AMARTYA MUKHERJEE

Led a team of 20 service desk engineers handling ~300 tickets/day, owning ticket triage, prioritization, and workload distribution. Drove major incident management, redesigned quality frameworks to improve CSAT from 7.5 to 9.7+, and built a new service desk team from scratch.

Directed incident, request, and task assignment across global service desk teams to ensure SLA adherence. Owned weekly/monthly client governance calls and improved ticket/call audit scores from 69% to 93% and KB article utilization from 70% to 96% within 3 months.

Built the customer support function from the ground up as founding support hire at a DeFi startup. Served as primary escalation point for end-user issues across Orderbook, Mainnet, and Thea products.

Led RCA processes while managing SLA/OLA compliance for incidents and requests. Audited L1/L2 ticket, chat, and email quality, authored KBs and SOPs, and sent proactive stakeholder notifications to corporate leadership.

Delivered multi-channel support (phone, chat, email) and drove faster resolution via structured ServiceNow incident tracking. Conducted weekly incident, call, and email/chat quality audits with monthly performance reporting and feedback.

Delivered dedicated IT support for premium Deutsche Bank end users, ensuring high-priority issue resolution. Troubleshot VPN connectivity issues across laptops, mobile devices, and RSA token authentication.

Provided technical support for desktop applications, software, and hardware; installed and troubleshot applications. Resolved malware and security threats on customer devices, maintaining system integrity and uptime.

Pursued a Bachelor of Technology in Information Technology from 2008 to 2012.

Completed the Indian School Certificate (ISC) from 2007 to 2008.

Completed the Indian Certificate of Secondary Education (ICSE) from 2005 to 2006.

Completed Splunk Fundamentals certification.

Earned the SOC Experts Certified credential.