Looking for a job

Bhaskar pradeep Boni

@bhaskarpradeepboni

Technical support analyst in telecom and contact centers, producing regional trend graphs and global warranty summaries for Michelin.

India

Message

At Fenyes Technologies Pvt Ltd (First Brands Group), I handled customer inquiries about the Wiper Blade product line and wrote call center reports with monthly trend graphs and global warranty summaries for Michelin.

At NetEnrich Technologies Pvt Ltd, I worked as an Analyst for the Major Incident Management L1 team, supporting incident management and analyzing ticket trends to identify repeat incidents and root causes.

Across roles at Computacenter India Pvt Ltd and JLL Technologies Pvt Ltd, I provided application and technical support, including Avaya and Cisco communications systems. I also contributed to application configuration, reporting, and the creation of repeatable processes and knowledge articles.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Fenyes Technologies Pvt Ltd

Jan 2024 - Jul 2026 (2 years 6 months)

Handled inbound calls and emails regarding wiper blade products, processed windshield damage claims, and met quality assurance metrics. Generated global and regional call center reports and monthly trend graphs.

Customer Service Call Center Operations Data Entry Reporting PowerPoint Quality Assurance

Customer Service Analyst

Fenyes Technologies Pvt Ltd

Jan 2024 - Jul 2026 (2 years 6 months)

Customer Service Call Center Operations Data Entry Reporting PowerPoint Quality Assurance Escalation Management Training

Application Administrator Level 2 Engineer

JLL Technologies Pvt Ltd

Aug 2022 - Dec 2022 (4 months)

Provided support for commercial real estate applications, managed incidents and requests, and produced client reports. Led development and testing of a CRM system and identified automation opportunities for IVR solutions.

Application Support Incident Management CRM IVR Avaya Excel Reporting Automation Troubleshooting

Senior L2 Analyst

Computacenter India Pvt Ltd

Apr 2021 - Aug 2022 (1 year 4 months)

Provided on-site support for a financial banking client, implemented and migrated unified communication systems, and resolved VoIP infrastructure issues. Supported escalations for operational outages on Avaya products.

Avaya Cisco VoIP SIP ITIL Troubleshooting Customer Support Unified Communications PABX

Analyst for Major Incident Management L1

NetEnrich Technologies Pvt Ltd

Jul 2017 - Aug 2019 (2 years 1 month)

Managed incident management processes for a 30+ member team, owned bridge calls for Sev1/Sev2 incidents, and performed trend analysis to identify root causes. Collaborated with UC Operations and Network Operations teams for 24x7 coverage.

Incident Management Problem Management Change Management Avaya Microsoft Teams AudioCodes NICE Reporting Trend Analysis Team Management ITIL Risk Management Stakeholder Management

SME and Technical Support Executive

B.S.I.C (Inspiredge IT solutions)

Jun 2012 - May 2017 (4 years 11 months)

Served as Subject Matter Expert for contract management and provided technical support for NETGEAR and McAfee products. Handled customer calls, remote troubleshooting, and administrative support tasks.

Technical Support Customer Service Remote Support Netgear McAfee Symantec Microsoft Office CRM Social Media Management Troubleshooting Remote Access Team Support

Team Leader

FORTUNE 9 Solutions

Sep 2010 - May 2012 (1 year 8 months)

Led and coached a team, conducted daily meetings, and managed day-to-day operations. Maintained records and kept managers informed of accomplishments and issues.

Team Leadership Coaching Operations Management Communication Skills Performance Management