Pratik Giri

Experience

• 

  Convergys

  Jan 2018 - Oct 2018

  Technical Support Associate

  Handled inbound calls of consumers regarding Laptop hardware and Software related issues such as Microsoft Office 2016, McAfee Antivirus, Internet Connectivity, Dell Shipped Applications, Windows Operating System Installation and troubleshooting. Achieved organizational certifications as a " Wow Caller" and Best support of Operating System related issues.

• 

  WNS

  Dec 2018 - Feb 2020

  Technical Associate

  Handled Call and Email queries of UK customers regarding their Online Water Accounts. Following up onshore clients and performing various technical tasks to resolve issues via Online Ticket Solving tool. Won Rewards and Recognition as a Best caller of the month for 5 months in a row.

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  Concentrix

  May 2021 - now

  • Resolving queries related to Windows Servers Active Directory and Networking technologies • Troubleshooting Server Roles such as DNS, DHCP, TCP/IP, VPN, SMB, Wireless, Nps, Nested virtualization, RPC failures etc. • Analysing network traces, SDP logs, ETL/ Wireshark traces. • Working on collaboration tasks with other teams seeking help on networking part. • Giving triages on various topics and currently preparing for Subject Matter Expert role on Microsoft’s RADIUS server for Wireless Communication. • Handling escalation calls, supporting team mates, Monitoring reported issues/bugs. • Achieving customer satisfaction to meet customer goals Show less

  • Subject Matter Expert

    Oct 2022 - now

  • Senior Technical Advisor

    May 2021 - now