​ Wipro Limited, Kolkata— Associate Voice Support Urdu HOBBIES May 2020 - June 2021 ●​ Here I used to assist the customers through Genesys via in-bound voice ●​ Reading support with their technical queries for desktop, laptop, printer, ●​ Socializing workstation. ●​ Collaborated with stakeholders to address complex issues and improve customer satisfaction. EDUCATIONS University of Calcutta , Kolkata— Bachelors of Arts May 2015 - April 2018 Md Jan Higher Secondary School, Kolkata— Intermediate May 2013 - April 2015