Pragnya Parimita Bag

Mobile: + 91 7093619167
E-Mail: pragnyabag99@gmail.com

Objective

I have had the privilege of working with major MNC’s in Customer Service / Technical Support, and
looking forward for a good opportunity to utilize my experience and learning’s to pave way for my long
term career.

Skills Summary

 Excellent communicator, capable of explaining complex technical issues quickly and easily,
ensuring timely resolution of problems.
 Ticketing tools like Service Now and ITSM.
 Managing Social Media Presence in terms of updates, posts, Events and turning those
Events into Online Artifact with reviews.
 Understand digital marketing concepts and importance of conceptualization for success of
any campaign.

From March 2016 till Nov 2018: IBM India Pvt Ltd IT Analyst

 Create, update, and maintained help desk ticketing system reached us through calls, emails and
Self Service -using Service Now
 Coordinate with network engineers on Citrix server upgrades, maintenance and outages.
 Managed and created user accounts, Distribution Lists with Active Directory.
 Troubleshot wireless networks.
 Proven crisis management skills and ability to handle critical customer issues/problems.
 Ability to solve problems and deliver known solutions with a high level of customer satisfaction.
 Works on problems of moderate to wide scope and moderate to high complexity where analysis
of situations or data requires a review of identifiable factors.
 Successful at exercising judgment within defined procedures to determine appropriate action.
 Good verbal and written communication skills.
 Ability to work effectively with and provide guidance to other members of the work group.

From Feb 2015 till Sep 2015: Tech Mahindra BPO Ltd Technical Support Associate

 Resolving the technical issues experienced by the users of Internet, Digital phone and Digital
Video services provided by a major ISP in USA through calls.
 Documenting the troubleshooting steps involved in isolating and fixing the issue.
 Creating Dispatch out tickets for onsite troubleshooting.
 Creation of shipment tickets for the replacement of defective equipment.
 Installation of Security suite on the customer’s computers by accessing the computer screen
remotely.
 To gain the Customer satisfaction by providing efficient support and resolutions.
 To ensure that all the metrics are achieved.
 Academic Credentials and Certifications

1. B.E in Electrical(Electronics and power) Engineering St. Vincent Palloti College of

Engineering & Technology in the year 2013 scoring 57.26%.

2. S.S.C from Montfort Higher Secondary School, Ballarpur in the year 2006 scoring 70.2%.

3. H.S.C from Montfort Higher Secondary School, Ballarpur in the year 2008 scoring 65.4%.

Hobbies: Include Public Speaking, following Digital Marketing Concepts and advancements.

Personal Details

Name Pragnya Paramita Bag

Date of Birth 10th July 1990
Marital Status Single
Languages English and Hindi
Phone 7093619167
Email pragnyabag99@gmail.com

REFERENCES AVAILIABLE ON REQUEST